Posts Tagged ‘customer experience’

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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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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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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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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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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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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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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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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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 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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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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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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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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Sack the Competition With Texting this Super Bowl

Handoff, execution, completion. These words, usually tossed around in the office, will be the same ones you’ll hear this Sunday. There are over 116 million people expected to watch the Big Game this year; have you considered how leveraging these numbers could benefit your business? The answer may be as simple as integrating text messaging…

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