tensator blog
queue management

Is queuing healthy for brands?

manual call forward queuing

An article appeared in the Daily Mail last week that highlighted research by Chicago University into the value that we place on things we wait for.

The results made for interesting reading, as the university found that queuing for something makes people place a higher value on what they get at the end. The idea is that, as we mentioned in one of our recent blogs about Apple iPhone launches, queues can create an extra desirability for certain products.

However, although the article raises some valid points, our many years of experience tell us that there’s more caution to be had when trying to build an atmosphere.

Whilst seeing a large number of people clambering for a product makes us feel that we’d otherwise be missing out, having to wait for a long time risks us turning and walking away. And once we’ve made that decision that it’s not worth the time, the damage to the brand has been permanently done.

The difference between the two is whether we will feel that either our expectations are being mismanaged, or that they are being made to wait ‘artificially’, rather than as a result of demand.

The answer is that, for the illusion to work, customers need to still feel a sense of progress rather than a standstill. To achieve this, an efficient queue management system is essential – creating the buzz of demand but matching customers’ expectations of actually getting what they want in the end.

If the article is to be believed, then the combination of a busy atmosphere but with efficient service is perfect for customers to return time and again.

What is Access Control Management and How do I use it?

What is access control management? Access control management is an important component of effectively managing the flow of people and restricting access where there is a need. Gone are the days when locking a door or putting up a temporary barrier are sufficient forms of access control. Now, businesses require better crowd control options to […]

Read more

How to utilise a Virtual Assistant over Christmas time in Retail

‘How many weeks until Christmas?!’  With just over 4 weeks to go, high street retailers and shoppers alike will be gearing up for their busiest period in the shopping calendar – Christmas! With online shopping becoming increasingly more popular, many shoppers are swapping the hustle and bustle of in-store to the comforts of their own […]

Read more
gradient
Top
logo