New Research Exposes Hidden Service Risks for Hoteliers

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Posts by David Wang

Free eBook: Secrets to Serving the Millennial Traveler

Millennials, set to surpass Baby Boomers this year as the nation’s largest generation, love to travel and crave memorable experiences. They demand fast, convenient and personal service: 67% expect a response from customer support within 10 minutes. 22% of millennials would stop doing business with a brand after one bad customer service interaction. 41% check…

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Free eBook: Confessions of a Hotel General Manager

True stories of hotel GM’s overcoming guest experience challenges. In this free eBook, we highlight the stories of four hotel general managers as they confess their toughest guest experience challenges and what they did to overcome them through improved communication and integrated workflows. Topics include: Differentiating the brand experience in a crowded market Improving staff…

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How to Engage Your Guests and Get Crucial Feedback

It’s no secret that TripAdvisor and other online review sites have a great influence on booking decisions. In fact, a study from New York University’s Preston Robert Tisch Center for Hospitality and Tourism found that travelers are nearly four times more likely to select a hotel with higher review scores when prices are the same.…

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3 Ways to Improve Hotel Operations and Reduce Labor Costs

As labor costs continue to rise and revenue growth begins to slow, hoteliers are looking for ways to improve operational processes and increase employee productivity, without lowering the quality of service for guests.  A recent report from HVS  stated that the rise of labor cost is due to the increased difficulty in hiring qualified staff…

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Zingle Announces Four New Integrations to Help Hotels Further Personalize the Guest Experience

CARLSBAD, CALIF. (PRWEB) JULY 11, 2019 Leading business-to-customer messaging solution, Zingle, today announced new integrations with several solutions commonly used in hospitality property operations, including Springer-Miller Systems, Maestro, Megasys, and Visual One. As hoteliers continue to look for ways to drive loyalty and personalize the end-to-end travel experience, the integrations allow teams to leverage the full…

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Zing-It! Intent-Triggered Workflow Automation

Operational efficiency plays a huge role in providing great guest experiences. Streamlining workflows and removing unnecessary steps in the service process can improve staff productivity while providing faster service for guests. In this Zing-It! Episode, we will show you how Zingle uses artificial intelligence combined with a service optimization system integration to trigger workflow automations…

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Zing-It! Personalizing Messages

Personalization is the key to improving your customer’s experience. When it comes to personalized communication, capturing and leveraging the right data combined with a real-time channel like messaging can help you tailor communication to each customer and improve the overall customer experience you’re providing. In this Zing-It! Episode, we will go over how to send…

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Rising Labor Costs and Slowing Growth a Major Concern for Hoteliers

During this month’s NYU International Hospitality Industry Investment Conference, much of the talk centered around rising labor costs and the effect it will have on the future of hospitality. Hotels operate 24 hours a day year round, which always makes operational costs and labor top of mind for hotel owners and investors. But the concerns…

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Zing-It! Conversation Assignments

For large-sized businesses that use text messaging to communicate with customers through various departments, efficiency is extremely important. Having incoming messages routed to the right person who can answer specific questions or fulfill requests helps businesses with customer service response time as well as improving employee productivity. In this Zing-It! Episode, we will show you…

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Hotel Inefficiencies that Hinder the Guest Experience

Other than increasing bookings and revenue, reducing operational costs is a top priority for hotel owners and managers. As data from CBRE shows about 77% of hotel expenses are labor and operating costs. This presents a huge opportunity for hotels to revisit and analyze their operational processes and identify areas where both labor and operational…

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3 Keys for More Effective Communication with Gen Z & Millennials

While Generation Z and millennials may have differences in some areas, like their financial pragmatism, views on the workplace, and entrepreneurial tendencies, they do have many similarities, including their love for travel. Millennials have been painted as the front-runners of the travel industry, but make no mistake, Gen Zs also caught the wanderlust bug in…

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Zingle Unveils Next Evolution of AI-Powered Guest Messaging Platform for Hotels

New Artificial Intelligence & Analytics Features Give Hotels Enhanced Opportunity to Personalize the Guest Experience CARLSBAD, CALIF. (PRWEB) JUNE 03, 2019 With hoteliers continuing to double down on technology spending aimed at increasing loyalty and personalizing the end-to-end travel experience, leading business-to-customer messaging solution, Zingle, today announced several new artificial intelligence and analytics features designed…

