Last August at Tessitura Network’s TLCC in Washington D.C., Queue-it’s CEO, Niels Sodemann, shared with the Tessitura community what goes through their customers’ minds when waiting in line:
Inspired by David Maister’s “The Psychology of Waiting in Lines,” Sodemann emphasized that the experience of waiting is more important than the actual time spent waiting, and there are a few key principles to keep in mind when you think of your customers waiting:
• Unoccupied time feels longer than occupied time
• Uncertain waits are longer than known, finite waits
• Unexplained waits are longer than explained waits
• Unfair waits are longer than equitable waits
To learn more about how Queue-it is improving the wait for fans, members and customers during major ticket onsales, download the Queue-it Ticketing Guide.