Hospitality News

Discover the value of actionable data through our Data Insights!

Having review data is great, but have you ever felt a little befuddled on how to take action on that data? Or does the data ever overwhelm you as per where you should start your analysis? Some days, we feel the exact same way. That’s why we invested time researching and evaluating how to simplify […]

October 30, 2017

Your fresh, new Dashboard for simplified analysis

New design, same data As we continue learning about our users, we realized there could be better ways to display your Dashboard data to meet different skill-sets. In the new Dashboard, we added multiple view and filter options for you to choose which one works best for you. Whether you prefer tables for analysis or […]

October 30, 2017

The latest hotel technologies – take your guest’s experiences to the next level

Do you find your guests are always expecting more from your hotel and staff? Have you had to increase the range of personalised services you offer? Are you unsure how to take your guest’s experiences to the next level? How can I keep up with the latest developments in the hotel industry? Don’t worry. The […]

August 29, 2017

Pre-Stay Communication: Welcome your guests without thinking about it

Send a welcome message to your guest before arrival via email!! Through every step of a guests stay, from reservation to check-in to during- and post- stay, you can transform their opinion of your hotel in a snap. Why not start their stay off on the right foot with a beautiful welcome email? Our pre-stay […]

August 9, 2017

Start building your Net Promoter Score (NPS) via your post-stay questionnaire!

We’ve integrated Net Promoter Score (NPS) into your questionnaire! Included in your Questionnaire settings (navigate: Settings > Questionnaire > Questions) is now the NPS question “How likely are you to recommend us to friend or colleague?”. By default, this question is inactive. However, to add it as a question you simply turn the question on […]

June 28, 2017

More connections and enhanced usability just for you!

Connecting to your Property Management System (PMS) or Channel Manager (CM) has never been easier! We’ve simplified the connection process for uploading your guest data to Customer Alliance. You can now connect to your PMS or CM from our online backend within a few easy steps.* Within your backend, simply navigate to “General Settings” then […]

April 20, 2017

See what control over your reputation feels like with your 30-day free trial

See why the hospitality industry turns to Customer Alliance for their reputation management Start your free trial! Take 30-days to test our solution and learn the benefit of having a clear overview of your reputation across relevant portals such as Google, TripAdvisor, trivago,, Expedia, and so many more. Furthermore, you have access to all […]

April 11, 2017

Another day, another language ‒ Czech out the Czech language in our Review Analytics backend

Review Analytics is ready for you, Czech Republic! Over the past few weeks, we have worked closely with our Eastern European team to prepare our Review Analytics product for the Czech market. You were already collecting reviews in Czech, now you can also manage your reviews in Czech! The Czech language is live on our […]

December 6, 2016

Using ‘Google My Business’ for hotels

Refresher: why you should play the Google game? Google plays a central role in any business’s success or failure and the influence of search engines means hotels are more visible than ever. Use this to your advantage by using the resources made available by Google, such as Google My Business. Playing the Google game can […]

November 3, 2016

Enhanced partnership with TripAdvisor

It’s now easier than ever to enhance your reputation on the travel giant, TripAdvisor! The tourism and hospitality industry is no stranger to the influence TripAdvisor has on traveler’s booking decisions. This is why we’ve gone to great lengths to strengthen our partnership with the travel giant, TripAdvisor, to amplify our customer’s reputation on their […]

October 24, 2016

HolidayCheck focuses on Polish and German markets – shuts down .com and .fr sites

What you should do for your hotel To focus their site languages on German and Polish, HolidayCheck closed their .com site and will close their .fr site by September 30th 2016. What exactly does this mean for you? Your hotel will still be displayed and bookable on their site, but only your German and Polish […]

August 30, 2016

Welcome to the Customer Alliance Marketplace

Access the best businesses for your hotel with the Customer Alliance Marketplace At Customer Alliance, we strive to provide you the resources for gaining control of your business and part of this mission is giving you easy access to our partners and their solutions. Now we are connecting you directly with our partners through our […]

August 11, 2016

How Hotels can profit from Pokémon Go

“Pokémon Go: What is it, and how can my hotel profit from it?” by Jamie Patterson originally appeared on Hotelier Hub UK on July 15, 2016 and was reprinted and adapted with permission. Hotelier Hub UK is Trivago’s blog for hotel managers and THE place to learn about metasearch and hotel marketing. You can find […]

August 3, 2016

Customer Alliance enters the Polish market!

