Customer flow describes the way in which customers flow into and out of your store, facility, or venue. When customers flow smoothly, there's a clear path from beginning to end and stress is minimized, which makes for fewer disgruntled individuals. When the flow is interrupted or disorganized, many unwanted side effects result, namely unhappy customers who may leave your place of business without finishing what they came there to do.
At Lavi, we typically talk about customer flow as it relates to queuing or waiting line systems. The goal here is to decrease wait times, boost sales, and enhance the customer experience. And that's exactly what a well-managed queue can do by facilitating smooth customer flow. When you're planning or evaluating your queuing system, keep an eye on customer flow. Here's why it matters:
One of the first and most important reasons managers begin considering customer flow is to increase the efficiency of their waiting line. When you have a clear, well-organized path from start to finish, customers will wind their way through your line in a much more efficient manner. Not only does a clearly marked and well-designed queue cut wait times, it also improves service agent productivity – win-win all the way around.
You want your customers to be happy. You want them to come back to your place of business and spread the word to others about why they should patronize your facility. There are several ways to reduce the anxiety and frustration that customers can develop from waiting in line:
The more people who stay in line and are quickly moved through the line, the less chance of people reneging on their transaction and the better your bottom line will be. A smart customer flow strategy includes in-queue merchandising as a way to keep people engaged, occupied, and capitalize on the more than 65% of sales that result from impulse buying. Plus, few customers will balk on their place in the queue when there are enough goodies to distract them from the act of waiting itself!
Talk to a queuing expert at Lavi to find out how your space can accommodate your customers, keep them happy, and improve customer flow.
Subscribe to stay up-to-date with new products, resources information and news.
Finally, a Retractable Safety Barrier for Modern Architecture
ViewSuper Bowl-Sized Crowds: A Day in the Life of Stadium Queuing Systems
ViewWhere Access Meets Elegance: Lavi’s ADA-Compliant Velvet Rope Stanchions
View3 Hidden Powers of Stanchions Revealed
View