A sample of 50.000 tweets has shown that 85% of people express some sort of complaint about the organisation or company where they are going through the frustrating, time- consuming experience of queuing.
Those of us who work on technological applications for revamping customers’ dynamics at service areas know that this type of developments can make a boring and frustrating experience evolve into one of satisfaction. This is one of the fundamental goals of our endeavour.
We can all talk about frustrating experiences at a public office: disorientation, lack of information, and long waits describe the uncomfortable situations citizens have gone through in past decades mainly.
Creating an experience able to keep customer loyalty results from the magical combination of three elements: products, shops, and above all, people. By people, we specifically refer to collaborators and employees whose everyday work enlightens and makes sense of the organisation’s corporate mission.