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Zing It! Automating Post Check-in Welcome Messages

Besides casual greetings and transactional interactions, hoteliers struggle to truly understand if guests are satisfied during their stay. They usually don’t find out about issues until guests have left the property and posted a negative review. In a recent webinar focused on mid-stay guest engagement, Michelle Huntzinger, VP of Hotel Operations at SLS Casino &…

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3 Keys to Delivering a Better Guest Experience for Millennials

If you can choose between getting the latest flat screen TV or taking a quick weekend getaway, which would you choose? If you are part of the millennial generation (those born between the 1980s and 2000s), you just might choose the getaway, because according to Boston Consulting Group, millennials will account for almost 50% of…

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Zing-It! Automating Appointment Reminders

In our new series called Zing-It!, we’ll show you various examples of how you can use Zingle’s workflow automation engine (called Zings) to streamline communication and improve employee efficiency while providing a better experience for your customers. In this episode, we will highlight how to automate appoint reminder notifications. The success of any service-based business…

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Zing-It! Generating Real-time Customer Feedback & Reviews

In our new series called Zing-It!, we’ll show you various examples of how you can use Zingle’s workflow automation engine (called Zings) to streamline communication and improve employee efficiency while providing a better experience for your customers. In this episode, we will highlight how to automate customer satisfaction surveys. Customer feedback is the fuel that…

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New Study: Customer Service in the Age of Artificial Intelligence

Article written by Jason Hekl, SVP of Marketing at Zingle.  From Solving Problems to Saving Time — How Consumers Feel About ‘Bots’ vs Humans When it Comes to Customer Service Over the last few years, artificial intelligence has permeated nearly every aspect of our daily lives. From the way we shop online and manage our finances,…

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In-Stay Service Recovery: Your Hotel’s Missing Opportunity.

Do you know how your hotel guests feel about their experience during their stay? Hotels often send post-stay surveys a day or later after the guest has left the hotel. Often times, it’s too late to do anything about a bad experience. Hotel managers often comment on negative reviews on social sites asking unhappy guests…

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5 Ways SMS Text Messaging Improves the Customer Service Experience

New research from NewVoiceMedia’s “Serial Switchers” report discovered that poor customer service is now costing businesses more than $75 billion per year (in 2018), which is up $13 billion from 2017! With recent advancements in technology, why are companies continuing to provide less than stellar service for their customers? According to the report, “brands are failing to…

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Webinar: How Weight Watchers Creates 1:1 Conversations that Build Strong Customer Relationships in the Digital World

Building a personal and emotional relationship with your customers can be challenging in today’s digital world, where less and less time is spent face-to-face with each other. But what if you could foster a personal relationship with every customer in a real-time, scalable way? In this on-demand webinar recording, title “How Weight Watchers Creates 1:1 Conversations…

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Zingle Secures $11M to Bring AI to the Hotel Guest Experience One Text at a Time

Acquisition of Presto AI Enables the Leader in Business Text Messaging to Harness the Power of Intent CARLSBAD, CALIF. (PRWEB) JANUARY 31, 2019 With more than half of hoteliers planning to increase technology spending in 2019 on innovations that increase loyalty and personalize the end-to-end travel experience, leading business-to-customer messaging solution, Zingle, announced today that it…

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Webinar: Defining Moments for Guests, Hidden Opportunities for Hotels.

very hotel guest has a defining moment that creates an opportunity for hotels to deliver on an experience that is memorable. In this recorded webinar titled Defining Moments for Guests, Hidden Opportunity for Hotels: High Impact Guest Experience Strategies for 2019, you will hear from Zingle founder/CEO Ford Blakely and Zingle SVP of Marketing Jason Hekl…

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Webinar: Experience Over Everything – Why Messaging is the Future of Guest Engagement

Fast and efficient communication can dramatically elevate your hotel’s guest experience. In this recorded webinar, you will hear stories from Chris Nelbach, Director of Revenue Strategies and Michelle Farrell, Director of Reservations from La Cantera Resort as they take you through their journey of identifying guest experience challenges and how messaging helped improve service efficiency…

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What Hotels can Learn from Competitor Reviews

