Proactive Service Recovery: The Revenue Strategy You Can't Ignore

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Posts Tagged ‘customer service’

The Psychology of Service Recovery

Hotel guest approaches happy hotel manager at front desk

It’s probably difficult to remember all the times a brand has left us frustrated. However, we are far more  likely to remember the times when a company has turned a poor experience into a positive one. More often than not, there is one underlying factor that these service recoveries have in common: excellent communication. Service…

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Respond Quickly and Personally to Win Over Guests

Hotel staff worker delivering towels to happy guest

(EDITOR’S NOTE: This blog is an adapted excerpt of our eBook, ‘Proactive Service Recovery: The Revenue Strategy You Can’t Ignore.’) Inviting guests to speak freely about their experience and complain about their issues, while arming them with a fast and convenient way like texting, can seem daunting to the hotel’s frontline staff, but it shouldn’t.…

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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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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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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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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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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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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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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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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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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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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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