The way the digital signal affects the waiting line psychology
The only thing that is physically and mentally debilitating than an extended session with your banker, doctor, or government agency is an exhaustive wait before your name or number is named.
The waiting line psychology Since a 30-minute teeth dentist is scary, it looks worse when you’ve spent 20-40 minutes in a crowded waiting room with a toothache mind, watching others who are in as much pain as you.
The impact of expectations leaks into the service offered – “the bitter taste of time to draw attention to all the judgments we make about the quality of service,” quoted by David Maister, “Psychology of Expectations.”
However, the impact of expectation may be positive, or at least not so harsh, if you use content, digital signal, and integration systems effectively and judiciously.
1. Fun – What customers expect more than anything else is a distraction. That’s why everyone is on the smartphone all the time. But you can offer more effective and greater digital signage. In addition to knowing what number is currently being broadcast, you can use the indicator to display news and entertainment that helps your customers spend time and distract from the constant attention they expect.
2. Integrated Systems – Integration of CMS server software, media player and digital signal with a customer management system eliminates waiting uncertainty. You do not know how long you have to wait for service is the main cause of the irritation and tension that accumulates in your space.
Omnichannel software that employs customers and keeps them up-to-date on their status not only reduces waiting time but also enables customers to interact directly with your signal. Knowing the exact waiting time creates the perception of the queue that moves more quickly, compared to people who have no idea how long they have to wait.
3. Content – Showing the same message or marketing pitch repeatedly can help branding, but it also provokes the effect of the glass eye. Then customers get tired of looking at it, but they do not register on the brain. So it will not really help cause to help reduce stress waiting.
What will help you is a centralized network DSP that you can use to plan and deploy content across multiple affiliates and to dynamically change when and when necessary. Content that really works is personalized based on customer identification and segmentation. If most of your customers in a particular bank branch come for mortgage issues, then showing all your mortgage credit plans and plans will work nicely. So, you can section about housing and real estate news, prices, advertisers of real estate brokers etc.
4. Personalized Responses – Suppose a customer has waited for 20 minutes and is at the edge of the walk. If your signal now says that # 8056 should come to the counter, it is possible not to do too much to reduce stress and anxiety waiting. But when it says “Calling 8056 at Counter 1 – Magdalena is ready to help you now,” it has a big impact. It will resolve the stressful stress of having to wait, because the client is served by a person named Magdalena, unlike Counter 1.
5. Interactive Feedback – In addition to regular status and display content display screens, you must have interactive touchscreen screens and kiosk displays that can receive instant feedback. Asking for feedback and asking the customer to share it can reduce the perceived impact of waiting.
If feedback indicates a violation of service-level agreements, branch administrators and supervisors can immediately begin to resolve these real issues and improve customer satisfaction. Once solved, it will make the previous expectation not a problem.