The Psychology of waiting

Benjamin Franklin should have said that there are 3 sure things in life, death, taxes and waiting. It is fair to say that in business the better your waiting experience, the better your service. In this presentation, we will uncover the psychology of waiting and show you some examples of some awesome experiences across multiple channels, face to face, telephone and online. We will also give you real life data from our recent case studies with government, business and retail that highlight how the smallest changes can uncover huge benefits.

We would recommend this for anyone who is responsible for increasing satisfaction in any channel where people have to wait. We also promise you, after this presentation you will never wait in line the same way again.

Presentation audio



The Psychology of waiting - Freya Elliot