Lines: there’s more than checkout at the end of that wait!
Lines…we can probably agree that they’ll always be with us.
Businesses are putting queue theory (a mathematical process developed over 100 years ago) to work to make the line wait process both faster — and more tolerable for their customers. In addition, effective line management can enhance a retailer’s bottom line, too!
|Take the line out of waiting!|
There’s nothing worse than a customer, irritated with either the time or process, leaving a line, abandoning their purchase. All the marketing dollars spent bring the customer into the store plus the time, energy and money spent to make the shopping experience as good as possible…lost! That’s backlash and reneging in retail-speak.
Perry Kulkin, in a customer experience blog, notes 38% of customers wouln’t return to a store with long or badly managed lines and 81% of dissatisfied shoppers will tell others about an unpleasant checkout line experience.
That’s where automated line management systems help: both in expediting customers through the checkout process and reducing the perceived wait time through technology such as digital signage.
Effective line management also provides for increased sales volume with end-of-the line impulse purchases. In-line merchandising has been said to “take the line out of waiting” with the ability to continue shopping while being processed through the checkout experience. When coupled with call-forward electronic queuing (or automated line management), in-line merchandising rewards the retailer with up to a 400% increase in impulse sales, according to Kulkin.
And, line queuing management is where digital technology really shines as it can easily transition digital signs from reminding the regular shopper about Monday’s sale to suggesting Friday night’s wine tasting to the occasional drop-in customer. Different messages, different profiles, different times of day — easily managed through a comprehensive line management system.
CPS offers QuikLine — an automated line management system geared towards enhancing the customer experience and the retailer’s bottom line. Let’s talk about how your checkout process can be more than the end of the line!