Subscribe to DSC Newsletter

Frank Capek has this very interesting take on something that we end up doing everyday - WAITING! In fact today “waiting” has become multi-channel-you wait in physical queues and you also wait on the IVR for the call centre agent.

Here is what Frank says: It’s hard to overestimate the impact of waiting on your customers’ experience. Across the research we’ve conducted, some of the most dramatic customer defections occur because of bad waiting experiences.

You can help customers “lose wait” two ways:
1) Reduce the actual waiting time and
2) Design a better waiting experience; one that is more pleasurable or at least less frustrating.

Read more about this article on the following blog:
http://blog.cequitysolutions.com/Customer-Management-blog/bid/10143...

Views: 53

Tags: Analysis, Consumer, Customer, Data, Human, Marketing, Merchandising, Organized, Psychology, Retail, More…Service, Visual

Comment

You need to be a member of AnalyticBridge to add comments!

Join AnalyticBridge

On Data Science Central

© 2019   AnalyticBridge.com is a subsidiary and dedicated channel of Data Science Central LLC   Powered by

Badges  |  Report an Issue  |  Privacy Policy  |  Terms of Service