COST OF CUSTOMERS OPERATIONS

BEING LAST IN LINE.

CUSTOMER AT THE REAR END
Research shows how strongly people dislike being at the tail end of a queue and why
that’s bad news for any business that requires customers to line up, either physically.
Customer have less time and even if they have time it is very less likely that they
will spend it waiting in the rear of a queue.
CUSTOMER BEHAVIOUR
During observation it was noticed that people at the end who switch lines usually
end up waiting longer than people who come after. Due to the reason that they wait
longer than others there is a chance that they a less satisfied than the person standing
in the front or in the middle. There were instances where the customers left without
availing the service or purchasing the intended good or was annoyed during final
checkout.
COST TO BUSINESS
Loss of sales.
Customers are dissatisfied.
Negative reviews about the goods or service provided.
Customers- Employee communication issues.
Lower customer retention.
Loss of brand value.
SOLUTIONS
1.) Distract the person at the end of the line.
2. Faster Checkout.
3.) Autonomous Shops.
4. Express Checkouts.