As the famous saying goes, “keep your friends close and your enemies closer”. This is especially true when it comes to hotels competing for business. As you may already know, the impact of TripAdvisor has on influencing booking decisions. According to TripAdvisor, 83% of travelers rely on bubble ratings when choosing a hotel. Additionally, 88%…

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5 Signs Your Business Needs a Text Messaging Software

business text messaging

As we head into 2019, what are your plans to enhance your customer experience and differentiate yourself from the competition? I’m sure you already know the importance of providing a better customer experience, but did you know that 84% of organizations working to improve CX report an increase in revenue while 79% report a cost…

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Webinar: How to Get Your Guests to Spend More and Love You for It

Did you know that fully engaged hotel guests spend 46% more per year than disengaged guests? Without guest engagement, there is no revenue. In this recorded webinar presentation, we will be sharing some interesting stories around different travel experiences and ways hotels can leverage guest data, personalization and real-time communication to engage guests with more…

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How Hotels Can Make International Guests Feel Extra Special

Growing your hotel business and overall brand recognition can be achieved by attracting guests from all over the world. According to the U.S. Travel Association, In 2017, U.S. Travel Exports (includes general travel spending, international passenger fares, as well as international traveler spending on medical, educational and cross-border/seasonal work-related activities) totaled $251 billion.   Additionally,…

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Why Hotels Should Integrate Text Messaging into The Guest Experience

Today’s hotel guests demand instant service, but many hotels fail to provide it. Why? It’s not because they don’t want to, it’s mainly because they fail to use and integrate the right technologies to deliver the best guest experience possible. A recent Hospitality Technology Report from Fuel Marketing showed that the number one technology challenge…

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3 Takeaways from the 2018 Hospitality Technology Study

Last month, hotel marketing agency Fuel Travel released a 2018 Hospitality Technology Study, which takes a look at how both hoteliers and their suppliers feel about the current state of hotel technology. In this study recap, I will be focusing on the top 3 takeaways from the hotelier perspective and share their major challenges and…

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How Hotels Use Text Messaging to Improve TripAdvisor Ratings

It’s a known fact that TripAdvisor has a major influence when it comes to hotel bookings. One of the most common challenges that I hear from our sales and customer calls is the ability (or inability) to increase and improve TripAdvisor ratings. If your hotel delivers an exceptional experience, your guests will leave a review…

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Combining Employee and Customer Feedback to Improve Customer Experience

Delivery great customer experiences start within the culture of an organization. It’s common for companies to leverage customer satisfaction surveys such as NPS (Net Promoter Score), CSAT (Customer Satisfaction) as well as CES (Customer Effort Score) to determine how well they are serving their customers. But that may not give you the full picture. Customer…

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10 Ways to Improve the Hotel Guest App Experience

Did you know? The world’s first smartphone was introduced by IBM in 1993 (called Simon Personal Communicator) that was equipped with features like a calculator, world clock, calendar and contact book. It even allowed you to send/receive emails, faxes and pages. Remember those good old pagers? (Source: Rob Stothard/Getty)   This was more than 15…

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What is an Omnichannel Customer Experience & Why is it Important?

According to Google, 98% of Americans switch between devices on the same day. Today’s savvy consumers have a variety of options when it comes to engaging with your brand. From desktop & laptop computers to tablets & smartphones and even brick and mortar stores, the customer journey path is more complicated than ever. Let’s get…

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How to Increase Hotel Revenue with Text Messaging

According to a 2018 Travel and Hospitality Industry Outlook Report, the hotel sector is projected to sustain strong 5–6 percent growth throughout 2018, setting up the industry to hit a record-breaking $170 billion in gross bookings. In order for hotels to capitalize on this trend, they need to think about how to engage guests throughout…

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5 Ways to Make Hotel Guest Experiences More Interactive

A memorable hotel stay is more than just a comfortable bed and clean sheets. Building loyalty in today’s price-competitive hotel market is extremely difficult and cutting prices is just not the answer. However, providing guests with a more fun and interactive experience can get them to remember your hotel over the others. People love telling…

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10 Customer Experience Statistics and Tips for Improvement – Infographic

The evolution of technology has dramatically changed the customer experience. With more channels, devices and options, customer expectations are higher than ever. Businesses need to step up their customer experience strategy to not only meet but exceed those expectations to build a lifelong relationship with their customers. To help businesses stay competitive, check out this…

