Invite your entire team to manage your reputation and bookings – unlimited users with Customer Alliance!


customer-alliance-control-panel-users-social-media_facebook

Better collaboration and improved efficiency with unlimited users

Incorporate your whole team or the key players into your Customer Alliance products without any extra fees! We removed all user restrictions and pricing associated with more users. Add the team members or departments you want into your Review Analytics or Booked user management and enjoy the benefits of better collaboration and improved efficiency within the product.
Instead of one login credential for your entire property, you can now create an individual login for each department or employee. This allows everyone to share in the responsibility of managing reviews.
Login and start adding your users today!


Invite your entire team to manage your reputation and bookings – unlimited users with Customer Alliance!

customer-alliance-control-panel-users-social-media_facebook

Better collaboration and improved efficiency with unlimited users

Incorporate your whole team or the key players into your Customer Alliance products without any extra fees! We removed all user restrictions and pricing associated with more users. Add the team members or departments you want into your Review Analytics or Booked user management and enjoy the benefits of better collaboration and improved efficiency within the product.
Instead of one login credential for your entire property, you can now create an individual login for each department or employee. This allows everyone to share in the responsibility of managing reviews.
Login and start adding your users today!


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 are contacting people. Some people respond best while the stay is fresh in their mind, and others when reminded at a later point. Ultimately, we want your questionnaire return-rates the best possible and offering the reminder e-mail option increases your response potential.

We know a our better-than-average return-rates are nice, but why settle for nice? At Customer Alliance, we believe in “better than yesterday.” We took this belief and boosted the success rate of post-stay questionnaires by adding the re-invitation option.

What exactly is the re-invitation?

The re-invitation is a second e-mail, composed by you, reminding the guest to complete the review questionnaire received after their stay. You control whether a reminder e-mail is sent, the content within, and the delivery timeframe. You choose to either manually manage your re-invitations or automate the process. The new function can be turned on or off at your discretion.

What does this mean for you?

Well, more reviews, of course! In turn, more reviews generate a stronger online presence; which, broadens your customer-base and, in effect, increases your overall revenue.

What is different?

Your backend had a tune-up. We optimized the Invitation Settings screen for the re-invitation function. Upon enabling the re-invitation, you can edit and adjust the content and settings for the re-invitation.

We heard your requests for this feature, researched the best practices and approach, and are now very excited to introduce the re-invitation feature into Review Analytics.

Don’t miss an opportunity to boost your visibility!

Check out the update now!

Re-invitation function




Directly transfer comments to HolidayCheck from Customer Alliance

 

Comments HolidayCheck

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 – whether responding to negative reviews or thanking those who leave positive reviews – they generally react positively and are more likely to book with you.

What does this mean for you?

When you receive and view a HolidayCheck review within Review Analytics, you can comment on the HolidayCheck review without leaving Review Analytics and that comment publishes to HolidayCheck instantly. All your interactions from one portal!




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!


Post-ITB 2016

It’s the year for anniversaries and records — as ITB Berlin celebrated its 50th anniversary stronger than ever! According to the Messe Berlin GmbH, this year’s fair counted some 10,000 exhibitors from 187 countries meeting with 120,000 trade visitors from the 9th-13th of March – the largest number of trade visitors since the ITB launched in 1966, according to the fair.

The ITB Berlin has always been THE meeting point for our customers, partners, and, of course, our competitors. It is where we strengthen existing, and establish new, long-lasting relationships. Where we discuss the issues our industry faces and how our solutions help our customers and partners tackle those issues even more successfully in the future. First and foremost, it is where we discover and seize new business opportunities.

This year’s numbers report an increase in business conducted during the trade show from 6.7 billion euros in 2015 to 7 billion euros in 2016, from which we partook and confirmed our strategy.

Post-ITB 2016

Overall the message for us is clear:

Even in times of uncertainty end-consumers care about their vacations and keep the travel industry on their toes to continue improving the travel-experience.

This aligns perfectly with our mission to increase customer satisfaction and bookings for the hospitality industry; as well as, our vision to give businesses control over their reputation and bookings.

We are excited about the future of our industry and thankful for the outlook gained from the ITB Berlin 2016!

