· Michele Mazzucco · Post
The psychology of control: why the best queues make customers feel in charge
Customers don’t hate waiting — they hate uncertainty. Control, transparency, and fairness matter more than duration.
Tag: Strategy
· Michele Mazzucco · PostQueue Equity: the overlooked KPI that erodes trust
Speed and efficiency are metrics you track. But what about fairness? In an era of instant expectations, inequitable waits are a silent threat to trust, loyalty, and revenue.