Скачать или смотреть Waiting Lines, Explained

Discover why waiting in one line feels endless while waiting in another feels exciting (it's all about design, not time).
Have any business inquiries? Contact us here: https://grsnet.eu/
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Would you like to transform waiting lines from friction points into value-adding experiences that increase customer satisfaction and loyalty?

In this video, we'll talk about the psychology of designed waiting and the proven IEA Framework (Inform, Engage, Acknowledge) backed by MIT and Nobel Prize-winning research.

You'll discover:
Why waiting isn't about duration, it's about uncertainty, and how this changes everything
The 3 fatal design failures that make every minute feel like five (and how Disney, Starbucks, and top B2B events avoid them)
The exact framework to turn dead time into engaging pre-experience moments
Why an "explained" 10-minute wait feels shorter than an "unexplained" 5-minute one
How simple human gestures (eye contact, using names, saying "thank you") transform resentment into goodwill
A 9-point operational checklist you can apply immediately to any customer touchpoint

This changes how you think about queues, check-in flows, registration areas, and any moment where people wait. Instead of trying to eliminate time, you'll learn to design the experience of it.

Watch till the end!
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🔗 - LinkedIn:   / enrico-gallorini  
🌐 - My company: https://grsnet.eu/
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Chapters:
00:00 Why Do Some Waiting Lines Feels Endless, and others don't?
02:04 Actual Time vs Perceived Time
02:50 3 most common errors in designing waiting lines
05:25 How Disney designs unforgettable waiting experiences (pre-show tecnique)
05:56 Starbucks designs "personalized" waiting experiences
06:22 Same in B2B events
07:00 The exact checklist to turn dead time into engaging pre-experience moments
10:05 Conclusion
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🔗 - LinkedIn:   / enrico-gallorini  
🎵 - TikTok:   / enrico_gallorini  
🌐 - My company: https://grsnet.eu/

Have a question? Leave it in the comments below, we'll be happy to answer. 👇
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About Enrico Gallorini:

He is a global expert in Customer Insights and Visitor Experience, creator of the In-Person Movement, and Co-Founder and CEO of GRS Research & Strategy (Venice, Italy).

He is Board Member at Explori Ltd (London, UK), and has lectured at Bocconi University and spoken at 100+ conferences in 20+ countries.
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What you'll find in this channel:
In-depth talks & keynotes on decoding customer behavior at large events (TEDx, EXPO, etc.)
Data-driven tutorials on market research, BI tools, and strategic frameworks
Case studies & best practices from top partnerships

Plus: Behind-the-scenes content on crafting unforgettable experiences for millions of visitors.

If this topic interests you, make sure to subscribe!
See you in the next video.

#eventindustry #inpersonexperiences #visitorattraction #themeparksvenue #eventmarketing #enricogallorini