The hidden destroyer of customer experience

A few weeks ago, my wife and I took our kids to one of my favorite places to visit in the summer — a water park. In this case, it was Six Flags Hurricane Harbor in New Jersey. We had to find a few rides that my youngest – 5-year old Ted – could go on, and without too much trouble, we found the perfect one: Hurricane Mountain. With six slides and a capacity of 960 riders per hour, we were guaranteed a swiftly moving line. When we got there, the “outside” line was only about 8 deep, and the waiting time at the “inner” line was reported as 10 minutes. So, we got in line and waited.

And waited. And waited. And waited...

Read the rest at the Washington Business Journal.