We launched our Eastern European team and they are taking their first steps in the Polish market! The front- and back- end of Review Analytics and Booked are now provided in Polish, in case you did not notice the addition within our website language dropdown. Our Eastern European Country Manager, Jolanta Emerli, worked diligently with […]

July 6, 2016

Why WhatsApp could revolutionize your guest communication

Let’s talk about messaging The hospitality industry faces challenges as travelers become more accustomed to modern communication technologies. The classic email communication appears slow in its execution and, therefore, gets replaced by modern messaging services. Many young travelers use messaging services outside of email as their main mode of communication, and WhatsApp leads the market […]

June 27, 2016

Is your online reputation in shape for summer reservations?

Is your online reputation in shape for summer reservations? It’s that time of the year again. The first rays of sunlight touch the ground and travelers around the globe start planning their summer holidays. As these travelers research for the perfect hotel for their getaway, you want to ensure they easily find and chose you […]

May 25, 2016

TripAdvisor City Rankings

What this means and how it impacts your online reputation In January of this year, TripAdvisor began the implementation of their new algorithm for Popularity Rankings and by April this was applied to hotels, restaurants, and other attractions. They decided to transform their Popularity Ranking algorithm to provide more dependable, real data to their users […]

May 13, 2016

Remind guests of pending review invitations with the Re-invitation function!

Never miss a review with Review Analytics! With your success and return-rates in mind, we implemented the re-invitation function into Review Analytics’ backend. Now, if guests do not engage with your initial invitation e-mail, you can send a re-invitation reminding them of their pending review! At Customer Alliance, we recognize consistency is key when you […]

May 9, 2016

The strategic importance of RevPar and ratings

RevPar (revenue per available room) is the most important strategic figure of all hotel activities. It provides information about the two most important basic numbers: occupancy and average price. It often only plays a secondary role, which is wrong, because it is the most telling indicator in hotel management and the best reflection of the […]

May 4, 2016

Directly transfer comments to HolidayCheck from Customer Alliance

  We are thrilled to announce our most recent Review Analytics update – you can now comment on HolidayCheck reviews directly within Review Analytics and those comments display on HolidayCheck. Commenting on reviews is an important aspect of maintaining your online reputation. When customers see you respond and engage with those reviewing your property – […]

April 21, 2016

Customer Alliance’s Control Panel – your holistic management solution!

Customer Alliance’s Control Panel At this point, much has been said about guest reviews and their impact on a business’s economic success. For almost six years, Customer Alliance has put all of our efforts into being a valuable resource for the Hospitality Industry. By now, more than 3,500 hotels use our solutions to improve their […]

April 6, 2016

This hotelier installed Review Analytics in March 2014 – you won’t believe what happened next!

When Hotel Weisser Hase acquired Review Analytics, its managers couldn’t predict what was actually going to happen. After only seven months using our solution, they received 142 new reviews, which helped increase their customer satisfaction index up to 90%. Managers couldn’t believe 23% of their guests were reviewing Hotel Weisser Hase thanks to the email […]

March 18, 2016

Looking back at a successful ITB Berlin 2016

With blisters on our feet from all the walking and dry mouths from all the talking, we at Customer Alliance reflect upon the truly inspiring and successful days of the ITB Berlin 2016! It’s the year for anniversaries and records — as ITB Berlin celebrated its 50th anniversary stronger than ever! According to the Messe […]

March 16, 2016

Our latest product updates. An interview with Moritz Klussmann, Customer Alliance’s CEO

2016 is well under way and we are already in the middle of great new projects – though we didn’t miss our chance to look back on the year and recent improvements as we plan our next big steps. We want to share our successes, thoughts, and vision for our products development with you. With […]

March 15, 2016

Convert website visits into bookings with Booked!

