Reduced customer complaints – retail queue management keeps customers informed and provides a framework for a queuing experience. No long lines – proper queue management means your customers can access the services you’re offering as and when required without having to wait around to do so. Where retail queue management systems can have an impact on the day-to-day operations of the business If good customer service is about problem solving for the people who shop with you, then reducing the amount of time they spend at the till has to be a top priority. Saving customers time : Customers really value their time – and they are more likely to return to stores that demonstrate an appreciation of this. Aesthetically, short queues and a well defined queue management system will create a much better impression. Some customers might be a little more patient during seasonal peaks or sale times but if your shop floor is crowded with people trying to get to a till then this creates a chaotic atmosphere in which other customers may not want to shop. Workforce planning : Working with a retail queue management system provides invaluable data about customer numbers and peak times, all of which can be fed back into staffing schedules to make them more efficient and better suited to the needs of the individual store.Īesthetics : At any time of year, a long queue is a sign of poor store management. Plus, the information that can be gathered from the right kind of management system informs better resource allocation and can ensure that staffing costs rise and fall logically in line with customer number surges. Stores using it avoid the loss of potential customers who just won’t wait and so leave the store without making the purchase. Customers left in a long line to wait as long as they have to wait will go away with all the opposite set of feelings.Ĭost : Retail queue management is a genuine investment but it can also be a cost saving exercise. Customers feel as if the store has really taken the time to understand their needs, that someone cares about how long it takes to get to the till and that they are valued by the brand. Given the importance of customer service to the retail industry, ensuring the queuing experience doesn’t negatively impact how a customer feels about a brand is crucial.Ĭreating a strong customer experience : Retail queue management won’t just help to avoid a negative customer view, it can also be useful in generating positive experiences too. There are many parts of the business where retail queue management systems can have a big impact:Ĭustomer satisfaction : Queues that are properly managed ensure that customers make it to the till with their purchase and don’t go away dissatisfied. if your retail queue management system is working really well then you won’t have a queue at all. The best kind of queue management is invisible – i.e. Queue management can be organised in a wide variety of ways, from physical boundaries, to digital scheduling, VIP areas or taking a ticket. The alternative is to use queue management or appointment booking tools developed to manage, and analyse and improve the flow of visitors – this can generate significant benefits, from better allocation of resources, to optimised staffing and a deeper understanding of the customer journey. Herding customers into a line and making them stay there isn’t going to have much of a positive impact on anyone’s experience. Queue management is not as simple as it sounds. For those who are looking to master the art of great customer service, retail queue management is key. So, the real world retail industry is far from dead. An in-store experience has a lot of advantages over buying online, from being able to try clothes on, to the ability to feel textures, flick pages, handle merchandise and critically a service element. In fact, a recent survey from real estate services firm CBRE suggests that 90% of retail sales in the US still occur in physical stores. However, there will always be a core of consumers who prefer to spend their money in stores. The growth of online shopping is hard to dispute. IS IT IMPORTANT TO HAVE A RETAIL QUEUE MANAGEMENT SYSTEM
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