MGT 3501 Lecture Notes - Lecture 8: Customer Experience, Peach Pass, Georgia Department Of Transportation
Document Summary
One of the few things all customers agree on. Waiting in line is a significant challenge. Use a lot of technology to reduce the time. Makes sure to have enough pumps at all time. If the line is quick, framing of the business is well run. (at least smart phones have greatly softened the negative experience) Using their apps to virtually waiting in line to get on rides. Goal: 5 minute entry (no matter if it"s a concert, sports, etc. ) Have to be careful when taking averages of meeting goals. If the person before you makes request, your time will be lengthened. If the customer in front of you isn"t capable, it"ll also lengthen your time. Ex: atm"s, placing orders at restaurant, check-out registers at grocery stores, on-line shopping) More control is better for customer satisfaction. Make sure to give them as much information and as accurate of. Can pay extra for an extra faster line and shorter line.