Curious about how our solutions can help you take control over your reputation and bookings? Simply request a free demo!

Post-ITB 2016

Post-ITB 2016

Post-ITB 2016




Out with the old, in with the new- Review Analytics Widgets update!

JavaScript Widgets in Review Analytics

With the New Year, we like to say “out with the old, in with the new.” Especially new are our JavaScript Widgets in Review Analytics! Your Widget now moves with your website visitors as they navigate your page- keeping your reputation in their sight.
JavaScript Widgets

What does this mean for you?

An updated Widget Generator! You determine when your Widget appears on your website, on which side of the screen your Widget appears on your website, and you specify what exactly you want shown within the Widget.

Conversion oriented:With our new Widgets, the Customer Satisfaction Index is visible at all times as an overlay on your website. This provides guests more chances to click on your Booking button.

Displaying the Widget with your reviews improves client-trust in your website authenticity.

But most importantly, this Widget update increases the visibility of your customer satisfaction index and respectively the potential for more direct bookings.

Why did we do it?

The tech side: Until now, Widgets were integrated as a .png images, static and stationary on your hotel website. Once your webmaster decided on a position or color, it remained until he or she applied a new change.

The new Widgets use JavaScript and are more interactive – which allows guests to rollover it and see more details about your hotel; better still, you can update your preferences on your own after the Widget is installed on your website. This saves you and your webmaster a lot of time and offers a better user experience to your visitors.

Check out the update now!

JavaScript Widgets


Convert website visits into bookings with Booked!

internet booking engine

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 designed Booked to be simple and responsive for you and your customers. This means your booking portal is compatible with all screens. Whether PC or smartphone, your guests can see and interact hassle-free with our solution!

Booked goes beyond reservations, it provides valuable insights into rates and marketing potential. You can view real-time analysis of your property status ‒ from booking preferences to house availability, you have it all directly at your fingertips!

Best of all: up-selling your services goes smoothly during the booking process. Drive direct bookings and earn more money with Booked!

Start your 14-day, commitment-free trial today!

Booked responsive


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 want you as informed as possible so you can succeed!

Subscribe now and stay up-to-date!

December 2015 Newsletter
Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




Customer Alliance Customer Referral Program

Four free months!

Share businesses you know and save four months of cost!

The Customer Referral Program connects fellow hoteliers and businesses to Customer Alliance directly through your recommendation! As a “thank you,” when the referred business commits to a contract for our product, you will see four months rewarded on the following invoice.

You already know how Review Analytics improves your visibility across the web, transforms your online reputation, and expedites the review process. You experienced the benefits of selecting us as your review management system. You share ideas and recommendations with colleagues and friends━ why not earn rewards for sharing your Review Analytics experience with others in your industry?

How does it work?

The process

When logged into your Review Analytics backend, simply navigate to Four Free Months, input the contact information for the business you are referring, and submit.

Our sales team will reach out to your contact and schedule a talk or demo providing a detailed insight of our different products. Once they start the collaboration with one of our products, we update you via email and reward you four months of free service.

It’s that simple!

Who should you refer?

Any business you believe would benefit from our products. From hotels to restaurants to universities, businesses across the hospitality industry find our products beneficial to their success.

You can submit as many references as you would like and earn rewards repeatedly for each new referral!

Submit a referral!

We appreciate your support and business with Customer Alliance!


Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




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. This opens your doors to guests in other regions exploring these reviews and booking rooms; which, as a result, broadens your client-base and increases your revenue.

We understand the need to reach as many clients as possible, and growing the language options within the frontend is just one way we do this.

Learn more about the benefits of an individualized approach to your international customers here.

Take a look at the new languages!

We adapted the design to correspond with each language’s readability.

Your widget and certificate page:

Finnish and Norwegian

Your post-stay e-mail:

Finnish and Norwegian

Your questionnaire:

Finnish and Norwegian

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!


A boost for your visibility – your Customer Alliance reviews now also published on Trivago!

To improve your online reputation effectively in the long-run, you need to take a holistic approach to your review management. It’s not just about collecting and analyzing what your guests and customers have to say about you, what you are great at, and where you need to improve. It is at least as important to focus on the distribution of your reviews to increase your visibility and generate even more valuable reviews in the future.

