Comments on: The Impact of Reducing Customer Wait Time

By: Adam Toporek

Adam Toporek — Sat, 05 Apr 2014 12:33:28 +0000

Thanks Jeff! Appreciate the comment.

It’s very true about self-reports of time. It’s one of the criticisms (or caveats I should say) about Malcolm Gladwell’s 10,000 hour rule, that the research he drew on incorporated self-reporting of hours spent practicing. And most people tend to think they spent more time practicing than they did.

By: Jeff Toister

Jeff Toister — Mon, 31 Mar 2014 15:59:10 +0000

Great to see you on the Salesforce blog, Adam! This is definitely an important topic. One of the things I discovered in my own research was that customers inflate the actual amount of time they wait by an average of 36%. In other words, waiting is bad, but in our imaginations it’s even worse.

Here’s a link to a summary of that research, plus the factors that can counteract the feeling:
http://www.toistersolutions.com/blog/2013/9/24/jedi-mind-tricks-for-reducing-customer-wait-time

By: Adam Toporek

Adam Toporek — Mon, 17 Feb 2014 01:41:34 +0000

In reply to Frank Strong. So true Frank! But at least it's an opportunity for the rest of us to find competitive advantage. :)

By: Frank Strong

Frank Strong — Sun, 16 Feb 2014 22:00:05 +0000

Unfortunately, waiting is the status quo in many industries, and especially on the toll free number.