When waiting is good for business

This week I came across an interesting counter-intuitive (for me) finding: slowing down service may improve the perceived quality of the product. Watching the video of Steve Souders’ presentation at Velocity 2013 (below), from about minute 3:08 onwards, I learned that: - Designers of the Blogger platform installed an artificial delay between the moment a user … Continue reading When waiting is good for business

Are you being served, yet? On waiting online

Apparently, we spend 2 to 3 years of our lives waiting for service – for instance, waiting to talk with a customer service representative, or for a meal to be served. Admittedly, this number will vary widely for the specific services accessed – e.g., private doctors vs. public health service – countries, etc. But the basic … Continue reading Are you being served, yet? On waiting online