Source: Eater

Zero Customer Wait Time: How to Minimize Customer Wait Time with Mobile Phone Apps

Recently, a couple of articles referred to a story detailed in the book “The Everything Store” by Brad Stone. Back in 2000, with Christmas sales ramping up and customer wait time is getting longer, Amazon CEO Jeff Bezos asked his Global VP of Customer service what the wait times were. His VP assured Bezos that the wait times were well under a minute.

Rather than asking questions, Bezos took the “trust but verify” approach. He dialed Amazon’s 800 number on the speakerphone in the conference room and started tracking the time with his watch. After four and a half minutes, someone finally answered the call. He was not happy to say the least.

Jeff Bezos was obsessed with the customer experience. More importantly, he understands people hate to wait! Amazon Go is a testament of how Bezos is laser focus on eliminating customer wait time. Amazon opens its first Amazon Go grocery store to the public back in Jan 21 this year. There are no cashiers, no lines and no registers. In other words, there is no waiting. The only thing you need is your smartphone.Read More...