The Waiting & Customer Experience Phenomena
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The Waiting & Customer Experience Phenomena
Looking at the science, joys and frustration of waiting as well as understanding what makes a great customer experience.
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Empathy - a critical component to #Customer #Experience?

Empathy - a critical component to #Customer #Experience? | The Waiting & Customer Experience Phenomena | Scoop.it
» Creating Engagement Through Empathy Engineering?
Shirley A Williams's insight:
I enjoyed the read and reminders of how engagement, empathy and emotion are key elements in marketing both on- and off-line. The author proposes an interesting model which has stimulated thought of its applicability to a wider audience beyond marketing.
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The Experience Economy | SmartData Collective

The Experience Economy | SmartData Collective | The Waiting & Customer Experience Phenomena | Scoop.it
Before World War 2, the middle-class in the developed world struggled to afford basic needs. In the post-war boom, standards of living rose dramatically, and people consumed far beyond what they needed.
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Patients facing eight-hour waits in ambulances outside A&E departments - Telegraph

Patients facing eight-hour waits in ambulances outside A&E departments - Telegraph | The Waiting & Customer Experience Phenomena | Scoop.it
Sick patients have been forced to wait up to eight hours in ambulances queuing outside Accident & Emergency units amid a crisis in the system.

Via David Simpson
Shirley A Williams's insight:

This is really scary

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Michelle Batt's curator insight, September 3, 2013 10:15 AM

There are ways to assess and improve how hospitals manage the patients incoming by ambulance.  Look, listen, analyze the data, then develop routing and management tactics.  It's been done successfully... example is UCLA medical center with Dr. Feinberg at the lead. We can help hospitals do this.    

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Experience Creates More Loyalty Than Price

Experience Creates More Loyalty Than Price | The Waiting & Customer Experience Phenomena | Scoop.it

New research from Forrester finds that when it comes to building loyalty, people respond more to the experience they have with the retailer than with their perception of price. And brands like Marshalls, Amazon, Trader Joe’s and Costco are ahead of the pack in using that experience

Read more: http://www.mediapost.com/publications/article/199609/experience-creates-more-loyalty-than-price.html#ixzz2SLAh2xmM

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Expectation, Experience and Satisfaction

Expectation, Experience and Satisfaction | The Waiting & Customer Experience Phenomena | Scoop.it
Customer satisfaction can be calculated by dividing experience by expectation. The equation is straight forward, easy to remember and simply to explain to your staff.

Via Seth Chancy
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Photo by cusheus • Instagram

Tom Petty is right. The waiting IS the hardest part. #cushe #shumakers
cusheus's photo on Instagram (Tom Petty is right. The waiting IS the hardest part. #cushe #shumakers http://t.co/8LM1wOE1kC)
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What People Hate Most About Waiting in Line

What People Hate Most About Waiting in Line | The Waiting & Customer Experience Phenomena | Scoop.it
Let's say you and your roommate have a little side business baking rhubarb pies at home and selling them on a street corner. Folks love pie, and you're having trouble keeping up with demand. But you can only invest so much money in the business.
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Why You Hate Waiting In Line

Why You Hate Waiting In Line | The Waiting & Customer Experience Phenomena | Scoop.it
Most of us experienced the grueling boredom of waiting in a line. Not only are lines boring, they can also be aggravating, and stressful. The New York Times explains why we hate lines, and what we can do about them.
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How long would you wait in line?

How long would you wait in line? | The Waiting & Customer Experience Phenomena | Scoop.it
I've never walked into the Cheesecake Factory at dinner time and been able to sit down immediately. And I've abandoned a summer night trip to Glace because the line stretched out the door and down Main Street.
Shirley A Williams's insight:

It is interesting to read the comments for what people will wait inline for.