Sign-up for your Booked free trial today! We want you to get Booked! You are invited to sign up for your 14-day free trial with our internet booking engine, Booked. Receive bookings while keeping guests engaged with your website, reducing your reliance on external portals, and further promoting direct bookings through your booking Widget. We […]

January 28, 2016

How Online Reputation Management, “ORM”, has become key to hotels’ success

“What’s your ORM strategy?” As a hotelier, this is a question you probably get a lot. What are you doing to manage your online reputation? And, is that strategy successfully helping to increase your revenue? A previously nonexistent concept in the hospitality industry, ORM is now expected to be a primary aspect of a business’s […]

January 19, 2016

Customer Alliance Product Newsletter

We launched our Product Newsletter! Great news! We launched our Customer Alliance Product Newsletter to keep you informed on our product updates and industry news! The newsletter arrives once a month to your inbox highlighting what is new with Review Analytics and Booked, as well as, any other publications we release throughout the month. We […]

January 5, 2016

Explore new language options to collect and display your online reviews!

Today, we present two new language options providing the opportunity to improve your return rates and personalized customer approach. You can now send questionnaires and receive reviews in Finnish and Norwegian to widen your online audience. Optimizing your language options within Review Analytics raises the potential for higher return rates of your post-stay review questionnaire. […]

November 20, 2015

November 13th

Today the Customer Alliance team is in shock. It is hard to answer the phone, reply to emails, and come back to our everyday lives. Today we are scared for ourselves, our loved ones and even strangers. And we hope the French hoteliers overcome any economic consequences following these tragic events. Our team wants to […]

November 16, 2015

Meet Kash @ the World Travel Market 2015 in London

Here at Customer Alliance, Kash Patton is the Country Manager International and in charge of the new Global Cities Department. As such, he is especially excited about our involvement with the World Travel Market London (WTM), this November 2nd to 5th, in London. We had the chance to talk to him about expectations, goals and […]

October 23, 2015

Customer Alliance enters international market with first attendance of WTM London

October 2015, Berlin. This November 2nd to 5th, Customer Alliance will be attending the WTM (World Travel Market) London for the first time. This attendance marks the launch of the company’s international “Global Cities” market. Expert in the field of online review management for hotels, the company has recently expanded its work with hotels through […]

October 14, 2015

How online reviews can actually increase a hotel’s revenue per available room (RevPAR)

In a post from August 2015, posted about a study on online hotel reviews, and how guests react to hotelier responses: A joint paper created by Accenture and the Cornell University School of Hotel Administration highlights the importance of online reviews, and how a travel company’s response can affect its reputation among travelers. The […]

September 4, 2015

Improved excel chain reports – to keep the overview over the performance of all your hotels!

As a manager who is overlooking the success of a hotel chain or group, you have special needs when monitoring your online presence and reputation. It is important to keep the overview over all your hotels, not just the best- or worst performing ones. This is why our 360° Review Management tool Review Analytics offers […]

August 28, 2015

Simplified guest data import options – inviting your guests to leave a review has never been easier!

We have significantly improved your guest data import section within your Review Analytics backend. Sending post-stay emails to your guest, encouraging them to leave a review for you hotel, has now become even easier. What’s new? Most importantly, there is no need anymore to convert your Excel file into a CSV file before importing your […]

August 27, 2015

The Triumph of Customer Reviews – Airlines are next!

The importance of reviews With the continuous growth in interaction between companies and their customers off- and online, the importance of “worth of mouth” has reached a new height. These days, recommendations come in the form of online reviews and studies have shown that internet users place a very high value on these reviews, generally […]

July 31, 2015

It’s official, we’ve launched Booked – your hotel booking system!

For us here at Customer Alliance, this year was primarily devoted to our new hotel booking system. After months of developing and testing, we are thrilled to have officially launched Booked. Our hotel booking system is designed to offer an easy booking and reservation management system to hotels and their guests. With the help of […]

July 2, 2015

New player enters Online Travel Business – What to expect from Amazon’s new Hotel Bookings Service?

Heading for new shores… With the launch of their new online hotel bookings service Amazon Destinations, the world’s biggest online retailer has entered the online travel business. Amazon Destinations, part of the Amazon Local site, is looking to capture the niche market of short-term local getaways. Clever as always, Amazon has chosen to venture into […]

June 17, 2015

Your new Instant survey

We are excited to introduce a brand new Instant Survey for our Customer Alliance users. This feature will help you evaluate your performance while your guests are still with you, so you can ensure that they have the very best experience and that you catch any problem that might arise as it unfolds. What is […]

May 28, 2015

Online Travel Agent has made guest data anonymous

Online Travel Agent has made guest data anonymous As of this month, Priceline’s has implemented rather drastic changes in the way hotel guest data is handled. has made guest email addresses anonymous and therewith unavailable to Hotels. This is, according to the Online Travel Agent, to provide an extra level of security […]

