There’s more to queueing than standing in line and what is the psychology of queueing? In this episode of The Movers, Sinead and Philip explore the often-overlooked topic of queuing and its significance in the business of mobility. They discuss the psychology behind queuing, cultural differences in queuing behaviour, and how businesses can manage customer expectations to enhance the overall experience. The conversation also delves into specific examples from airports, theme parks, nightclubs, and ride-hailing apps, illustrating how effective queuing strategies can lead to greater customer satisfaction and business success.
Takeaways
- Queuing is a significant part of daily life and consumer experiences.
- Managing customer expectations is crucial in reducing anxiety during waits.
- Cultural differences greatly influence queuing behaviour and etiquette.
- Distraction techniques can enhance the queuing experience.
- Theme parks excel at creating engaging queuing experiences.
- Nightclubs use queues as a marketing tool to signal demand.
- Virtual queuing through apps improves customer experience and satisfaction.
- Understanding the psychology of queuing can benefit businesses.
- Fairness in queuing is a key concern for customers.
- Effective queuing strategies can lead to business success.
Chapters
00:00 Introduction to Queuing in Mobility
02:54 The Psychology of Queuing
06:07 Cultural Perspectives on Queuing
09:53 Managing Expectations in Queues
12:59 Queuing in Theme Parks
16:12 The Value of Queuing in Nightclubs
20:11 Virtual Queuing in Ride-Hailing Apps
27:11 Conclusion: The Importance of Managing Queues
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