This is why, for our newest Review Analytics improvement, we focused on increasing your visibility even further. Our Review Analytics software allows you to predefine how many guests are invited to leave their reviews for you on HolidayCheck, Google+, Tripadvisor or Zoover. This already makes for great visibility across all the major review sites.

To increase your visibility even further…

With the travel metasearch engine Trivago gaining more and more trust from travellers searching for the hotel with the best value, it has become even more interesting to make your Customer Alliance rating also visible for travellers using Trivago.

This is why our new interface with Trivago now also allows you to display your Customer Alliance reviews on the world’s largest hotel search – Trivago!

Trivago and Customer Alliance

How does it work?

Displaying your reviews on Trivago – in addition to the integration on your own website – will solely further increase your visibility. And it is important to note that of course no content will be duplicated through this action. Your Customer Alliance reviews will be displayed on Trivago by default. If you however do not want your Customer Alliance reviews be displayed on Trivago you can chose to deselect the option in your “Distribution-Settings”.

The function on your backend is available already and your reviews will start being displayed on Trivago in the upcoming weeks.

Trivago and Customer Alliance

Make sure to increase your visibility and convince your future guests also on Trivago!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




Where are you during your Customer’s Journey? Discover the touchpoints you should already be acting on!

You can learn a lot from your guests, particularly when it comes to the things that could make your business more successful. In the hospitality industry of 2015, it has become increasingly important for a hotel to make sure its customers and guests have a smooth booking experience; keeping an eye on your customer’s journey might just be the key to getting you more bookings.
Customer Journey

View the full infographic here!

Take Tobi, the traveller. As a business-owner and millennial, Tobi automatically turns to technology and the internet when looking for a place to stay, whether he be travelling for business or pleasure – sometimes he even likes to combine both!
Customer Journey
At this point in his life, Tobi is a tried and experienced traveller and hotel-booker. He knows what he enjoys as a guest and customer, and knows what aspect of a hotel most speaks to him. So when it comes to finding and booking a hotel, he has his process down. Finding potential hotels with a good sampling of online reviews is an important part of that process. He always starts with some quick research, checking out at least 5 to 7 hotels and their online reviews before settling on a few he likes. Only hotels for which he can find online reviews make it into that list!
How reviews influence Tobi's decision...

But what are the keywords Tobi is looking for? Does the hotel offer all the services he needs?

Customer Journey
Not surprisingly, one of the first things our traveller Tobi likes to look at is the price. But although comparing prices is a very important part of the decision-making process, it’s by no means the only deciding factor. There are a number of keywords Tobi also looks out for, and at the top of that list is “breakfast” (after all, a good breakfast can make or break your day! And a breakfast that’s included with your stay is even better). He also always tries to get a sense of the quality of the hotel’s service.

After all of these things have been taken into consideration (online reviews, price, important services…), Tobi has three hotels left in his list of possibilities.
Customer Journey
Tobi still has to decide where to book, and this is where you hook him or lose him. Tobi likes to book directly from a brand or merchant website. So when a hotel’s website doesn’t have a booking engine, he’ll generally turn to the two hotels that are remaining.
Customer Journey
Tobi often decides to go somewhere for a business meeting or extend his trip at the last minute. In this situation, he likes to be able to book on-the-go, from his smartphone. After all, it’s 2015, and the age of technology. A hotel website that isn’t responsive with smartphones in today’s world gets another black mark. Such a website is more complicated to navigate, and Tobi doesn’t want to bother spending too much time searching for the information he needs.
Customer Journey
He’s left with one option: he turns to the hotel with a responsive website and books his room.

He comes to the hotel and enjoys the service (and breakfast!) he was hoping for, giving you the satisfaction of having made a guest happy. But his customer journey doesn’t end with his check-out!
Tobi enjoys his stay...
When he gets home, he receives an email asking if he would be so kind as to leave a review. With memories of his recent stay fresh in his mind, he decides to do it: he writes the review immediately.

Customer Journey
And the next time another Tobi the traveller starts researching a place to stay in your town, he comes across this same review and is convinced to book as well!

Customer Journey

Check out our Whitepaper “A Customer’s Journey” to find out more about your guest’s customer journey and how you can become more involved in it.

