Online shopping is dominating the transactional marketplace for its ease and immediacy. For brick-and-mortar business, this fact makes providing a positive in-store experience all the more crucial for keeping customers content and loyal. Much like first impressions, the lobby experience can be the singular determination of whether a customer leaves happy and returns again. On this episode of MarketScale’s Building Management Podcast, we discover just how important a positive lobby experience can be in both the private and public sectors. The podcast welcomed Michael Berg, queuing expert and CEO of NEMO-Q, to elaborate on the lobby experience today.
“The customer is going to walk away with an experience, they’re going to walk away with an impression of the business no matter what happens,” Berg said.
Simply put, business need only make their queuing experience pleasant to maintain positive brand perception. But how? The first hurdle is finding out what people are happy or unhappy about by gathering feedback.
NEMO-Q has streamlined and customized a fast, eight-second surveying process that delivers real results.
“Companies can get instant actionable data even after a day of use,” Berg said.
The data, in turn, helps businesses approach queuing systematically. Whether it’s a flustered parent with noisy children in tow or a disgruntled patron in a rush, every customer has a pain point when it comes to queuing. These issues can only be addressed once they’re known.
By capturing data, problems like long lines, employee in-efficiency, and customer engagement can be identified in as little as just eight seconds.
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