Blog

The rise of large language models (LLMs) like ChatGPT and Claude is revolutionizing the world of SEO. These advanced AI systems, with their ability to read, understand, and interpret web pages, are reshaping the way search engines process and rank content.

 must adapt their strategies to align with the capabilities of LLMs and the evolving expectations of users.

In this article, I would like to share my thoughts on how LLMs are reshaping the SEO landscape and discuss the key strategies and best practices for optimizing websites in this AI-powered future.

1. Emphasis on Content Quality and Relevance

LLMs assess the quality, relevance, and coherence of web page content.

High-quality, informative, and engaging content becomes even more crucial for SEO success as LLMs can effectively identify and penalize low-quality, spammy, or duplicate content.

2. Shift from Keyword Optimization to Semantic Relevance

Traditional keyword stuffing techniques become less effective as LLMs understand context and meaning.

SEO practices shift towards optimizing for semantic relevance and topical authority, focusing on comprehensive, well-structured content that addresses user needs and provides value.

3. Understanding User Intent and Semantic Search

LLMs enable search engines to better understand user intent behind search queries.

SEO strategies need to focus more on addressing user needs, answering questions, and providing comprehensive information on a topic, utilizing structured data markup to help LLMs understand context and relationships.

4. Evolution of Link Building and Authority

LLMs analyze the quality and relevance of backlinks pointing to a website.

SEO practitioners need to focus on earning high-quality, relevant, and natural backlinks from authoritative sources while avoiding spam or manipulative link building practices.

5. Importance of User Engagement and Behavior

LLMs analyze user engagement metrics such as time spent on page, bounce rate, and click-through rate.

SEO strategies should focus on improving user satisfaction, reducing bounce rates, and encouraging longer session durations, as websites with engaging and interactive content will be favored by search algorithms.

6. Optimization for Voice Search and Conversational Queries

LLMs power voice assistants and enable more accurate interpretation of voice search queries.

SEO practices need to adapt to optimize for natural language queries and conversational keywords, utilizing structured data markup to help LLMs understand content's context and provide more relevant voice search results.

LLMs assist search engines in delivering personalized and context-aware search results.

SEO strategies need to consider factors like user location, device, search history, and preferences, making optimization for local search, mobile-friendliness, and user-specific content more important.

8. Importance of Featured Snippets and Quick Answers

LLMs help search engines extract relevant information from web pages to generate featured snippets and quick answers.

SEO strategies should focus on optimizing content for question-based queries and providing concise, direct answers, structuring content with clear headings, bullet points, and summaries to increase the chances of being featured.

LLMs can analyze and understand the context of images and videos on web pages.

SEO practices should include optimizing visual content with relevant alt tags, captions, and descriptions, as well as embedding structured data to help LLMs understand the content and context of videos.

LLMs facilitate better understanding and translation of content across different languages.

SEO strategies for multilingual and international websites need to consider optimizing for language-specific keywords and cultural nuances, utilizing hreflang tags and language-specific structured data to help LLMs identify and serve the most relevant content based on user language preferences.

11. E-A-T (Expertise, Authoritativeness, Trustworthiness)

LLMs assess the expertise, authoritativeness, and trustworthiness of content and its authors.

SEO practices should focus on demonstrating E-A-T signals through high-quality content, author profiles, and external references, as building a strong brand reputation and earning trust through consistent, reliable information will be crucial for SEO success.

LLMs identify and prioritize fresh and updated content in search rankings.

SEO strategies should include regularly updating and refreshing existing content to maintain its relevance and value, incorporating new information, statistics, and insights to keep content up-to-date and attractive to both users and search engines.

As LLMs process and analyze web content, user privacy and data security become increasingly important.

SEO practices should adhere to privacy regulations, ensure secure user data handling, and implement SSL certificates, secure data handling practices, and transparent privacy policies to build trust with users and search engines. 

LLMs can be combined with other AI technologies, such as computer vision and sentiment analysis, to enhance SEO efforts.

SEO strategies may incorporate AI-powered tools for tasks like keyword research, content optimization, and competitor analysis, making it essential to stay informed about the latest AI advancements and their applications in SEO.

Practical Strategies for LLM-Friendly SEO

As companies navigate the changing SEO landscape influenced by large language models, it is crucial to adapt and implement strategies that align with these new realities.