Want to learn about how we can help you? Talk to one of our consultants to find out about our Control Panel.




Get even better guest feedback with your optimized “Questionnaire designer”

As most hoteliers will know, much can be gained from guest feedback. However, getting specific feedback about the topics that most concern you can be tricky. This is where the Review Analytics questionnaire comes into play – you can make sure you’re asking your guests the questions which you want answers to!

Questionnaire

What’s my “Questionnaire designer”?

The improved questionnaire designer makes it even easier for you to set up your questionnaire by presenting your options in a more concise way. You now have three tabs: one for your general settings, one for your questions, and one for your “Thank you” page.

Questionnaire designer

Use your general settings to determine which options you want your guests to see when they’re filling out the questionnaire. Do you want to offer a newsletter sign-up option? Should questions rated on a 5-point scale also have comment fields for guest’s comments? Do you have conditional questions, dependant on previous answers? Set it all up in one place!

In the new “Questions” section, your private and public questions have been merged onto one page. This means that you’ll add the questions meant for informational purposes (whose answers won’t be included in your hotel’s rating) along with the rest of the questions.

Add as many questions as you want, set up conditional questions, determine whether or not they’re mandatory, and so on.

Add question – Questionnaire designer

A clearer setup for a better questionnaire will get you the guest feedback you need to improve your performance! Check out your questionnaire settings to see what it’s looking like and test it out.

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!

 




Let’s talk semantics – a concise look at all of your online reviews

What are you doing well? In which areas do your guests think you need to make improvements? Which topics most come up in your hotel’s reviews?

All of these are important questions, and our semantic analysis helps you get to the bottom of them. With Review Analytics, we at Customer Alliance not only help you manage your online reputation, but we also help you improve that reputation by helping you easily understand what your guests are saying about you.

Let’s face it, guests rarely give you honest feedback at check-out. They might give you an idea of their feelings concerning their stay, but unless they have a big complaint, they won’t say too much more to you in person. It’s not uncommon to be told that “everything was fine, thanks!”, only to find a negative review with details of that same guest’s critiques just a few days later. As frustrating as this might be, it also provides you with a new opportunity to respond to criticism and pin-point your strengths and weaknesses.

For those hoteliers who are willing to face the unpleasantness of online reviews, a lot can be learned – and fixed – from guests’ honest feedback; the fact is that it has never been possible to so improve your processes as it is in today’s age of online reviews. However, not everyone is reacting yet. Taking note of your guest feedback may just get you one step ahead of your competitors.

Getting answers with your semantic analysis

Your semantic analysis helps you get a better idea of your strengths and weaknesses by analyzing the content of your reviews. This analysis permits you to stay aware of the words that most often arise in reviews concerning your hotel, and to know which ones are mentioned in a negative or positive context.

customer-alliance-review-analytics-semantics-word-search

Better focused marketing and better resolved conflicts mean happier guests, and generally more bookings! Your semantic analysis gives you a quick overview of the most important elements of your reviews. This means you can easily be aware of – and thus better address – any issues that might arise, as well as sell your strong points.

customer-alliance-review-analytics-semantics

You can analyze your guests’ feedback without spending hours looking through every single review. All you need to do is act!

A more thorough analysis – looking at your reviews on all portals

Our philosophy here at Customer Alliance is that we can always do even better. In keeping with this, we’ve improved your semantic analysis section. The analysis now looks at reviews from external portals, as well as your Customer Alliance reviews, so that you can draw your conclusions from a complete list of your reviews.

customer-alliance-review-analytics-statistics-semantics-reviews-en

Bringing back your “word cloud” – visualizing your strengths and weaknesses

You spoke and we listened! In response to requests from our customers, we’ve also brought back the word cloud. This word cloud makes your semantic analysis even easier to understand. With color-coding and varied word sizes, this feature gives you the opportunity to visualize exactly which topics come up most often, which ones are mentioned positively and which ones are mentioned negatively.

customer-alliance-review-analytics-semantics-word-cloud

Understanding your semantic analysis and keeping track of your strengths and weaknesses has never been so easy! Now that you know what your guests are talking about, it’s your turn to act. Let’s improve your reputation and get more bookings together! View your “Semantics” section.