May 13, 2015

10 Tips for an optimized hotel website

The summer season is coming up: Is your hotel website ready to attract new customers? Even today, many hoteliers don’t seem to be aware of the enormous potential of online marketing for their business’ success. In fact, a professional and sufficiently optimized hotel website is an absolute necessity for a hotelier who wants to reach […]

April 22, 2015

Wrapping up another ITB

Highlights from this year’s travel trade fair Yet another ITB, come and gone. Last week, Berlin saw the Messe open its doors for the 49th annual ITB. With over 180 countries present, 10 000 exhibitors and 114 000 visitors, ITB still remains the leading travel trade fair, among the most important events of the year […]

March 11, 2015

Torsten speaking at ITB

Since Wednesday, ITB, the World’s Leading Travel Trade Show has been taking place in Berlin. Of course, Customer Alliance also opened its doors to welcome you at our stand 162 in hall 6.1 and present our brand new product BOOKED. Tomorrow, as a special event, our COO Torsten Sabel will speak about the importance and […]

March 5, 2015

How to welcome your guests?

The first impression counts! Come up with little suprises for your guests. Give them a warm reception. You don’t like the feeling of failing your guests’ expectations? For most hotel guests, cleanliness is a very important factor. How to deal with negative reviews? Learn more in our >> free whitepaper! Visit us at ITB Berlin […]

February 20, 2015

Meet us at the ITB 2015

From the 4th through 8th of March we will be present again at the leading international trade fair for tourism economy, the ITB in Berlin. You will find us in the >> eTravel World Travel Technology area in hall 6.1, at booth no. 162 We are looking forward to meeting you there to present our […]

February 5, 2015

New year, new features for Review Analytics

All new features and figures for the new year – Discover what’s new on the Review Analytics backend.   Hello and Happy New Year! Here at Customer Alliance, we’re kicking off the new year with a newly improved Review Analytics for our customers. The new features we’ve implemented make it even easier for business owners […]

January 26, 2015

Your pool? – Stories from the worst hotel

Last week, I experienced a very weird hotel story. Seeking to escape the -10° at home, I booked a hotel somewhere in the South Seas at a bargain price. Landing on this beautiful peninsula, I was well received by pleasant weather and a lot of sunshine. Eager and happy anticipation was written all over my […]

December 11, 2014

Break fast at the worst hotel’s breakfast

I know this feeling all too well! Where am I? Right, being on holidays, waking up in this strange small hotel somewhere far far away from home. Night was long. Sleep was poor. I definitely need to recharge my batteries! What could one think of other than a nice breakfast? Bacon and eggs would be […]

November 21, 2014

Google Maps App adds restaurant reservations

You want to know a quick route to the restaurant where you arranged a promising date? You are on holidays don’t have a clue how to get to this superfamous monument? You just want to check if there is a better way to your office saving you some minutes every morning? Whatever the purpose might […]

November 17, 2014

Merge Online Guest Reviews and Hotel Classification Systems – A hotel assessment revolution?

Recently, the World Tourism Organization (UNTWO) published a report on the quite complex topic “Online Guest Reviews and Hotel Classification Systems – An Integrated Approach”. They picked up an interesting question how to merge the two most relevant quality indicators for accommodations, traditional hotel classification and online guest reviews. The report, jointly prepared by UNWTO […]

November 6, 2014

Customer Alliance at the HSMA Hotelcamp 2014

Last weekend, the Hotelcamp 2014 took place in the little town Bendorf/ Koblenz within the German state Rhineland-Palatinate. As a premium sponsor of the event, it was self-explanatory for Customer Alliance to join the event being represented by Katharina (Senior Sales Manager) and Leonie (Account Manager). Arriving friday afternoon, we got together in the Hotel […]

October 29, 2014

Google+ for hoteliers, what’s new?

Dear hoteliers out there! As all of us know: Google is the big boss and everyone has to follow it’s rules! You can try to revolt, however you will have a tough time to sell your stuff if you decide to do so. That’s why – from a realist perspective – you should learn what […]

October 27, 2014

Rencontrez-nous au salon Equip’Hotel !

