Managing queues effectively is an interesting topic that’s applicable to all customer-facing environments. Although the industries may vary, there’s actually little difference as to how you deal with queues in a retail store versus a bank, for example. The goals are ultimately the same: to manage queues with the aim of improving customer experience and in turn, maximise revenue.
In order to help businesses manage their queues, we’ve created a guide to queue management solutions that covers all aspects of queuing in various scenarios.
Short on time? Download your must-read Definitive Queue Management Guide now.
What’s included in Tensator’s Queue Management Guide?
The guide has been broken down into useful subsections, including…
An introduction to queuing
As a society, we instinctively line up and wait our turn; waiting is a constant in everyday life. The question is, how do consumers really feel about queuing, and what does this mean for your business?
What issues are found in queues?
Common issues that are found in queues include:
Lane regret — when you think you’ve selected the fastest moving queue only to find that the one beside you is moving faster
Queue frustration — when will it be my turn?!
First come, first served conflicts — queue jumpers, we’re looking at you!
Customer walkaways — when a person is kept waiting leaves the queue before making the intended purchase or resolving the purpose of their visit
We conducted research at our Milton Keynes Head Quarters to understand more about queuing psychology and how queue management systems can help to minimise these issues.
The importance of queue management accessibility
When a queuing area is designed, queuing systems, promotional displays and seating areas will be arranged in such a way to accommodate those with accessibility challenges. In this section of the queue management guide, we explore the need for accessible queuing solutions and take a look at legislation in the UK and US to which companies must adhere.
Queue management case studies
At Tensator, we’ve worked with global brands and well-recognised service providers to help them meet their queue management goals. Here, we take a look at three very different industries and provide insight as to how we’ve worked with the companies to implement queue management solutions to ease the flow of people.
What’s the future for queues?
Will technology like AI, self-service machines, register-free stores or robots progress so far that queuing becomes obsolete?
We don’t think so.
Although this may be possible in the distant future, this section of the guide explores the technology that is readily available today to transform your customers’ waiting experience.
How do we improve customer waiting experiences?
We make them memorable — in a positive way!
In the final chapter of our queue management guide, we list actionable tasks that you can complete today in order to improve your queuing environment to keep customers happy.
How do I get my copy of Tensator’s Queue Management Guide?
To get your free copy of the guide, simply click on the image below to download. We’ll also send you a copy to your email address so that you can keep the guide for future reference.
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Tensator® has been leading the customer journey since 1881. Today, we provide customer experience management consulting and turnkey queue flow solutions to customers in over 150 countries around the world.
Our ability to deliver strategic solutions with a superior ROI has made us a preferred supplier for large-scale enterprises that depend on the effective movement and organisation of people.