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The 2-minute rule: why customers are leaving (and how to stop them)
The two-minute rule: data shows 80% of customers will hang up or abandon a chat if you make them wait.
Aug 18
•
Michele Mazzucco, Ph.D.
From frustration to 5 stars: a modern guide to hotel and hospitality queues
As the northern hemisphere enters its bustling holiday season, don't let long queues undermine your guest satisfaction. Learn how to turn wait time into…
Aug 3
•
Michele Mazzucco, Ph.D.
July 2025
Busting 6 common myths about queue management
Think queue management is just about controlling lines? In reality, it’s one of the most overlooked levers for better customer experience, smoother…
Jul 25
•
Michele Mazzucco, Ph.D.
No-wait secrets: when physical lines beat virtual—and vice versa
Waiting isn’t just a nuisance—it’s a revenue stopper. In this guide, we unveil the trade-offs between physical and virtual queues and reveal how leading…
Jul 18
•
Michele Mazzucco, Ph.D.
Queueing theory in action: optimizing supply chains from the inside out
Queues are everywhere in manufacturing and logistics—yet they are often invisible and unmanaged. From idle trucks to stalled work-in-progress, hidden…
Jul 11
•
Michele Mazzucco, Ph.D.
Designing virtual queues that don’t feel like waiting
Virtual queues can make self-service smoother—or more frustrating. In this guide, we break down what makes the difference, and how to design queues that…
Jul 3
•
Michele Mazzucco, Ph.D.
June 2025
You wouldn’t queue like that in a store. So why at an airport?
Why do airport queues feel so much worse than lines anywhere else? In this article, we explore what airlines and airports can learn from retail.
Jun 17
•
Michele Mazzucco, Ph.D.
Busting the myth — what that long queue really means
Long lines often feel like proof of success—but that’s not always the case. In this article, we explain why queues form, how perception can mislead, and…
Jun 7
•
Michele Mazzucco, Ph.D.
May 2025
When waiting becomes the problem — why healthcare can’t afford to stand still
In healthcare, even a single minute can make a meaningful difference. Yet patients are waiting not just minutes, but weeks or months — and the hidden…
May 28
•
Michele Mazzucco, Ph.D.
Queueing strategy 101: why layout matters more than you think
From checkout counters to digital support lines, your queue layout directly impacts wait times, efficiency, and customer satisfaction. Here is how to…
May 21
•
Michele Mazzucco, Ph.D.
The myth of more staff: why throwing people at long queues doesn't work
Hiring more staff feels like the obvious fix for long queues—but it often doesn’t work. Learn why queueing systems hit diminishing returns, and what…
May 14
•
Michele Mazzucco, Ph.D.
Virtual queues: the ultimate guide to skip-the-line technology in 2025
What makes a virtual waiting room truly effective? From open vs. closed queueing systems to vendor pros and cons, here's what you need to know before…
May 7
•
Michele Mazzucco, Ph.D.
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