1. Invest in High-Quality, User-Centric Content

Create in-depth, informative product descriptions that go beyond generic specifications, highlight unique features and benefits, and answer common questions at every stage of the buyer's journey.

High-quality, user-centric content is essential because LLMs are designed to understand and prioritize content that effectively addresses user needs and provides value.

2. Optimize for Semantic Relevance and Natural Language

Focus on creating content that comprehensively covers a topic, using natural language and conversational tone to align with how users interact with LLMs.

LLMs understand the context and meaning behind content, making it essential to focus on topical relevance rather than keyword stuffing.

Ensure that product information is accurate, comprehensive, and easily digestible by LLMs, incorporating common questions and phrases related to your products.

Enhanced product information signals to LLMs that a product is popular, trustworthy, and relevant to user needs.

4. Build Genuine Authority and E-A-T Signals

Demonstrate expertise, authoritativeness, and trustworthiness (E-A-T) with high-quality reliable content, expert author profiles, and external references, collaborating with industry influencers to create valuable content and earn high-quality backlinks.

Building genuine E-A-T signals helps establish trust and credibility with LLMs, contributing to improved search visibility and long-term success.

Use structured data markup (e.g., Schema.org) to provide explicit information about your products, reviews, ratings, and other relevant entities to LLMs, ensuring accuracy and completeness.

Structured data markup helps LLMs better understand the context and relationships between entities on a webpage, leading to improved visibility and potentially higher rankings.

Use clear, descriptive, and hierarchical headings (H1, H2, H3, etc.) to organize your product page content, ensuring that your main product title is wrapped in an H1 tag.

Using clear, descriptive, hierarchical, and meaningful headings makes it easier for LLMs to understand the structure and relevance of the information.

7. Provide Detailed and Relevant Product Information

Include comprehensive product descriptions that cover all essential details, features, benefits, and specifications, using structured formats and incorporating relevant keywords naturally.

Detailed and relevant product information is key to providing LLMs with the necessary context to understand and rank product pages effectively.

Use high-quality, relevant images and videos to showcase your products, implement image sitemaps, and provide descriptive and accurate alt text for all images.

Optimizing visual content ensures that LLMs can understand the context and content of the visual elements on your product pages.

9. Optimize for Long-Tail Keywords and Natural Language Queries

Incorporate long-tail keywords and natural language phrases into your product descriptions and content, considering the various ways users might search for your products.

Optimizing for long-tail keywords and natural language queries aligns with how users interact with LLMs, making it important to target conversational and specific search phrases.

10. Optimize for Featured Snippets and Rich Results

Structure your product content to appear in featured snippets and rich results on search engine results pages (SERPs), using clear headings, bullet points, and numbered lists, and implementing relevant structured data markup.

Featured snippets and rich results, often populated by LLMs, can significantly boost visibility and drive traffic, making it crucial to optimize content for these SERP features.

11. Provide Clear and Prominent Calls-to-Action (CTAs)

Ensure that your CTAs are easily identifiable and accessible to LLMs, using descriptive text, appropriate placement, and structured data markup (e.g., schema.org/Action).

Easily identifiable and descriptive text for CTAs makes it easier for LLMs to understand their purpose and relevance.

12. Leverage User-Generated Content (UGC)

Encourage customers to leave reviews, ratings, and feedback on your product pages, implementing structured data markup (e.g., schema.org/Review) to make this content more easily understandable and indexable.

User-generated content, such as reviews and ratings, provides valuable signals to LLMs about a product's quality and popularity, influencing search rankings and user trust.

Use breadcrumb navigation on your product pages to provide a clear hierarchical structure and help users (and LLMs) understand the relationship between different categories and products, implementing structured data markup (e.g., schema.org/BreadcrumbList).

Consistent and logical hierarchical structure of your breadcrumb navigation helps LLMs contextualize your product pages.

Ensure that your website and content are accessible to users with disabilities, following Web Content Accessibility Guidelines (WCAG) to create an inclusive user experience.

LLMs can better understand and process content that follows accessibility guidelines, such as using alt text for images, providing transcripts for videos, and using clear, descriptive headings.

15. Implement a Strong Internal Linking Strategy

Develop a robust internal linking strategy between different pages and products on your website, using descriptive anchor text and linking to relevant, high-quality content.

