Posts by huemor

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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The Need for Speed: Ways to Deliver a Faster Customer Experience

We hate to say it, but your grandma was wrong, patience is not a virtue…and your customers will agree. I have definitely experienced this personally like paying extra for faster delivery of a pair of sneakers I really want. Some would argue that speed is one of, if not the most important element of the…

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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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InterContinental Cleveland Integrates Text Messaging to Streamline Guest Services

Located next to the University Circle cultural and arts district of Cleveland, Ohio, InterContinental Hotel Cleveland offers guests a true experience of Ohio with historical buildings, parks, and museums all nearby, IHG Cleveland aims to extend that authentic local experience for their guests in a personalized way. (Via TripAdvisor)   Let’s meet Roland Ivy, a…

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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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CX Weekly Roundup – Top 5 Customer Experience Articles of the Week

Top 5 customer experience & customer service articles for the week of July 16-20, 2018. Education is the path to improvement. Every week, I scour the web and read tons of articles on the topic of customer experience, customer service, and technology to gain insights from experts around the world. Here are the top 5…

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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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The Cosmopolitan Las Vegas Elevates Guest Experiences with Rose the Chatbot

About The Cosmopolitan Hotel & Casino The Cosmopolitan is a luxury hotel and casino located in the heart of the Las Vegas Strip. The Cosmopolitan integrates style and sophistication into the guest experience. With over 3,000 rooms and countless dining and entertainment options, The Cosmopolitan provides everything you need to do Las Vegas in style.…

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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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How Text Messaging Improves Business Operational Efficiency

You often hear about how text messaging helps to improve customer service as well as the overall customer experience. But texting doesn’t just benefit the customers, it also helps improve the overall operational efficiency of businesses as well as boosting the productivity and satisfaction of employees. According to a survey by Staples, 75% of American…

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5 Ways Business Text Messaging Builds Customer Loyalty

“Customer retention is a byproduct of customer service and experience. Create a good experience, that’s consistent and predictable, and you have a shot at customer retention.” – Shep Hyken via NGDATA.com I think this quote is spot on when it comes to retaining customers and building loyalty. You don’t even need to have a great…

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Journey Mapping Your Way to Better Customer Communication

Guest article by Annette Franz, CCXP; Founder and CEO, CX Journey Inc. It’s always an honor to connect with industry experts and get their thoughts on the state of customer experience today. In our latest guest article, customer experience expert and speaker Annette Franz breaks down how you should be journey mapping to improve customer…

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10 Ways Service-Based Businesses Use Text Messaging to Delight Customers

There are two crucial elements of any service business that contribute to success, the service itself and customer communication. If you own or work for a service-based business, you know the importance of communication. Fast and clear communication can be the difference between getting the customer or losing it to a competitor. It doesn’t matter…

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5 Ways to Improve Your Customer Experience for 2018 and Beyond

As products and services become more commoditized, businesses need to differentiate their brand by providing unique and memorable experiences for each individual customer. According to Walker Info, by 2020, customer experience will overtake price and product as the key brand differentiator. That’s why in 2017, 50% of product investment projects was redirected to customer experience…

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Revolutionize Hotel Guest Experiences with Text Messaging

How Amadeus HotSOS seamlessly works with Zingle’s Hotel Guest Messaging Solution to provide a faster and more personalized guest experience. It’s all about the guests! The future of hotel success heavily relies on delivering a personalized and memorable experience that keeps them coming back. Gartner predicts that by 2018, more than 50% of organizations will…

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Why Law Firms Need Text Messaging to Improve Client Communication

Article Updated March 21, 2018A typical day for a lawyer involves case research, writing documents, sending and responding to emails, meetings, court appearances and hours of phone calls. Lawyers often spend time on the phone with clients, court clerks, other lawyers, opposing lawyers, and even their boss. Imagine if the number of phone calls was…

