The Art of the Queue: How Brands Turn Waiting Lines into Marketing Gold
In an era of instant digital gratification, there's something peculiarly fascinating about seeing hundreds of people voluntarily waiting in line for hours or even days. From the latest iPhone launches, exclusive streetwear drops to a seemingly humble bubble tea, these queues have become a powerful marketing phenomenon that continues to shape consumer behavior and brand perception.
The Strategic Queue: A Marketing Masterstroke or A Tacky Stunt?
Yes, companies do pay people to queue for their launches – a practice known as "line sitting" or "professional queuing." This tactic has evolved from a spontaneous occurrence into a sophisticated marketing strategy that creates buzz, generates media attention, and fuels FOMO (fear of missing out) among consumers.
Masters of the Queue: Brands That Set the Standard
Several brands have perfected the art of queue-based marketing:
1. Apple: The tech giant's iPhone launches are legendary, with companies paying line-sitters $100-250 per day. Apple subtly encourages these queues by providing amenities to these sitters and having staff engage with the crowds, creating a festival-like atmosphere.
2. Supreme: The streetwear brand has built its entire business model around artificial scarcity and long lines. The "Supreme drop" has become a cultural phenomenon, with professional line-sitters earning substantial amounts to wait for limited releases.
3. Gaming Console Launches: Both Sony and Microsoft orchestrate elaborate launch events for their PlayStation and Xbox releases, combining long queues with midnight launch parties and exclusive giveaways.
4. F&B Launches: Food and beverage is an essential item and in places where they are the first to be launched in the country, especially if it’s a renowned brand elsewhere, be it doughnuts, cream puffs, burgers or bubble tea, you can expect queues of people that help add to the hype of the official launch. Some are puzzling while some might be ‘genuine’ buzz created organically; you be the judge of that!
The Asian Queue Revolution
The practice of professional queuing has reached new heights in Asia, where it's not just a marketing tactic but a legitimate service industry:
Japan
- Professional line-sitters ("yoyaku-tetsuke") are in high demand for limited-edition food items and restaurant openings
- Sushiro famously paid people to form queues when launching new locations to create a "popular restaurant" image
- Pokemon merchandise releases regularly generate massive queues
China
- "Paipai" (professional queuers) are organized through sophisticated apps and WeChat groups
- Luxury brands frequently employ this tactic for product launches
- Real estate developers use paid queuers to create artificial buying frenzies
- Some malls and restaurants hire fake customers to appear consistently busy
Singapore
- The "kiasu" (fear of missing out) culture drives queue marketing
- Property launches and restaurant openings regularly employ professional queuers
- The Shake Shack opening saw paid queuers waiting for days
- Hello Kitty promotions at McDonald's led to the development of professional queue management systems
The Rise of Queue-as-a-Service
A fascinating spin-off of this phenomenon is the emergence of professional queuing services where consumers pay others to wait in line for them. In Bangkok, "queue-fixers" charge around 700 baht ($27) to secure spots at popular Michelin-starred restaurants. Singapore's iQueue startup offers services ranging from $20 for one hour to $250 for 18 hours of queuing.
Digital Evolution: The Virtual Queue
Modern brands have adapted queuing psychology to the digital realm:
- Harry's razor company generated 100,000 sign-ups in a week through a virtual waiting list
- Robinhood gained nearly a million users pre-launch through a gamified referral queue system
- Monzo created engagement through a transparent waiting list where users could see their position
Effectiveness and Considerations
When executed well, queue marketing can:
- Generate substantial earned media coverage
- Create social proof of product demand
- Build community among brand enthusiasts
- Drive social media engagement through user-generated content
- Establish product exclusivity and desirability
Key Considerations Before Implementation
It might sound like a quick win and low hanging fruit to take advantage of but is it suitable for all brands?
1. Authenticity: While paid queuers can jumpstart interest, the strategy works best when there's genuine consumer demand to sustain it.
2. Market Fit: Queue marketing is most effective for products with strong appeal against scarcity and/or affordability.
3. Cultural Context: What works in Singapore might not work in New York – understand your market's relationship with the queuing culture.
4. Resource Management: Ensure proper crowd management, safety measures, and amenities for waiting customers as this might backfire on you socially if the other organic customers are unhappy and start complaining.
5. Digital Integration: Consider how physical queues can be amplified through social media and digital engagement.
6. Brand Alignment: The strategy should align with your brand's positioning and values. Not all brands think “queues” equal desirability.
How This Trend will Evolve
As consumer behavior continues to evolve, the art of queue marketing adapts accordingly. While some brands are moving away from physical queues in favor of digital alternatives, others find continued value in creating these obvious spectacles of demand.
The key lies in understanding your audience and crafting experiences that transform the simple act of waiting into a memorable brand moment. Hai Di Lao does this pretty well and turn it into almost like their trademark queuing experience for customers by providing them with snacks, refreshments and even nail services.
Whether physical or digital, the psychology behind queue marketing remains powerful: people value what they have to wait for, and the sight of others waiting makes us wonder what we might be missing out on.
Mad About Marketing Consulting
Advisor for C-Suites to work with you and your teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.