Internal linking structure that is logical and hierarchical makes it easy for LLMs to navigate and understand relationships between different pages and products on your website.

Optimize your content by providing clear, concise, and relevant information in easily digestible sections, using descriptive headings, subheadings, and bullet points.

Enabling LLMs to identify and rank specific passages within a webpage that are most relevant to a search query by optimizing content for passage ranking.

SEO in the Age of LLMs: Transforming Your Website for the LLM-Driven Future of Search

In the fast-paced and highly competitive world of eCommerce, delivering an exceptional user experience is no longer a luxury; it's a necessity. With the introduction of Core Web Vitals, Google has provided a set of standardized metrics that quantify the user experience of a website.

 businesses, understanding and optimizing these metrics is crucial to engage users, drive conversions, and stay ahead of the competition

Core Web Vitals focus on three key aspects:

. This article covers three key metrics—Largest Contentful Paint (LCP), Interaction to Next Paint (INP), and Cumulative Layout Shift (CLS)—and explores the impact of each of these metrics on eCommerce conversion rates as well as the trade-offs.

LCP measures the loading speed of a website by tracking the time it takes for the largest content element to become visible. In the eCommerce context, this could be a hero image showcasing a flagship product or a prominent call-to-action button.

A fast LCP is essential to capture user attention and prevent high bounce rates. 

Studies have shown that a mere one-second delay in page load time can lead to a staggering 7% reduction in conversions (BigCommerce).

Imagine an online fashion store that takes too long to display product images—potential customers are likely to abandon the site in favor of faster competitors.

INP, which replaces First Input Delay (FID), measures the responsiveness of a website by capturing the latency between a user's interaction and the subsequent visual response.

In an eCommerce setting, this could be the time it takes for a product to be added to the cart after a user clicks the "Add to Cart" button or the responsiveness of a search bar as users type their queries.

A low INP ensures a smooth and seamless user experience, fostering engagement and encouraging transactions

. A responsive website instills confidence in users, making them more likely to complete their purchases.

CLS quantifies the visual stability of a website by measuring unexpected layout shifts during the lifespan of a page. For eCommerce websites, a high CLS can be particularly detrimental as it can lead to accidental clicks on unintended elements, such as adding the wrong product to the cart or clicking on an irrelevant link.

Ensuring a stable layout is vital to maintain user trust and facilitate seamless interactions

. A visually stable website allows users to browse and transact with confidence, without the frustration of constantly readjusting their focus.

Tradeoffs and interplay between Core Web Vitals

While optimizing Core Web Vitals is essential, it's equally important to strike a balance between 

 and functionality. Each metric is interconnected, and improving one may have consequences on the others.

For instance, techniques used to improve LCP, such as lazy-loading images, can inadvertently increase CLS if not implemented properly. Similarly, optimizing INP by deferring JavaScript execution may delay the loading of critical interactive elements, impacting the user experience.

An online electronics store, for example, may 

prioritize showcasing high-resolution product images and videos

 to provide a comprehensive product experience. However, this approach may impact LCP if not optimized properly. On the other hand, a ticketing website may prioritize INP to ensure that users can quickly and seamlessly select seats and complete their purchases without any delays.

Similarly an eCommerce website may decide to 

 to improve LCP. However, this implementation delays the loading of the "Add to Cart" button, which is crucial for user interaction. As a result, while the LCP improves, the INP suffers, leading to a slower response time when users try to add products to their cart. This tradeoff negatively impacts the user experience and may lead to lower conversion rates.

Another example is say an eCommerce website implements lazy-loading for product images 

. As a result, the LCP improves, but the website experiences layout shifts as images load, leading to a higher CLS. This tradeoff can disorient users, as elements may suddenly move around the page, making it difficult to interact with the content and potentially leading to accidental clicks or missed conversions.

One final example, say an eCommerce website 

 to improve INP by breaking down long-running tasks into smaller, asynchronous chunks. However, this approach causes certain elements to render later, resulting in layout shifts and a higher CLS. Users may experience a visually unstable page as elements appear and shift unexpectedly, leading to a disorienting experience and potentially impacting conversion rates.

Optimization strategies and associated tradeoffs

By compressing images, using appropriate formats like WebP, and lazy-loading non-critical images, eCommerce websites can significantly improve LCP. However, careful implementation is necessary to avoid negatively impacting CLS.

