Award winning CX & Marketing Blog

Waiting is another type of cost to the customer. When you make them wait, you’re charging them in their time. Companies should consider this cost when designing their experiences that require waiting.

I got the idea for this topic while waiting in line at the grocery store. At my local market, a self-check-out was installed to reduce our wait times. Ironically, we have to wait to use them. It’s complete madness, and I am quite cross about it.

read more…