Any business where customers must wait in line is wise to examine the waiting line process and acknowledge the significant impact it has on customer satisfaction and the bottom line.
Valencia, CA (PRWEB) February 04, 2013
Research suggests that waiting too long is a top complaint of customers related to their experience with a business. Companies that make customers wait too long are perceived as poorly run and apt to lose business at a higher rate than those with well-run waiting lines. For these reasons, minimizing the time spent waiting and improving the perception of the waiting process is crucial to boosting the customer experience and retaining loyal customers.
A new guide presented by Lavi Industries, Improving the Customer Experience, describes actions businesses can take to improve their waiting lines. The guide covers how to minimize the actual waiting time a customer spends and how to improve the perception of the waiting experience. It also contains technical information to help managers compare common queuing models and select the configuration best suited to reaching customer service and productivity goals.
“A customer’s experience at the checkout line can devastate an otherwise positive shopping visit,” remarks Perry Kuklin, Director of Marketing at Lavi. “Any business where customers must wait in line is wise to examine the waiting line process and acknowledge the significant impact it has on customer satisfaction and the bottom line,” he continues.
The 11-page guide is available as a free download on the Lavi website at http://lp.lavi.com/improving-the-customer-experience.
About Lavi Industries
Based in Valencia, California, Lavi Industries is the premier provider of public guidance and crowd control solutions in North America. Leveraging its portfolio of world-class brands – Beltrac® stanchions, Directrac® signage systems, Qtrac® electronic queuing systems, and NeXtrac® in-line merchandising systems – Lavi has helped the world’s leading companies effectively guide people in, through, and out of their facilities. More information is available at http://www.lavi.com.