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




Your Excel reports, redesigned – time to evaluate!

Your Excel reports have been restructured and improved! We’ve made some visual changes, as well as added some numbers for you, so you’ll have a more immediate overview of your report as well as some additional information.

What’s the Excel report?

Review Analytics provides you with 3 kinds of reports which detail your reviews and your performance: your email reports, pdf reports and Excel reports.

While you can customize all three, only the Excel reports are editable. This means that you have the chance to personalize them more, by analyzing and processing your data independently.

We know how important it is that you be able to efficiently report to management and communicate results to your team! Your Excel reports permit you to do just that – you can extract data, change the order of the information and highlight and bring to the forefront the elements important to you or to various employees.

What’s new?

With the new layout, you’ll have a more concise overview of your results and your past reviews. You’ll notice a number of visual changes throughout. Here are the most important changes and additions:

  • Combined Excel sheets
    Your Customer Alliance reviews and external portal reviews are now all on the same tab, so you can more easily compare them.
  • Keep track of your evolution
    You have an additional section where you can view the “change in value since previous date”. This means you can now more easily evaluate the progress of your ratings and keep track of whether or not you’re doing better!
    customer-alliance-review-analytics-excel-report-change-value-en
  • View your last 100 reviews
    This was previously only available to you on your pdf reports. Now you can view your last 100 reviews in the Excel in addition to your numbers!
    customer-alliance-review-analytics-excel-report-last-100-en

Check out your new Excel reports in the “Reports” section of your backend!

customer-alliance-review-analytics-excel-report-backend-en

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!

 




More languages for more reviews!

Discover the Review Analytics frontend in Chinese, Japanese and Arabic

We’re excited to be offering 3 new languages for the Review Analytics frontend. With the new languages Chinese, Japanese and Arabic, you’ll now have the opportunity to get more of your past guests to leave reviews, as well as to reach more potential clients across the web and to expand your customer base.

What is the Review Analytics frontend?

Your frontend refers to everything that is visible to your guest. In a nutshell, your Review Analytics frontend combines the touchpoints of your (potential) guests with your reviews. Pre-stay, this means the Widget on your website and your certificate page, which shows the reviews. During their stay, gather immediate feedback with the Instant Survey. Post-stay, you have the post-stay email inviting past guests to leave a review and the Customer Alliance questionnaire they receive along with it.

Before the stay – using your frontend to attract guests and secure more direct bookings

The Widget and certificate page permit you to integrate authentic reviews to your website. In this day and age, prospective guests want to read about other guests’ experiences before making any decisions. Even if they stumble across your website and like your hotel, chances are that they’ll feel the need to go look for reviews elsewhere. They’ll probably end up on an OTA, where they’ll see you listed next to your competitors. This means they might book with your competitors, and if they do still decide to book with you, their reservation ends up costing you in commission fees. The widget and certificate page help you keep guests on your website by providing them with all of the information they need.

After the stay – improving your online reputation by following up with your guests

Your post-stay email gives you the opportunity to follow up with guests after their stay and encourage them to leave a review. As most hoteliers will be very aware, the guests most likely to leave reviews are generally the extremely displeased or extremely delighted. Many guests who have, in fact, enjoyed their stay, won’t leave a review without a little encouragement and reminder to do so. Your post-stay email gives you the opportunity to do just that! And with your customized Customer Alliance questionnaire, you can receive feedback on the aspects of your hotel that are most important to you.

These reviews are automatically displayed on your certificate page, which sets the process in motion again and attracts more new guests!

Why the new languages?

More languages mean that more guests can leave reviews and more potential guests can view those reviews. With the new Chinese, Japanese and Arabic options, you’ll be able to get through to many more guests and open up your hotel to important international markets!

This means that you’ll be more visible across the web and that you’ll increase trust in your website on a wider scale – all things that will help you attract guests and get more direct bookings!

Let’s check it out!

Take a look at what your frontend features will look like with these new languages. We’ve adapted the design to correspond to each language’s readability – check out the results!

