Clare Rayner on BBC Breakfast – Queuing in Retail

On 3rd August I got a call from the BBC Breakfast News team. The following morning it was arranged that I would make my way down to BBC Television Centre, the iconic building at Wood Lane, to do not 1, but 2 slots on the famous sofas with Sian and Bill!It was very nerve racking at first, however Sian and Bill are obviously very experienced with their guests nerves and had the ability to almost instantly put me at ease. The topic was the impact of queues on consumers…

Queuing in Retail – a study by Barclaycard reveals we’re getting more impatient!

The focus of the interview was queues! Barclaycard had recently done a study that proved consumers were more likely to abandon a low-value transaction if there was a queue, meaning a lost sale for the retailer. Barclaycard are ramping up the pace of the roll out of their contactless payment technology. Early adopters such as the sandwich chains EAT and Pret a Manger had proven how customers were able to transact in less than 1/2 the time of a standard card or cash payment when they used contactless – of course this reduced queues by speeding up the transaction time.

The discussion on the sofas…

As it was the BBC there was no overt mention of the “sponsor” of the study, the focus was around how, as a nation often mocked for our love of queuing, we are becoming increasingly intolerant of standing in line in a time-poor world.

My main point was to explain that if a consumer really wants an item they will wait and if it is a necessity, mundane purchase they won’t… you can see the rest on YouTube if it interests you!

Watch the full clips on YouTube

You can see the 2 outings on YouTube on my channel here… Clare Rayner: The Retail Champion – YouTube Channel – Enjoy!

About Clare Bailey

Clare Bailey, The Retail Champion (formerly Clare Rayner), is one of the most well-known and respected retail experts in the UK. With unrivalled knowledge in retail, high streets and consumer matters, she offers unbiased, independent content – whether engaged as a professional speaker, for broadcast media, or for a written feature. Clare is a business woman, entrepreneur and founder of several small businesses. Having been born into a family of successful business owners, it was inevitable that she’d eventually jump off the corporate treadmill and step out on her own! Today her brand portfolio includes The Retail Champion, The Retail Conference, the Future High Street Summit and the Support for Independent Retail campaign. In addition, she is co-founder of Mobaro Retail UK and a non-exec director of Beed Virtual Assistant Services. Having started her career as a fast-track store management trainee for McDonalds, she went on to work with leading retailers such as M&S, Dixons and Argos. She moved swiftly into management roles before being headhunted into senior consulting roles with global software giant SAP, and international management consulting brand, Accenture. Her corporate background in senior retail, consulting and technology roles, coupled with her experience of creating and running her own business, has enabled her to be equally capable whether consulting to global brands or micro businesses. This unique blend has not only positioned her as a leading expert in all things retail, but has enabled her to add meaningful commentary and insight to the debate around the future of the high street, and, how technology is driving fundamental change in the way consumers, and businesses, interact. Clare has become an influential voice in her field, which has resulted in her becoming a regular media contributor and sought-after conference speaker. Often seen on Good Morning Britain, BBC Breakfast, Sky News, and Chanel 5 (to name a few), Clare speaks on a myriad of retail, high street and consumer issues – but is particular adept when it comes to explaining the context behind retail trading results, newly released data, and government stats, in a palatable and informative manner. In addition to broadcast and conference speaking, Clare is the proud author of two best-selling business books published by Kogan Page - The Retail Champion: 10 Steps to Retail Success, published July 2012 and How to Sell to Retail: The Secrets of Getting Your Product to Market, published February 2013. She has provided contributions to various academic texts, including Retail Marketing Management (published by Pearson). With an engaging, conversational yet informative style, Clare writes for press and content agencies, providing features, articles, blogs and opinion pieces as well as contributions to white papers and reports. However, when the situation demands a more serious style, Clare can deliver - In 2016 she wrote an extensive report for a major insurance and risk law firm, as a retail expert witness, to support a public liability suit. She found that project particularly enjoyable as it played well to her strengths – assimilating large amounts of data and information, identifying the key points and articulating that in an understandable manner. When not on TV or speaking at conferences, Clare’s “day job” sees her supporting consumer-facing businesses through her consultancy services. When asked to describe what she most loves about retail consulting it is typically the opportunity to “dig deep”, getting “under the bonnet”, in order to leverage the business data to uncover the insights that lead to “lightbulb moments”. She also loves working on business change programmes that centre on improving the processes and systems to increase profitability by supporting more rapid, better informed decision making, improving the customer experience, or simply by become more efficient and streamlined. In this respect she considers herself a “business engineer” with a brain that works like a relational database! Due to her years of experience, her logical, objective approach, her quick, rational thinking, she is known for being able to cut through complexity, seeing right through to the crux of issues, finding creative solutions that others may have overlooked. As if all that wasn’t enough, Clare is a working mum, juggling a home life in rural Lincolnshire with her partner, their 5 kids, 4 cats, and geriatric Labrador! For all enquiries, contact Clare directly on 01727 238890 or email
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5 Responses to Clare Rayner on BBC Breakfast – Queuing in Retail

  1. Pingback: Tweets that mention Clare Rayner on BBC Breakfast – Queuing in Retail | Clare Rayner: The Retail Champion --

  2. Pingback: Meeting their service promise, every step of the way…The Bread Shop, McDonalds and Easy Jet | Clare Rayner: The Retail Champion

  3. clarerayner says:

    Just happened across a news item on BBC website relating to this feature – here

  4. Sales solution uk says:

    Queing and customer frustration will mean £££££ of list revenue for shops as customers leave. I fear companies have missed a crucial point that the easier the customers experience to include paying the more likely they will come back and spend more of there ££ instead of queuing elsewhere !!

  5. clarerayner says:

    I quite agree – and this is one of the reasons why Barclaycard are keen to get more retailers on board with Contactless as it is typically 1/2 the time to transact with contactless compared to even chip & pin. Of course there is a £15 limit per transaction…

    One of the reasons I believe online is growing is because of our hatred of queuing.

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