Equip’Hotel est l’un des rassemblements incontournables du secteur de l’hôtellerie et de la restauration rassemblant tous les secteurs d’activité constitutifs et connexes à l’hôtellerie et la restauration. Source d’inspiration pour ses participants, le salon est pensé comme un laboratoire d’idées à destination de tous les acteurs de l’industrie et représente également une bonne opportunité de […]

October 14, 2014

Customer Alliance @ “Tourism in Halkidiki” / Greece

Last Week, I visited the workshop “Tourism in Halkidiki” in the small greek city Nea Moudiana, seated on the peninsula Chalkidiki. The Halkidki Hotel Association invited us to join the event and to share our knowledge and experience about Review & Reputation Management in social media. After landing in Thessaloniki, I found my way to […]

October 10, 2014

New restaurant and conference questionnaire

Customer Alliance questionnaire is now available for restaurant- and conference guests Customer Alliance hotel clients sum up to more than 2.500 by now gaining the benefits for their daily work routine due to our review management solutions. Now we take a step forward and expand our product towards gastronomy and more! Our two new questionnaires […]

September 29, 2014

Google and Information

One of the most important Google tools concerning “information” can be found in Google+ Local (formerly Google Places), which was started in 2005. Google+ Local (formerly Google Places) An individual Google+ Local entry is a basic in online marketing. Most hotels are already present on Google+ Local; however their entry is often not verified. Whoever […]

September 18, 2014

How business travelers use online reviews

Learn from new research studies! Due to the growing influence of online reviews and ratings on consumer booking behavior today their impact on hotel’s sales results is becoming increasingly clear to notice. There are interesting new studies proving this relationship. In one of our last blogposts we have already reported about similar studies focused on […]

September 10, 2014

Google and communication

Google+ It took Google three attempts to develop Google+, an interesting social network allowing them to even compete with facebook. The very idea of integrating it into Google Search has been a genius move and will eventually provide a long-lasting increase of users number. In 2014, hotels would be well advised to take a deeper […]

September 7, 2014

Google and Data Organisation

Google provides some interesting tools to help you organize your data. From Youtube to Google Calendar, Google Drive, FeedBurner, Wallet, Play and Keep. YouTube as a main tool for hotel videos Hotel videos play an increasingly important role for online marketing. Your videos should not be anymore only available on your website. By creating your […]

September 3, 2014

Google and Images: From Panoramio to Google Carousel

Images are considered to be the most important content throughout the internet. Thus, it is no surprise that Google has been creating tools focusing on pictures such as is Panoramio, Picasa(web), Google+ and Google images search. Panoramio – Source for Google Maps Anyone creating interesting and relevant content from his city or region including individual […]

August 8, 2014

Google and its search

Talking about Google in general means talking about classical Google search. Searching things via Google has become a very influential factor throughout our lives. Most dictionaries implemented the term “to google” years ago. SEO remains important The search and research for information is one of the first steps in the process of booking a hotel […]

July 30, 2014

Guest blog Series: Google features related to tourism

Google is more than just a search bar Google is our primary source for doing online search and research. In January 2014, Google’s dominant position within Germany was underlined by having a market share of about 91,2%. The Microsoft competitor “Bing” came in second place, far behind though with only 3,4% market share. Thus, it […]

July 25, 2014

Updated help section with improved usability

Our intuitive to use review software “Review Analytics” is even more user-friendly now, because: We completely updated our help section. That’s new: Search bar: For individual keyword search FAQ: Clearly structured answers to frequently asked questions Video-Tutorials: For quick insights into particular system areas (system maintenance, options, statistics, etc.) >>Explore the new help section now […]

June 20, 2014

5 years Customer Alliance

In 2014, Customer Alliance celebrates its five years of existence! That is a good reason to pop the corks and to review an exciting time shaped by some ups and downs! And we shall go on writing a success story… At summer temperatures, our team, which has grown up to 55 people by now, celebrated […]

June 4, 2014

Facebook traveling to status

Facebook traveling to status lets users easily share their travel plans on the platform. The new feature is placed under the smiley button in users’ status updates. So far it is only possible to add destinations, but we can see where this is going. Adding tourist attractions and hotels we think will be the next […]

April 23, 2014

And we did it again. Our Questionnaire is completely redesigned by now!

