Psychology of queuing: Six simple rules to improve customer experience
Tuesday, April 8, 2025 3:45 PM to 4:45 PM · 1 hr. (Europe/London)
Partnership Forum 3
Sponsor Session
Admissions & visitor servicesBox office & ticketingBusiness intelligence and customer insightCustomer care & front of houseIT & software development
Information
In the age of instant gratification, queuing can trigger frustration. But if you think the problem is the length of the wait itself, think again. This presentation explores the psychology of waiting in line and reveals the six key principles that govern how people perceive a wait experience. Learn practical strategies that you can implement to leverage queue psychology and transform frustration into satisfaction.
Key takeaways:
- Understand why the perception of wait time matters more than the duration. Learn how people's perceptions of wait times can affect their experience and satisfaction, and why this understanding is crucial for improving service interactions.
- Discover the 6 rules of queue psychology. Gain practical knowledge of the six essential principles that influence how people experience and react to waiting in lines, which can be applied to enhance customer service and manage expectations.
- Get inspired to transform waiting experiences into positive opportunities. Explore creative strategies and ideas for turning waiting experiences into enjoyable or beneficial moments for both customers and service providers.
Level
Intermediate
