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.
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