For instance, an online furniture store can optimize product images to load quickly while ensuring that the page layout remains stable during the loading process.

Deferring non-critical JavaScript and implementing lazy-loading can enhance LCP, but it's crucial to ensure that critical interactions are not delayed, as this may increase INP.

An eCommerce website selling software products can prioritize the loading of essential features like product demos and pricing information while deferring less critical elements.

Lazy-loading non-critical content, such as images and videos below the fold, can improve LCP by focusing on rendering critical content first. However, proper space reservation is essential to prevent layout shifts and maintain a low CLS.

An online grocery store can prioritize the loading of product categories and search functionality while lazy-loading product recommendations and user reviews.

Using techniques like font-display:swap and preloading critical fonts can improve LCP and prevent layout shifts, thereby enhancing CLS.

An eCommerce website selling luxury products can ensure that its brand fonts load quickly and seamlessly, providing a visually appealing and stable experience.

Lazy-loading non-critical third-party scripts and using async or defer attributes can reduce their blocking time and improve LCP. However, careful consideration should be given to scripts that impact critical interactions to avoid increasing INP.

An online travel agency can optimize the loading of third-party widgets like customer reviews and social media feeds while ensuring that the booking process remains smooth and responsive.

Leveraging CSS animations instead of JavaScript animations and implementing efficient techniques like FLIP and CSS transforms can improve INP and minimize layout shifts, positively impacting CLS.

An eCommerce website selling clothing can use smooth and visually appealing animations to showcase product variations without compromising the responsiveness of the site.

Mastering Core Web Vitals is not just a technical exercise; it's a strategic imperative for eCommerce businesses striving to deliver exceptional user experiences and 

. By understanding the impact of LCP, INP, and CLS on user engagement and sales, eCommerce leaders can make informed decisions, prioritize optimizations, and strike the right balance between performance and functionality.

Investing in Core Web Vitals optimization is an investment in your eCommerce success. By delivering fast, responsive, and visually stable experiences, you can foster user trust, increase engagement, and ultimately boost conversion rates. Real-world examples from various eCommerce sectors demonstrate the tangible benefits of optimizing Core Web Vitals.

 speeds up websites and apps for faster, easier customer browsing and purchasing. To learn more about how you can automatically optimize your website performance, please view a 

Neglecting Core Web Vitals is like leaving money on the table – optimize them to boost your eCommerce success.

The Core Web Vitals Butterfly Effect: Small Optimizations, Big Impact On User Experience And Conversions

Unlocking Revenue and Engagement with HyperSearch

In today's digital age, search technology has become a critical component for businesses looking to stay ahead in the competitive online marketplace. The phrase "finders keepers" aptly describes the importance of effective search in retaining customers and driving loyalty. When users find what they're looking for quickly and easily, they are more likely to remain on the site, make a purchase, and return in the future.

However, poor search experiences can have dire consequences: 

 are abandoned because of search issues, 

 leave when search doesn't meet their expectations, and 69% of consumers say that they often see irrelevant results . Advanced search solutions powered by artificial intelligence (AI) are revolutionizing industries such as eCommerce, travel, and OTT video streaming services by delivering instant, personalized, and multi-modal search capabilities. By providing a seamless search experience, companies can significantly increase user engagement, conversion rates, and revenue.

The importance of search in the consumer journey

 plays a vital role in the consumer journey, especially when it comes to making purchase decisions. Studies have shown that between

 use the search bar on eCommerce sites, and these search users are 2-4 times more likely to convert compared to non-search users. In today's 

 world, the speed and accuracy of search are paramount, as users expect quick and relevant results on the go. By optimizing search functionality, businesses can guide users towards conversion, minimizing frustration and increasing the likelihood of a successful purchase.

The power of AI in search: anticipating user needs

Intelligent search algorithms powered by AI and machine learning are transforming the way users navigate the digital landscape. By understanding user behavior patterns, demographics, and the intricate connections between seemingly unrelated items, platforms like Amazon, Netflix, and Disney+ can anticipate user needs, understand preferences, and guide users towards choices they may not have initially considered. AI-powered search algorithms analyze vast amounts of data points and leverage the collective wisdom of similar users to make highly relevant recommendations, enhancing the user experience and increasing engagement and satisfaction.

