Easing the irritation of the wait in line

12/17/2012 | B2C Marketing Insider

Businesses can keep customers loyal by managing their visible waiting lines along with the invisible ones, writes Scott Anderson, marketing director with On Hold Company. In visible waiting lines, customers should know why they're waiting and have something to do to entertain or occupy them while they linger. And in invisible waiting lines -- callers who are on hold, for example -- customers should get useful information in on-hold messages they listen to during the wait, he writes.

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