Any customer-service oriented company knows that managing wait times are crucial for their customer satisfaction and bottom-line. Whether on the phone, at the checkout counter, or in a restaurant, long wait times lead to a subpar customer experience and a drop in sales.
Customers' patience can be psychologically manipulated by selective colour choices (like blue), temperature, or the visuals that surround them during their wait times.
New studies reveal that customer’s patience levels increase when they are provided with a feeling of nostalgia, alleviating the negative effects of waiting long.
The experiment shows that being in a state of nostalgia relaxes us and puts us in a positive mood, as we remember a unique or favourite experience of the past, which we are unlikely to experience again. Example: A long waiting line at the checkout counter can benefit from 70s music playing in the background.
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