Improve Your Customer Experience – Book Your Place In The Queue Virtually!


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queueEver been frustrated, bored, irritated queuing for a ride in a theme park? Has that been exasperated by even more frustrated, bored irritated (and irritating?!) young ones? Well, your agonies could soon be over! Lo-Q, a Berkshire based business, have developed the technology to create an amusement park where no one stands in a queue!

Although that is a ‘concept’ according to Chief Exec Tom Burnet speaking in the FT today, he says they are discussing with one theme park operator the queueless venue!

At present their innovative product Q-bot is being used in more than 20 theme parks including Legoland. It allows you to create a ‘virtual’ place in a queue while you go off and do something else!

It’s a good example of ‘being easy to buy from and deal with’ which is an ingredient of 3D Characterstic #3: Create Delighted And Devoted Customers’.

Other businesses are apparently developing ‘apps’ that allow this to happen in other walks of life too! For example, you may soon be able to book your place in a queue for your local Post Office as you leave your house! (The actual ‘how’s will be interesting to observe, I’m sure!). One area of potential is using this type of ‘app’ to ensure that you see the right person when you’re going to your bank or service provider – it could signpost you to the most suitable person, saving you time and helping them utilise their resources.

This may all seem a bit ‘futuristic’, but it does appear to be a sign of things to come! What are the implications for you? Well, it certainly increases customer expectations – even if you’re not running a theme park, it sets new benchmarks.

So, why not get ahead of the game and use this as an opprtunity to find out ‘how easy you are to buy from and deal with’?

  • ‘Stand in your own queues’ – see what you’re like to do business with
  • Ask your front line staff what stops them delivering great customer experiences
  • Ask your customers what they think

Alternatively, why not have a day out a theme park to get your creative juices going – and put it down as a business expense – it’s research!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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