Your Widget and Certificate page:

customer-alliance-review-analytics-arabic-chinese-japanese-widget-certificate

Your post-stay email:

customer-alliance-review-analytics-arabic-chinese-japanese-email-invitation

Your questionnaire:

customer-alliance-review-analytics-arabic-chinese-japanese

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




June 2015 Product Updates

We are excited to share the product updates implemented throughout the month!

Improvements to your “Semantics” section

We’ve improved your “Semantics” page, providing more complete information with a semantic analysis of your reviews on external portals, in addition to your Customer Alliance reviews.

In response to customer requests, we’ve also brought back your “Word Cloud”. This feature helps you visualize your strengths and weaknesses by presenting to you the words that most arise in your reviews, in varied sizes and colors.

Questionnaire feature – Now optional comment box

We have a new feature for your questionnaire. You now have the option of removing the comment boxes which accompany your questions rated on a 5-point scale.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




May 2015 Product Updates

We are excited to share the product updates implemented throughout the month!

New Questionnaire features

We’ve added some new features to your questionnaire. You can now add sub-questions to your main questions (rated on a 5-point scale), for more detailed reviews. You can also create conditional questions, which will allow you to get more specific feedback from certain guest segments.

Discover your new features in “My Account”>”Questionnaire”.

New Instant Survey

We now offer an Instant Survey, available with our updated Premium Pack. This Instant Survey permits you to catch problems early on and to improve your guests’ experience while they are still with you. With this feature, you can create a mini-questionnaire or a simple question to submit to your guests during their stay, providing you with instant and up-to-date feedback.

For more information about this feature or to get started with your Instant Survey, please contact your account manager. We’ll be happy to get you started!

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




April 2015 Product Updates

We are excited to share the product update implemented this month!

Updated Email Reports Section

In the “Email Reports” tab of your “Reports” section, you can now add, edit and/or delete your email reports.

This section has been redesigned so that you can customize your reports to your hotel and team’s specific needs.

You can determine which criteria and portals you would like to receive information about, and be notified weekly or monthly when reviews concerning those criteria are published on those portals.

For example, send a report about cleanliness to my housekeeping team every Monday 8am. Or send me and my managers a summary of my results for the previous month, so I can plan the next one.

For your Customer Alliance reviews you can set your reporting to receive immediately after a review has been published, so you can initiate internal actions or reply to your guests straight away.

Just find your desired option under the “Actions” column, or create new reports below.

We hope you like it!
Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




February 2015 Product Updates

We are excited to share the product updates implemented throughout the month!

Unpublished Customer Alliance reviews now included in your email reports

In the reports which you can export from the “Reports” section, you can now also view the information concerning still unpublished Customer Alliance reviews. These are either reviews which have been left as In-house feedback but are not yet published on your Certificate (because your guest has not yet confirmed them via e-mail), or e-mail reviews which are not yet published because of the three-day delay.

You can choose to view these reviews for a more up-to-date report of your internal feedback on the Customer Alliance questionnaire.

Updated overview for your email reports

The table containing the list of the email reports you have set up in the past has been updated. With the new layout, it is easier for you to differentiate the reports. You can easily determine which reports are sent immediately, daily or weekly, and which concern Customer Alliance reviews or external portal reviews.

New “Comment” redirection link for external portals

On your Review Stream in the “Reviews” section, the “comment” function has been optimized for reviews received from external portals. By selecting “comment”, you will now be redirected directly to the relevant external portal to write your comment from your own profile. This feature is available for the following portals: TripAdvisor, HolidayCheck, Booking, HRS, Expedia, Agoda, Yelp, and Zoover.

Overview section updates

  • New “Overview” section date filter
    You can now filter all the visible statistics of your Overview by time period.
  • Comment rates on your “Overview“ table
    This new column will help you keep track of the percentage of guest reviews you’re responding to.
  • Comparison line on your “Average rating of new reviews over time” chart
    Compare your current performance to your performance at any other period in time.

Questionnaire sub-criteria chart

A more visual chart of sub-criteria ratings, visually dividing your reviews into positive, neutral and negative.

New “Review ratings over time” chart

This chart enables a better, more immediate understanding of what your guests are saying, visually dividing your reviews into positive, neutral and negative.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




January 2015 Product Updates

We are excited to share the product updates implemented throughout the month!

