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Posted by on Aug 20, 2012

How ‘waiting in line’ can boost an experience

How ‘waiting in line’ can boost an experience

Bike traffic light in Amsterdam


As Alex Stone recently pointed out in an Op-Ed piece in the Times “Why Waiting in Line is Torture“,  waiting in line can ruin a customer’s experience before it even begins.

And understanding the customer and the psychology of line-waiting can make all the difference to creating great lines.  At C.Note, we spent months observing over 100 types of lines and interviewing more than 50 people waiting in line to get an idea on how the experience of waiting in line can get better.

The result? A simple Line Handbook that gives concrete ideas on how to create “good” lines and a 5 minute film about Waiting in Line covering the problem and solutions to making great lines.




  1. Still More Ideas for Improving Queuing | CustomerFaithful - [...] more shout-out, this time for Lea Ward and Melanie Standage at Trust Equity whose own blog on waiting-in-line has some ...
  2. The new Stedelijk Museum: working towards the A+ | Trust Equity - [...] Create a line plan : what to do to entertain and delight when lines form (see also our post ...
  3. A++ : The New Rijks – a museum experience to die for | Trust Equity - [...] steps to pro-actively reduce and manage the lines is an obvious quick win,  as the handbook  “How to Make ...

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