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Top 5 Hotel Guest Complaints and How to Fix Them

Imagine you’ve spent several hours in the car or on a plane traveling to a destination for work or vacation. You’re looking forward to arriving at your hotel, where you can finally settle in, catch up on rest and begin your trip. Now, imagine arriving at your hotel and finding that accommodations aren’t so…well, accommodating.…

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Hottest Technologies Driving Customer Experiences Today

Technology has prompted businesses to evolve the way they interact with customers. As consumers become more and more cognizant of their influence to make or break a business’ reputation, they demand nothing less but an exceptional customer experience, and rightly so. According to a study looking into fresh insights for customer experience conducted by Walker,…

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Manchester Grand Hyatt Improves Internal Staff Communication with Text Messaging

About Manchester Grand Hyatt Hotel Discover the vibrant culture and natural beauty of Southern California when you stay at Manchester Grand Hyatt San Diego. Their convenient hotel near downtown San Diego offers a spectacular waterfront resort-like setting, complete with shopping, dining, and entertainment venues. Objective As a longtime Zingle customer, the Manchester Grand Hyatt Hotel…

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Talbott Hotel Taps into Text Messaging to Drive Incremental Revenue

About Talbott Hotel Located in Chicago’s Gold Coast Historic District, Talbott Hotel is for guests who savor the finer things but are not interested in formality. Talbott Hotel is defined by its timeless modern architecture, well-appointed yet comfortable décor, and exceptional personalized customer service.   Objective Focused on delivering a fast and personalized experience for…

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Is Text Message Ordering the Future of Retail and Commerce?

There is no denying that our smartphones and mobile devices have taken over our shopping habits. With mobile devices accounting for 48% of all Google searches, and U.S. mobile retail commerce sales expected to take nearly 54% of overall ecommerce sales by 2021, it’s time for businesses to seriously think about how they can take…

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How to Personalize the Customer Service Experience

A good starting point would be to answer why a company would want to personalize their customer service experience in the first place? There are two reasons: The first is that consumers are demanding personalization across the entire customer journey, and are willing to provide information in exchange for it. To provide some context, companies…

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5 Things Stopping Business Growth and How to Overcome Them

In today’s competitive landscape, businesses need to do everything they can to gain an advantage or they will be out of business. As a matter of fact, only 50% of businesses will survive five years or more. There are many reasons why businesses fail to grow consistently. It could be economic uncertainty, new regulations and/or…

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Text Messaging: The Future of Customer Communication?

The way businesses communicate both internally and externally has always evolved due to constant innovation in communication technology. These technological advances in communication have been driven by the need for increased speed and convenience. Think about all the channels available for business and customer communication today: Phone, Fax, Email, Live Chat, Social Media and Text…

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How to Integrate Text Messaging into Your Social Media Strategy

Social media has been growing at a rapid rate in the last 10 years. In 2018, 69% of Americans use some type of social media. (Source) Businesses have a huge opportunity to leverage popular platforms such as Facebook, Instagram, Twitter and other social networking sites to better understand their customers and engage with them. This…

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What is Customer Effort Score and How Does It Affect Customer Loyalty?

When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily. – Harvard Business Review Many businesses focus on Customer Satisfaction Scores and Net Promoter Scores (NPS), but there is one other important score that is often overlooked, and it directly correlates to both scores mentioned above.…

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15 Business Text Messaging Examples for Customer Communication

If you want to reach customers today, you must adapt to changes in their communication preferences. Due to its speed and simplicity, text messaging has become a way for businesses of all types to engage customers, especially the younger generation. As a matter of fact, consumers also want to communicate with businesses via text messaging…

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How to Exceed Customer Expectations in the Mobile Era

By now you have probably already seen the study by Walker Info stating that by the year 2020, customer experience will overtake price and product as the key brand differentiator. That’s only two years from now! An eye-opening stat from Capgemeni’s Digital Transformation Institute customer experience study showed that only 30% of the 125 unique…

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5 Ways to Improve Customer Service with Automation

I recently came across an article with a headline I couldn’t resist clicking on. The headline read “New Study: 62% of Companies Ignore Customer Service Emails” I thought to myself, it must be clickbait, but I clicked it anyways. What I found was shocking. This was an interesting study because it truly shows the break…

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