Worth the Wait: How to Extend the Customer Experience to Outside Queues

By Ron Lutz for Chain Store 

Retail CX to Outside Queues


Queue solutions for reopening stores

Brick-and-mortar stores across the country are reopening with limits on customer capacity. What this means is that as we approach the summer months, customers will be waiting outside in the unpredictable weather for their turn to shop. So how can retailers invest in a more comfortable and convenient outside waiting experience? Ron Lutz, Miller Zell’s chief retail officer, provides some insights.


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Ron Lutz
EVP, Chief Retail Officer
Ron Lutz, who recently retired from Miller Zell, built his career by guiding retailers through transformational growth and change. With over 35 years of leadership experience, his focus while at Miler Zell was acting as the voice of the customer as chief retail officer. Before joining Miller Zell, he was a VP for Lowe’s, focusing on the omnichannel customer experience.