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Introducing Zingle 5.0

Our goal here at Zingle is to help businesses create better relationships with their customers. We recognized that consumers wanted to have a faster and easier way to communicate with businesses and intelligent messaging is the solution for better customer experiences. We listened to the market and our customers on how we can take Zingle…

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Press Release: Zingle Teams with TripAdvisor to Automate Hospitality Reviews Via Text

Zingle, the hospitality industry’s leading, two-way, business-to-customer messaging platform, today announced that it has teamed with TripAdvisor to automate review collection for hundreds of its hotel customers, including Hyatt, Cosmopolitan Hotel, and Two Roads Hospitality. In addition, Zingle is teaming with Viator, a TripAdvisor company, to give hospitality customers the ability to message guests pre-arrival…

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Infographic: Integrating Text Messaging Into the Entire Hotel Guest Experience

The hotel guest experience relies heavily on providing extraordinary service. If you don’t go above and beyond to deliver a memorable experience for each guest, they most likely won’t return. Effective communication is a crucial part of the guest experience and enabling a fast and easy method like text messaging can enhance the experience, even…

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How to Properly Handle Negative Reviews of Your Business

Today, few things are more important to your business than your online presence. With 97% of consumers turning to a search engine when they buy a product, your digital footprint is more important than ever. And while there are many facets that you can control, the internet has provided a platform for anyone to share…

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New Integration: TripAdvisor

The Zingle TripAdvisor integration has landed! Zingle Enterprise customers have access to this integration starting today. TripAdvisor is a travel website company that provides hotel reviews for consumers. The Zingle and TripAdvisor integration makes it easy to solicit TripAdvisor review surveys through group messages, templates, and Zings. Here’s how it works 1) Quickly set up…

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New Integration: Zapier

We are excited to announce our Zapier integration. Zingle customers subscribed to the Standard pricing tier or above will have access to this integration. Zapier is an integration platform that allows you to easily connect your apps in order to automate tasks. Integration platforms have gained momentum over the past several years as apps have…

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How to Gain and Retain Gym Members with Text Messaging

Gyms and fitness centers have no shortage of competition. Besides competing with each other, they also compete with other options such as home equipment, the YMCA and CrossFit, which has been gaining in popularity over recent years. How can gyms compete? It all comes down to the experience. From generating new members to retaining existing…

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Hotel Guests Rave About Text Messaging on TripAdvisor

Delivering a delightful hotel guest experience has its benefits, especially when happy guests rave about it on TripAdvisor. This infographic shows guests love using text messaging to engage with their favorite hotels throughout their entire experience. DOWNLOAD INFOGRAPHICYou May Also Like: How to Improve Your Hotel Guest Experience with Text Messaging

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Text or Call? How Guests Want to Communicate with Hotels in the Mobile Era

With nearly 50 million Americans preparing for Thanksgiving travel, and another 100 million booking trips between Christmas and New Year’s, hotels are preparing for some of the busiest days of the year. With hotel bookings on mobile devices up 67% in the U.S. last year, that means many guests are primed for mobile customer service…

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? Feature Preview – Teams

Some of our customers know the feeling; a message comes in and the Zingle “ding ding dinggg” notification alert piques your interest, only to find that the message is intended for another person or team. Zingle usage within teams is on the rise, and currently, there isn’t a way to ensure that teams only see…

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How to Get More Feedback from Your Customers Through Text Messaging

Customer feedback is arguably the most important piece of data for any business. Knowing how your customers feel about your brand and their experience associated with it can help improve many aspects of your business including customer service, internal processes and the product or service that you provide. The importance of keeping existing customers is…

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Zingle Wins Customer Service Software Awards from FinancesOnline

We are proud to announce that Zingle recently was recognized with two major awards from a leading B2B software review site. FinancesOnline granted Zingle Business Text Messaging the 2017 Great User Experience and Rising Star Awards for its intuitive design and high usability to deliver better customer service and experience. The awards were given after…

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How to Improve Your Hotel Guest Experience with Text Messaging

