Footfall Analytics Meets the Customer Experience

November 30, 2016Perry Kuklin

As a manager, you know that what gets measured can be managed. That's why many businesses have turned to footfall analytics systems to track the influx, flow, and patterns of customer traffic on a day-to-day and seasonal basis. The data you can capture through footfall analytics is incredibly useful for future planning as you can identify opportunities for merchandising placement, better plan staffing schedules, etc., but the real power is when this data can be put to use in real time to directly impact the customer experience. Today's footfall analytics systems can make this happen.

When you tie footfall data together with your overall queue management systems, you can consistently create a high-quality customer experience, no matter how much traffic is flowing.

According to a Walker study, by the year 2020 customer experience will overtake price and product as the key brand differentiator. Footfall analytics with real-time alerts and activities can give you an advantage in addressing a key priority for consumers - prompt attention.

Imagine being able to:

  • monitor movement, direction and dwell times,
  • relocate staff from one area to another to handle a growing queue or crowded area,
  • closely monitor wait times to reduce risk of abandonment,
  • inform customers about realistic wait times,
  • refer customers to alternate open service stations,
  • reroute customers or dynamically restructure a queue if a crowd forms, and so much more.

Besides the many direct benefits to your customers, footfall analytics together with intelligent queue management can also help you optimize employee and business performance. Analytics can inform managers about KPIs - whether they are relevant and/or if they are being met or not. Statistics like wait times and service point efficiencies can be actively monitored and managed.

Learn more about footfall analytics solutions that can help you stand out with superior customer service while also maximizing your business success.

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