The modifications we made for our hotel certificate are by now also at hand for the customer survey. And even more! Again, things are better than yesterday. During the past weeks, we introduced several changes to our Online Certificate making it more handy as well as adding a whole new customization feature. Since being overwhelmed […]

March 28, 2014

And it only gets better! You can now customize your hotel certificate

Your hotel certificate is now fully customizable for your website and for the Facebook application. Delight your guests with your best personal touch! “Better than yesterday”. That’s the internal mantra we follow here on our development team. Last week we relaunched our hotel certificate improving its usability, making it viewable from any device and easier […]

March 19, 2014

The new AHA and OH effect of your hotel online certificate

Just in time for the ITB in Berlin we have improved your online certificate with a new and elegant design. We hope you like it! Your certificate optimized for all screen sizes It’s done, now your reviews are a pleasure to read on any device. Whether on a train ride on the smartphone, at home […]

March 4, 2014

Hot off the press: Our new Whitepaper “Hotel Website Secrets to”

  As part of our free whitepaper series our latest one just arrived today. Learn the hotel website secrets to: Getting more reservations Filling more rooms Turning one-time guests into repeat customers Answer this question: Is your website converting lookers into bookers? It is time to get started on turning your website into a sales […]

February 27, 2014

Internship at Customer Alliance

We were very pleased to welcome our intern Carolin over the past 4 months. She was a huge win for the team and very supportive on a variety of projects. Carolin spend the last 4 months within several teams at Customer Alliance which let her gain some important work experiences. She did not only work […]

February 26, 2014

No reviews, less bookings

Here comes TripAdvisor alongside with PhoCusWright and reveals their study results on the connection of reviews and bookings. So I hear a lot of people saying reviews become less important, people are saturated, but the truth is 53 % of travellers won’t book you, if you have no reviews. That is more than half of […]

February 14, 2014

The Impact of Social Media

Four Pillars published an infographic on The Impact of Social Media within the Hospitality Industry. To no suprise online reviews are the second biggest trustworthy influencer on booking decisions. They were only beat by personal recommendations and word-of-mouth.  70 % of the travellers trust online reviews, although only half of them, 46 %, are willing […]

January 31, 2014

Amount of online reviews affects the rating

Top of the world! TripAdvisor gave out the popular Travelers’ Choice Award to the creme de la creme of the hotel industry. The Travelers’ Choice Award is an audience award, as it takes into account the reviews of travelers from the travel platform. In the category “top hotel” of the world Hotel Kronenhof from Switzerland won […]

January 27, 2014

Hotel trends, tips and news

Let’s embrace our new blog series the so called weekly recap. Every week we read through the industry news to provide you with best tips and trends  in the hospitality industry, so you can make smarter decisions for your hotel. Read something interesting and want our two cent on it? Email us at Straight […]

January 19, 2014

It’s Christmas time

Last Thursday we had our nordic Christmas party. “The holy place” was kept secret until the very last moment. It was a huge surprise when we reached the holy gates of the Lichtpark. A summerly outdoor location right by the river Spree. Luckily we did not have to freeze as reservations were made for the […]

December 18, 2013

4 new feature releases

We are very excited to share some good news with you. December 6th, 2013, we will add some very useful, brand-new features to your Customer Alliance backend. The new features will help you to manage all your online reviews in an even more efficient way. What is new: Reviews: Do you remember those days where […]

November 26, 2013

Brand-new whitepaper – Like, share, tag

Liking, sharing & tagging are the electronic forms of  face to face recommendations. With social media networks like Facebook and Twitter hotels have to face a new way of digital recommendation. Thomas Hendele, owner of some communication and expert for social media and online marketing, explains some of the key facts in our new whitepaper: […]

October 28, 2013

TripConnect – Good for your hotel, too?

TripAdvisor’s service TripConnect is online since last week. It offers the possibility to integrate the website of your hotel into the meta search of TripAdvisor. The aim: Savings commissions on OTA’s due to more bookings on the hotel’s website. Sounds like it would be suitable and an advantage for all hotels, but is this too […]

October 22, 2013

Google social recommendations

Social advertising and social recommendation is the newest trend in Web 2.0. Facebook introduced the personalized advertising in summer 2013. Also Google announced on Friday that advertising with images and names from Google users will be done in the future. Users can disable the feature. According to this, terms and conditions are currently being changed. Social […]

October 15, 2013