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Why We Won't Wait

won't WHY WE'WAIT How to Boost Customer Satisfaction & Profits by Decreasing Wait Time 86% THE IMPACT OF POOR CUSTOMER SERVICE 68% of customers have of customers leave stopped doing business with a company due to poor service because they think you don't care about them 1 Customers are fed up with lousy service. - HARVARD BUSINESS REVIEW 4% 96% pat Only about of dissatisfied go away customers complain US businesses lose an estimated $83 billion in sales annually due to poor customer experiences. Companies rated high in x12 customer service are 12 times more profitable than competitors. Waiting time is the single most important factor in customer satisfaction. PACO UNDERHILL, WHY WE BUY IT DOESN'T TAKE LONG TO CREATE A NEGATIVE IMPRESSION After five minutes, Half of customers Customers are likely a customer's will purposely avoid to abandon a queue perceived wait time is 2x the actual wait time. a brand in the after only 2 or 3 future if they had to wait longer than minutes if it's not moving fast enough. 5 minutes. CONSEQUENCES OF A LONG WAIT LOST SALES Negative WOM 48% RENEGING: BALKING: DRIVE-BYS: Customers Customers Customers ..of customers don't even abandon a queue abandon planned after waiting in have avoided a purchases before make it inside, assuming a long line. retailer because line for a period of time. entering the of someone waiting line. else's negative experience. SMALL CHANGES CAN PRODUCE BIG RESULTS A 5% increase in customer retention can increase profitability by 75%. WHAT IF YOU COULD EASILY: Monitor the current Know how many wait times of all customers are your queues. waiting in line. ! Receive alerts when queue or service times fall out of compliance. Know how long different services take. A SMARTER WAY TO MANAGE QUEUES People Counting Queue Monitoring Capture real-time and historical data: People in the Automatically collect and deliver a real-time view of the number of customers queue, average wait time, queue abandonment, etc. waiting in each line. Service Monitoring Proactive Queue Management Increase service efficiency Provide real-time data to help by tracking service time and number of people served in a given time period. managers take immediate action to improve service efficiency and service quality. Real time information you can act on. Easily. KEY TAKEAWAYS Customer satisfaction is critical to business success. Wait time directly impacts customer satisfaction. Lost sales and negative word-of-mouth are results of a poor waiting line experience. The benefits of improving customer checkout time are far-reaching. Real-time analytics drives better queue management. Download the Complete Guide: WHY WE WON'T WAIT www2.lavi.com/customer-satisfaction Lavi Industries (888) 285-8605 www.lavi.com Sources: Harvard Business Review, RightNow Technologies, Parature, Harris Interactive, Rockefeller Corporation, Why We Buy by Paco Underhill, Parature Customer Service Blog. PIMS Strategic Planning Institute, Wall Street Journal, Retail Customer Dissatisfaction Study 2006

Why We Won't Wait

shared by LaviIndustries on Jul 23
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This infographic shares some quick tips and information to help you boost customer satisfaction and profits by decreasing wait times.

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