It doesn’t matter what size your hotel is, the main objective should be to create the best guest experience possible. The guest experience does not begin when the guest arrives at your hotel, it starts right after they book their stay. Communication is a crucial aspect of the guest experience that can truly affect how…

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5 Ways Businesses Lose Money by Not Using Text Messaging

There are few things more important to businesses than increasing revenue and reducing costs. Improving operational processes can help businesses create better customer experiences while maximizing staff efficiency. With much more product parity and an oversaturated market, providing a better than good customer experience is crucial for survival in any industry. According to Walker Info,…

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10 Questions to Ask When Choosing a Business Text Messaging Solution

Evaluating software for your business is always a tough task. No matter what kind of solution you are looking for, there are countless providers that say they offer what you need. This is also true when you are looking for a business text messaging solution. If you look at a software review site like Capterra,…

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Why You’re Doing Business Texting Wrong, and How to Fix It.

Many businesses are starting to use text messaging as a new way to communicate with their customers, with applications from customer service to marketing. In fact, 80% of people already use text messaging for business purposes. However, some businesses see text messaging as simply a feature or tool, and not something with broader implications that…

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Top 3 Takeaways From the Messaging Tech Session at Advertising Week New York 2017

This week, industry leaders in marketing, advertising, media, and technology gathered in New York City for Advertising Week to discuss challenges and opportunities that businesses face today. At the conference, the leaders shared their thoughts and best practices for how businesses can tackle the obstacles they encounter and provide better customer experiences. One particularly popular…

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5 Reasons Text Messaging is the Future of Customer Experience

Consumers today are in control when it comes to how they want to interact with businesses. With many channels available including website, email, phone, live chat and social media, it’s up to forward-thinking businesses to leverage as many channels as possible to deliver the best customer service experience possible. According to a study by Aberdeen…

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Infographic: Texting is the New Email for Customer Communication

Getting the attention of today’s digitally savvy consumers is tougher than ever. With email spam making up 45% of all emails, you need to find new ways to reach more customers in today’s smartphone-obsessed world. Providing multiple communication touchpoints enables you to be where your customers are, no matter how they choose to interact. Text…

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Why Intelligent Automation is Crucial to Business Texting

Text messaging has quickly become the preferred choice of communication between businesses and consumers in the mobile due to its speed and simplicity. With 80% of professionals currently using text messages for business purposes, it is a no-brainer that more businesses will adopt texting in the near future. As with other business technology, intelligent automation…

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10 Ways to Let Customers Text Message Your Business

Many businesses today are utilizing SMS text messages to engage and better service their customers. However, for customers to start texting your business, they have to know about it. There are various ways to market and promote your business text number through various channels. Here are 10 ways you can get your customers to start…

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MarBrisa Carlsbad Resort Boost Guest Satisfaction with SMS Text Messaging

About MarBrisa Resort The MarBrisa Carlsbad Resort (Hilton Grand Vacations Club at MarBrisa) has 14 Villas nestled on 43 acres of lush landscaping in Carlsbad, CA. Classic Spanish Mediterranean-style villas offer panoramic ocean and park views with an incomparable location close to all the best that Southern California has to offer. Challenge Focused on providing…

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Ways to Calculate ROI for Your Business SMS Texting Program

There are many ways businesses can use and benefit from using SMS text messaging to engage customers. Depending on how text messaging is used, there are different ways to measure and calculate the return on your investment. Everything you do in business needs to have a goal in mind that will achieve a quantifiable result.…

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5 Things Hotels Must do to Provide the Best Guest Experience

ACCORDING TO DELOITTE RESEARCH, TODAY’S CONSUMERS WANT AUTHENTICITY, PERSONALIZATION, REMOVAL OF FRICTION, AND ON-DEMAND FUNCTIONALITY IN THEIR TRAVEL EXPERIENCES. Hotels must innovate and get creative to adapt to these consumer needs to stay competitive. In our latest SlideShare titled “5 Things Hotels Must Do to Provide the Best Guest Experience”, we researched the top five…

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