Real-time personalization: delivering relevant search results

AI-driven search algorithms analyze user queries, preferences, and behavior to provide personalized search experiences in real-time. By leveraging data such as previous searches, clicked links, user profiles, and real-time context, businesses can gain valuable insights into their customers' needs and interests. This knowledge not only enhances the search experience but also allows for targeted marketing and improved customer satisfaction. AI-powered semantic search capabilities go beyond simple keyword matching, interpreting the context and intent behind search queries to deliver more accurate and meaningful results.

Industry-specific benefits of AI-powered search

: AI-powered search solutions empower eCommerce businesses to provide accurate and relevant results, facilitating customers in finding desired products promptly and increasing conversion rates and revenue growth.

2. Travel: Personalized search results based on user preferences, historical bookings, and real-time data significantly elevate the booking experience, boosting customer satisfaction, loyalty, and revenue.

3. OTT Platforms: AI-driven search solutions provide semantic search capabilities, enabling users to discover content based on their interests, moods, or preferred genres, maintaining user engagement, minimizing churn, and driving subscription revenue.

PhotonIQ HyperSearch: the AI-powered Search Solution

 is a cutting-edge search solution that harnesses the power of AI to revolutionize the way businesses approach search technology. With its advanced capabilities and lightning-fast performance, HyperSearch empowers organizations to deliver exceptional search experiences that drive user engagement and revenue growth.

: HyperSearch supports both lexical keyword matching and intuitive semantic search across data indexed from multiple locations to the edge, ensuring users can promptly access the desired information.

: HyperSearch utilizes AI algorithms to enable real-time personalization of search results based on past user behavior, profiles, context, geolocation, and context delivering highly relevant and engaging experiences.

: HyperSearch's AI-driven semantic search capabilities can comprehend the meaning and context behind search queries, enabling advanced features like product categorization, customer segmentation, recommendations, and content classification.

: HyperSearch employs AI-powered relevance ranking to analyze user behavior, item popularity, and contextual data to determine the most relevant search results. It also offers powerful filtering search capabilities, allowing users to refine their results based on specific attributes such as price range, brand, color, or size. This combination of advanced ranking algorithms and intuitive filtering options empowers users to quickly find the most relevant products or content, increasing the likelihood of user engagement and conversions.

Strategic Boosting: HyperSearch enables businesses to strategically boost specific products or content based on business goals or user preferences, guiding users towards items that are more likely to result in a purchase or engagement, ultimately driving sales and revenue growth.

Image and Multi-modal Search: HyperSearch elevates search functionality by supporting image and multi-modal search powered by AI and machine learning, enhancing product discoverability and delivering a more intuitive and efficient search experience.

Scalability and Performance: HyperSearch is built on a highly scalable architecture that ensures lightning-fast search performance, even with large volumes of data and concurrent users.

As AI continues to shape the search technology landscape, businesses must adapt their strategies to stay ahead of the curve. Some key trends and opportunities in AI-driven search marketing include:

1. Conversational AI and Voice Search Optimization: With the growing popularity of voice assistants like Alexa and Google Assistant, optimizing content for natural language processing and conversational AI will become increasingly important.

2. Predictive Search: By analyzing user data and behavior patterns, AI-powered search algorithms will be able to anticipate user needs and provide proactive recommendations, further enhancing the user experience.

3. Visual Search: As AI-driven image recognition technology improves, visual search will become more prevalent, allowing users to search for products or information using images instead of keywords.

4. Personalized User Experiences: AI-powered search solutions like PhotonIQ HyperSearch will enable businesses to deliver highly personalized user experiences across various touchpoints, increasing engagement, loyalty, and revenue.

In the battle for online success, businesses that invest in AI-powered search technology, like PhotonIQ HyperSearch, are better equipped to attract, engage, and retain customers. By providing instant, personalized, and multi-modal search experiences driven by artificial intelligence and real-time personalization, companies can unlock new revenue streams, boost conversion rates, and gain a competitive edge in the digital marketplace. As consumer expectations continue to evolve, embracing the power of AI-driven search solutions is crucial for businesses looking to thrive in the digital age. View our 

Search is a Finders Keepers Game

Research Reveals the Surprising Effects of Featured Snippets, Images, Ads, and More on Organic Clicks

Gone are the days when Google's search results were just a list of blue links. Today's search engine results pages (SERPs) are a dynamic, interactive ecosystem where traditional organic links vie for attention with extracted results, Google-owned services, and paid ads.

