In short, Customer Experience can determine whether the customer returns or not to a Shop/Branch. The Queue Management is a comfort factor for Customers, preventing them from standing in queues and allowing them to circulate in the Shop / Branch. Browsing around allows Customers to get in touch with company’s products and watch relevant information for example by means of Digital Signage. Interactive devices such as kiosks allow improving Customer Experience. These are strategies that help to reduce the sense of waiting and boost sales.
The interfaces and applications on self-service equipment as well as on web and mobile channels should be user friendly and provide the relevant information to Customers. It is important to surprise Customers positively no matters the channel Customers are using. CRM is, once again, an important factor since it can help to supply the most relevant information to each Customer as well as to perform the most suitable campaigns.