Over the holidays I found myself in many lines, whether they were to buy something or mail it at the post office. On the occasion I was trying to ship a package I found out that I did not have the right form. Unfortunately, I waited for over half an hour before learning this and had to start over at the end of the line once I had the correct form. I’m guessing something similar has happened to you where you didn’t have what you needed to perform the transaction when you reached the end of the line or found out you were in the wrong line all together. In scenarios where these types of lines exist, the organization should employ an individual (could be someone rotating out of one of those boring seat jobs) to talk to people in the line in order to make sure they a.) have everything they need for when they’re at the counter and/or b.) are in the correct line.
About the Author
Darin Archer is chief product officer at Yottaa, a performance optimization company serving hundreds of eCommerce brands. He has led product strategy for major eCommerce platforms at Adobe, IBM, and Elastic Path, and has retail experience at Gap Inc., where he worked to wrangle martech and create better digital shopping experiences.