Citations:
https://kickofflabs.com/blog/5-small-businesses-made-it-big-with-prelaunch
https://www.prefinery.com/blog/referral-programs/prelaunch-campaign/examples/saas/
https://www.convinceandconvert.com/digital-marketing/how-to-create-buzz/
https://fastercapital.com/topics/creating-a-buzz-with-exclusive-launch-events.html
https://viral-loops.com/blog/buzz-marketing/
https://queue-it.com/blog/influencer-marketing-strategy-product-launch/
https://www.straitstimes.com/asia/se-asia/queue-fixers-help-tourists-stomach-long-lines-at-bangkok-s-michelin-rated-eateries
https://newsroom.airasia.com/news/2023/3/2/say-goodbye-to-restaurant-queues-with-airasia-super-apps-queuing-service
https://sg.news.yahoo.com/new-service-singapore-lets-pay-someone-queue-100357551.html
https://www.asiaone.com/business-wires/because-everything-also-need-queue-singapore-startup-will-do-it-you-20-hour
https://cnalifestyle.channelnewsasia.com/living/htb-service-help-buy-professional-queuer-concert-tickets-392956
The Evolution of the 7Ps: Timeless Wisdom in the Digital Age
After decades of witnessing marketing trends rise and fall like tides, one truth remains constant: the fundamentals remain while the methods evolve. In an era where artificial intelligence, social media, and digital transformation dominate business conversations, the 7Ps of marketing—Product, Price, Place, Promotion, People, Process, and Physical Evidence—continue to serve as our compass through the stormy seas of digital transformation and evolution.
The Foundation: Ancient Wisdom Meets Modern Reality
Like a well-designed blueprint, the 7Ps were developed as an extension of the original 4Ps to better address the service industry's needs. Today, these principles aren't just elements of a framework; they're the pillars upon which all meaningful market connections are built, providing a comprehensive structure for developing and executing marketing strategies, regardless of whether you're selling physical products, digital services, or hybrid solutions.
The Digital Metamorphosis of Each P
1. Product: From Matter to Mind
Then: Focused primarily on tangible features and benefits
Now: Where once we crafted tangible goods with our hands, we now shape digital experiences with our minds. Products constantly evolve with each user interaction, encompassing:
- Digital products and SaaS solutions
- Hybrid offerings with digital companions
- Data-driven development cycles
- Real-time customer feedback loops
2. Price: The Art of Value Exchange
Then: Traditional pricing models based on cost-plus or market-based strategies
Now: Pricing has transformed into a sophisticated dance of algorithms, propensity and psychology, featuring:
- Dynamic pricing powered by AI algorithms
- Subscription-based models
- Freemium strategies
- Microtransactions
- Real-time market response capabilities
3. Place: The Infinite Marketplace
Then: Physical distribution channels and retail locations
Now: The marketplace has transcended physical boundaries, becoming an omnipresent reality where digital and physical realms intertwine:
- Omnichannel presence
- E-commerce platforms
- Mobile apps
- Social commerce
- Seamless online-offline integration
4. Promotion: The New Storytelling
Then: Traditional advertising and marketing communications
Now: We've moved from monologue to dialogue, from broadcast to conversation:
- Content marketing and storytelling
- Social media engagement
- Influencer partnerships
- Personalized digital campaigns
- Data-driven optimization
- Community-driven narratives
5. People: The Human-Digital Symphony
Then: Focus on staff training and customer service
Now: Every digital touchpoint must be imbued with human understanding:
- Virtual assistants and chatbots
- Social media community managers
- Influencer partnerships
- Technology-augmented human support
- Community building
6. Process: The Hidden Architecture
Then: Standard operating procedures and service delivery protocols
Now: The processes that once lived in dusty manuals now flow through digital veins:
- Automated workflows
- AI-driven decision-making
- Data and AI-powered customer journeys
- Real-time adaptability
- Seamless integration
7. Physical Evidence: The Digital Gateway
Then: Store layout, branding materials, and physical touchpoints
Now: Every interaction builds trust in an increasingly virtual world:
- User interface design
- Website experience
- Mobile app functionality
- Digital brand presence
- Virtual and augmented reality experiences
The Impact of Modern Technologies
The true power of modern marketing lies in how we weave together four key technological advances:
1. The MarTech Ecosystem
- Marketing automation platforms
- Customer relationship management systems
- Analytics and reporting tools
- Attribution modeling
- Integrated tech stacks
2. The Data Symphony
- Real-time customer insights
- Predictive analytics
- Behavioral tracking
- Performance optimization
- Pattern recognition
- Business and consumer intelligence
3. The Platform Paradigm
- E-commerce integration
- Mobile-first approaches
- Cloud-based solutions
- API ecosystems
- Cross-platform and omnichannel consistency
4. The Social Fabric
- Community building
- User-generated content
- Influencer partnerships
- Social commerce
- Digital word-of-mouth
Looking into the Marketing Horizon
As we stand at the crossroads of tradition and innovation, remember this: while the tools will continue to evolve, the principles remain eternal. The successful marketers of tomorrow will be those who can honor the wisdom of the past while embracing the possibilities of the future.
The future will likely bring further evolution as technologies like augmented reality, virtual reality, and artificial intelligence mature. However, the 7Ps aren't just a framework – they're a lens through which we can understand the eternal dance between business and consumer. As we venture into new frontiers, let these principles be our north star.
The key to success isn't just adopting new technologies—it's understanding how these innovations can be integrated into a comprehensive marketing strategy that addresses all seven Ps in a cohesive and customer-centric way. In marketing, as in life, the more things change, the more we need to stay grounded in fundamental truths.
Mad About Marketing Consulting
Advisor for C-Suites to work with you and your teams to maximize your marketing potential with strategic transformation for better business and marketing outcomes.