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» 8 Reasons Why Waiting In Line is a Drag - World of Psychology

It's holiday time, and that means waiting in line: at the grocery store, at the airport, at shops, everywhere. I'm an impatient person, and standing in a
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Long waits at the doctor's office disrespect patients

Long waits at the doctor's office disrespect patients | The Waiting & Customer Experience Phenomena | Scoop.it
Why do we have to wait so long for doctors and not for other professionals, like lawyers, accountants, or dentists? And what can we do about it?
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Electronic Queuing - QtracVR Virtual Queuing System from Lavi Industries

Electronic Queuing - QtracVR Virtual Queuing System from Lavi Industries | The Waiting & Customer Experience Phenomena | Scoop.it
Electronic Queuing - QtracVR Virtual Dispersed Queuing System - from Lavi Industries
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Today's 8 Consumer Habits Of the COMsumer [INFOGRAPH] - Social Media Pearls

Today's 8 Consumer Habits Of the COMsumer [INFOGRAPH] - Social Media Pearls | The Waiting & Customer Experience Phenomena | Scoop.it
Today's consumer is a COMsumer. Here are Today's 8 Consumer habits of that savvy consumer.
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Michelle Batt's curator insight, September 3, 2013 10:07 AM

Interesting, helpful, well laid out stats on SoMedia.  It's obviously important to focus here. 

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Why do doctors keep you waiting when you're sick? - Fox News

Why do doctors keep you waiting when you're sick? - Fox News | The Waiting & Customer Experience Phenomena | Scoop.it
Why do doctors keep you waiting when you're sick?
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Mapping the customer experience with customer experience journey maps

Do you know what your organization looks like from your customer’s perspective?
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Walter Adamson's curator insight, May 5, 2013 2:11 AM

Big deck to take in slowly!

Shirley A Williams's comment, May 5, 2013 6:30 PM
LOL! it is a big deck Walter however I do think it a good resource to stimulate one's thought. Thanks for sharing your feedback too!
Michelle Batt's curator insight, September 3, 2013 10:18 AM

Lengthy but some good content here on all aspects of customer journey mapping.

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Twitter / rachtansj: Queuing our way back to Seoul~ ...

Twitter / rachtansj: Queuing our way back to Seoul~ ... | The Waiting & Customer Experience Phenomena | Scoop.it
Queuing our way back to Seoul~ http://t.co/ue5gqgSGJm
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Twitter / chericson: Waiting in line for dance recital ...

Twitter / chericson: Waiting in line for dance recital ... | The Waiting & Customer Experience Phenomena | Scoop.it
Waiting in line for dance recital tix. #kirbysSOD http://t.co/bRhu0pYZXd
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Experience Strategy Now

Experience Strategy Now | The Waiting & Customer Experience Phenomena | Scoop.it
Today’s connected world is filled with product and service ecosystems that compete for people’s limited time and shrinking attention spans. The quality and nature of the User Experience that these ecosystems offer is increasingly (RT @FredZimny: Interesting:...
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Report: 88% Of Local Consumer Feedback Missed By Brands - Forbes

Report: 88% Of Local Consumer Feedback Missed By Brands - Forbes | The Waiting & Customer Experience Phenomena | Scoop.it
There is a blind spot for most retailers and it involves their loyal customers. These loyal customers are talking about a brand, on social media, but on a local level. Most brands are not well-equipped to monitor it, however.
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Shoppers wait in line for Black Friday deals

today is all about those red hot deals. we're just a few hours away from stores like best buy and target opening... but some of those same prices are already...
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What are the rules for waiting in line with children?

What are the rules for waiting in line with children? | The Waiting & Customer Experience Phenomena | Scoop.it
I’m a Disney World veteran and I have war stories, folks.  As my dozen or so trips would imply, I do, indeed, think it’s among the most magical places on earth, but when you bring up the issue of waiting in lines, it’s hard to bite my tongue.
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Science Reveals Why People Wait In Those Absurd iPhone Lines

Science Reveals Why People Wait In Those Absurd iPhone Lines | The Waiting & Customer Experience Phenomena | Scoop.it
There must be some reason, right?
Shirley A Williams's insight:

Interesting take on why people may choose to wait in line

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Houston weight loss centers and quick weight loss | Pierre Physician Group

Houston weight loss centers and quick weight loss | Pierre Physician Group | The Waiting & Customer Experience Phenomena | Scoop.it
Well not COMPLETELY over, but we can all relate to the long wait times not everywhere it seems, but specifically in doctor's offices and Houston weight loss centers
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