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How to Use Technology to Surprise and Delight Your Customers

As a retailer, you’re well aware of the importance of customer service. Exceptional customer service has the ability to surprise and delight customers and improve your bottom line.

With supportive technology, you can not only surprise and delight your customers, but provide qualitative measures of customer service, so that your team can make adjustments as needed.

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5 Things Your Customers Wish You Knew About Queue Management

If we were to add up the amount of time we spend waiting in line every year, we’d probably be pretty shocked at the final number. It’s best not to think about it too much.

Sometimes, though, the wait is more unpleasant in some places than it is in others. The line to renew your driver’s license is unbearable, and if it weren’t mandatory, you would never set foot in a DMV office again. But the wait for a table at a restaurant, when you’re comfortably seated at the bar with a drink in your hand, isn’t so bad.

Other than the presence of alcohol in the latter scenario, there are a few things that set the two waiting experiences apart, and it has a lot to do with queue management. In fact, there are five things your customers wish you knew about queue management.

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How to Deliver Hyper-Personalized Customer Service

When you think about personalizing your retail business, what’s the first thing that comes to mind?

If you’re like many retail store owners, it’s marketing. You consider cross-channel or omnichannel marketing. You make sure you gather enough data on your customers to share relevant marketing messages. Is this enough?

Probably not.

In retail, you have a unique opportunity. Your employees work one on one with customers. As they begin talking to shoppers, it’s easy to sprinkle in personalized service. It’s good old-fashioned customer service with one associate personally investing time into one customer.

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How to Get Your Team On Board With Queue Management

Let’s face it. When your queues are unmanaged and out of control, your customers aren’t the only ones feeling the pain. Your employees have to bear the brunt of long lines and frustrated buyers for hours on end. Not only does this make their jobs harder, but it also lowers customer service levels and the potential for future sales.

When scanning the purchase at the register, 61% of customers agree that the staff focuses more on scanning items and less on customer satisfaction, according to a recent study by Harris Poll for Digimarc. 30% of respondents said they felt more like a burden to the clerk when they walked up to the cash register with a large cart.

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Retailers: Learn From the Houston Airport How to Lower Wait Times

You’ve likely heard the phrase, “perception is reality.” When it comes to wait times, no truer words have ever been spoken. One organization that knows this is the Houston International Airport. For years, the airport received complaints from travelers about the long wait times. After their flight, they hated having to stand around waiting for their luggage. The airport hired more personnel and improved their wait times, but the complaints kept coming in. No matter what the airport did, travelers hated waiting for their luggage to arrive after a long travel day. Over 85% of their time in the airport was spent at the carousels waiting for their luggage to arrive. Read more