Comments on: When queues can be a positive competitive advantage

By: Julian Rawel

Julian Rawel — Mon, 14 Jul 2014 16:39:01 +0000

Thanks for your comment. Interestingly you’ll remember the O2 for a long time and judge other providers favourably or unfavourably against them!
regards
Julian

By: Julian Rawel

Julian Rawel — Mon, 14 Jul 2014 16:37:28 +0000

In reply to Tim Collins.

Hi Tim
Interesting insight. We recently queued for 2 hours to see the Tour de France – all over in seconds! But it was great fun because the queue or wait was really just part of the experience- but that’s the exception.
regards
Julian

By: Nickie Hawton

Nickie Hawton — Mon, 14 Jul 2014 09:26:36 +0000

Very thought-provoking! I’ve occasionally experienced ‘queue-busting’ messages when ringing contact centres in the UK – telling you to make sure that you have the appropriate documentation / information to hand, thus speeding up the process of handling your query (and getting to the next person). Airport security and passport control are obvious candidates for this kind of approach – some are already doing it well, others appallingly badly. The London Olympics – at the O2, for example – did a fantastic job of getting thousands of people through multiple security chacks with the minimum of fuss or delay, making the experience so much more positive for those attending, but without compromising on safety. I’m sure there are lots more places where this kind of approach could really make a difference.

By: Tim Collins

Tim Collins — Sun, 13 Jul 2014 16:28:29 +0000

Queues can certainly build anticipation and I’ve queued for hours and hours to see Springsteen & the E Street Band in many countries over recent years.

The queues are managed by the fans and it is a great chance to engage with and share stories with people in the queues. Make queuing fun!

By: Julian Rawel

Julian Rawel — Sat, 12 Jul 2014 14:51:39 +0000

In reply to Andrew Severn.

Thanks for your comment – co production can be very beneficial for everyone – customers just need to understand their role in this.
Julian

By: Andrew Severn

Andrew Severn — Fri, 11 Jul 2014 20:02:14 +0000

Knowing my place and my outcome in the queue is indeed important; no one likes to feel that others may be pushing in front. Perhaps if we all took a positive customer experience approach to both queuing and to managing our queues we’d all do business in a more patient, win-win market place.