Cincinnati’s airport has just shown the way to businesses and government services which are plagued by higher wait times on how to optimize and correct the customer experience inreal time.
Use of technology (similar to Apple's iBeacon Technology) where people are waiting physically can solve the decade old problem of not having enough or any data to optimize.
Such applications of operations research methodologies have existed for long in the manufacturing and logistics sector but could never be used for services where people are physically waiting due to lack of feedback loops.
There are privacy concerns but not all the people have an issue if they are being tracked like this.
In case, the bottlenecks can not be dealt with, this information could be used to automaticallycommunicate the wait times to customers who are scheduled/expected to come in shortly.
Do you think this is an opportunity to push relevant offers and coupons while people are waiting at commercial service locations? Or is this not an ideal customer touch point to do this?
I welcome any feedback and additional thoughts on this topic.
Story and Photo Credits: www.mashable.com
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