Features like featured snippets aim to directly answer searchers' questions, while components like image results and shopping ads compete for clicks. But how do these SERP elements actually impact user behavior and website traffic?

Google the Gatekeeper- How Search Components Affect Clicks and Attention

 by Jeffrey Gleason et.al has harnessed advanced causal inference techniques to analyze a vast dataset of real Google searches and uncover the answers. The findings have far-reaching implications for any organization that relies on organic search traffic.

Source: Paper - Google the Gatekeeper: How Search Components Affect Clicks and Attention

The above figure showcases six examples of extracted results components that aim to directly answer searchers' questions on the SERP itself.

The presence of these components at the top of the SERP can significantly impact user behavior and click-through rates to third-party websites.

The above figure shows seven examples of Google Services components - results that either link directly to Google-owned properties or that Google directly monetizes.

The prominent placement of these components allows Google to capture a larger share of SERP clicks and attention. For websites that rely on organic traffic, the presence of these components will pose a challenge.

Direct answers and featured snippets significantly reduce overall click-through rates (CTR). On average, 

When searchers can find the information they need directly on the SERP, they're less likely to click through to a website.

These extracted results also increase the time users spend on the SERP itself. 

Direct answers extend time on the results page by 10.9 seconds, while featured snippets increase it by 3.7 seconds

, compared to SERPs without these features. Like a hummingbird extracting nectar before moving on, searchers absorb the information they need before navigating away.

knowledge panels did not significantly impact CTR or dwell time

 in this study, contrasting with previous research. The effect may depend on the specific implementation and content of the panels.

Image results and local map packs increase clicks to Google-owned properties, by 19.9% and 22.5%

they decrease clicks to third-party websites, with image results reducing them by 17.7% and local packs by 13.9%

Google effectively captures a larger share of searcher attention and traffic.

Shopping ads substantially reduce organic clicks to third-party domains by 12.0% on average

, but intriguingly do not drive many clicks to Google Shopping itself.

The above figure shows the effects of Google Services on organic CTR to first-party domains (owned by Google) and third-party websites.

Website owners should carefully assess how these components affect traffic to their sites for important keywords and take steps to adapt their strategies accordingly.

Conduct a comprehensive audit of your website's search performance using Google Search Console data and rank tracking tools.

Analyze which SERP components most commonly appear for your target keywords.

If many of your priority search terms trigger featured snippets, that may account for a lower than expected organic CTR.

Optimize your content to win featured snippets for relevant, high-value keywords.

Structure your pages to provide clear, concise answers to common questions in your niche.

The key is to provide a definitive answer that fully satisfies the searcher's intent without needing to click through, while still enticing engaged users to visit your site for more in-depth information.

Enhance your product images and associated metadata to increase your visibility in Google image results.

Eye-catching, information-rich images can be a powerful lure for qualified shoppers.

Ensure you're implementing schema markup, optimizing alt text and file names, and following image SEO best practices.

For local businesses, a strong presence in Google's local map pack is invaluable. Verify and fully optimize your Google Business Profile, implement local schema markup on your site, generate positive reviews, and follow local SEO best practices to maximize your chances of a top map pack ranking for relevant searches.

To offset organic traffic lost to SERP features,

Consider a strategic paid search campaign focusing on high-value commercial keywords that trigger extracted results or Google components.

Monitor your organic CTR and traffic for these terms, and adjust bids to ensure you maintain a prominent presence and capture high-intent searchers.

The Core Web Vitals Butterfly Effect: Small Optimizations, Big Impact On User Experience And Conversions

SEO in the Age of LLMs: Transforming Your Website for the LLM-Driven Future of Search

The Core Web Vitals Butterfly Effect: Small Optimizations, Big Impact On User Experience And Conversions

Search is a Finders Keepers Game

Decoding Google's Search Components: How They Impact Your Website Traffic

Beyond Rankings: Harnessing SERP Features to Boost Organic Click-Through Rates in eCommerce

Need for Speed: How Website Load Times Impact Online Retail Success

Virtual Queues: How to Make It Feel Less Like Waiting

Mastering Virtual Queues: How Wait Time Information Impacts Customer Behavior

Leveraging Queue Psychology and Virtual Waiting Rooms for Enhancing Customer Satisfaction