2009-09-08T08:36:23-07:00 19165 13613 18019 1 2009-09-08T08:36:23-07:00 2009-09-08T08:36:23-07:00 36489 13613 1 19165 1 2009-09-08T08:36:43-07:00 2009-09-08T08:36:37-07:00 <p>Frank Capek has this very interesting take n something that we end up doing everyday-waiting! In fact today “waiting” has become multi channel-you wait in physical queues and you also wait on the IVR for the call centre agent.<br><br>Here is what Frank says: It’s hard to overestimate the impact of waiting on your customers’ experience.&nbsp; Across the research we’ve conducted, some of the most dramatic customer defections occur because of bad waiting experiences.You can help customers “lose wait” two ways:<br><br>1) reduce the actual waiting time and<br>2) design a better waiting experience;<br><br>one that is more pleasurable or at least less frustrating.<br><br>To read the complete article visit our <a target="_blank" mce_href="http://blog.cequitysolutions.com/Customer-Management-blog/bid/10143/The-psychology-of-waiting" href="http://blog.cequitysolutions.com/Customer-Management-blog/bid/10143/The-psychology-of-waiting">retail analytics</a> blog.<br><br></p> 36490 13613 3 19165 1 2009-09-08T08:39:58-07:00