Don’t Get Stuck in the Queue


Don’t Get Stuck in the Queue

Today is the day. The only day you’ve carved out of your hectic schedule to endure the suffocating holiday shopping crowds. You’re determined, and you already know exactly what you want and where to find it. Upon entering the store, an associate guides you to the right aisle, where you find your products within minutes. Relief! Until you get to the front of the store and realize only two registers are open. This must be a joke, right?

We have all experienced the lengthy, sluggish checkout lines that negate any good experience you might have had while shopping. But can retailers remedy this pain point? Of course they can! All you need is a little queue management. Checkout is one of the most critical in-store customer experiences. After all, it’s where retailers make sure they get their money.

Here are benefits of managing queues the right way.

  • Reduce wait time and increase efficiency.  Sensors placed above each checkout area can count the number of people waiting, including those being served and those still waiting (and how long they have been waiting). They can be programmed to proactively send alerts at preset levels that prompt associates in other areas of the store to open a register to reduce checkout wait times.
  • Transition from reactive to predictive. Don’t wait for a line to form. Automated systems provide data that helps retailers predict when their heaviest flow of traffic will be, how many staff will be needed for each shift, and so on. Sensors with sophisticated predictive algorithms can be placed at store entrances to predict queue requirements up to 15 or 30 minutes ahead of time so you’re always prepared.
  • Meet customers’ high expectations. Customers live in a world where they can make anything happen in just seconds—retail should be no different. Stores like Apple and Nordstrom are eliminating checkout lines all together by using smartphones and other devices for quick payment methods. Call it catering to high maintenance shoppers, but satisfied customers will keep coming back.

Customer experience is the name of the game, and queue management is an important piece. By providing a stellar shopping environment where shoppers are exempt from long lines, retailers can achieve increased ROI and garner loyalty from their valued customers. It’s time to queue up.

Checkout is one of the most critical in-store customer experiences. After all, it’s where retailers make sure they get their money.