Questionnaire and “Thank You” page settings: more options available

You now have more settings options for your questionnaire and for the “Thank You” page your customers are redirected to, after leaving a review.

Along with the text personalization (which was enabled last week), it’s now also possible to customize the personal information fields (age group, username), as well as other elements, such as the visibility of the social sharing icons and the Newsletter sign-up option.

Individual reviews: additional portals available

You can now see your individual reviews on three new portals: hotelspecials, hotelreservierung, and hostelbookers.

Log-in page: New “Remember me” Feature

We’ve now implemented a “Remember me” feature on your Review Analytics log-in page, giving you the option to stay logged in to your account on your computer for up to a month.

Questionnaire settings: New text editing function

From now on, you’ll find even more detailed individualization functions for your questionnaire texts. The introductory sentences, as well as parts of the “Thank you page” where customers who submitted reviews are then led, are also editable! You can choose to leave the texts we’ve provided or to change them to personalize your message.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




December 2014 Product Updates

We are excited to provide a brief recap of the updates implemented during this month!

New Certificate for chain hotels

For our customers with several hotels, this week we introduce the chain certificate. With this new option, allow your customers to see your reviews for all of your individual hotels, filter them, and book their favorite one, all in one central place.

Your Facebook chain-app has already been updated to the new design. Now you can customize your certificate, which will appear both on your website-certificate and Facebook app. You can also choose whether or not you want to present your individual logo alongside your chain’s.

Now available- analysis of still unpublished Customer Alliance reviews

In the Customer Alliance statistics, you can now also analyze reviews that have not yet been published.

Reviews are automatically published after three days or, if the review was submitted via the In-House Feedback tool, published when the customer confirms their review via email.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




November 2014 Product Updates

We are excited to provide a brief recap of the updates implemented during this month!

New design update on the Questionnaire and In-House Feedback: rating points

In the last weeks, we tested how to increase the response rate for the Questionnaire- one of the most important parts of Review Analytics. Following the remarkable results of these tests, our rating bars have been replaced by rating points making it easier for guests to evaluate your services.

 

New language filter in Semantic Analysis: Italian

From now on, all Italian reviews can also help you understand your strengths and weaknesses.
Until now, only German, English, French and Spanish reviews could be analysed, but now Italian words also appear on the mentions table.

 

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




October 2014 Product Updates

We are delighted to provide a brief recap of the updates implemented during this month!

The XML API documentation updated and available in German

Some weeks ago, we updated our XML API documentation. Reviews can now be ordered by review rating and by date, in ascending or descending order.

You can also show reviews between custom date ranges. The API can return reviews before a given end date, after a given start date, or between a date rang. It can also return all reviews since a given number of months (i.e. show all reviews from 48 months ago).

Additionally, you can specify the number of results returned, i.e. show 10 reviews at a time.

Last week, we extended the API with a new language filter and translated the documentation into German. To make use of the new XMP API features, please contact the Support Team.

 

New Channel for the Social Media Monitor: Instagram

In addition to Facebook. Twitter, Google+, YouTube, Foursquare, and Flickr, the Social Media Monitor in Review Analytics now also gives you the results for Instragram postings.

 

Widget: design update for Widgets with 50px height

In August, we updated the Widget design used to publish reviews on your website. We completed the final phase of this update allowing for a smaller Widget design with just 50px height. If you wish to select a small Widget for your website, simply select it in the Widget-Generator by reducing the content from “content to be displayed.” Reduce to “display total of reviews” and “display total number of portals,” then you can check the function “use minimal height.”

 

New front-end Languages: Serbian and Swedish

We have extended the number of front-end languages from 12 to 14, adding Serbian and Swedish. These languages are visible in parts of the system that your customer sees such as: invitation emails, the Widget, the certificate, and the Facebook application.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




September 2014 Product Updates

We are excited to share the product updates implemented throughout the month!

New design and improved usability for your Facebook chain App

Now your Facebook users can navigate more easily through your Hotels reviews. No matter if your Chain has 4 or 200 Hotels, your potential guests will always have an organized overview guided by each Hotel’s logo, Customer Satisfaction Index and booking button.

They can also filter your Chain reviews by language, type and which Hotel it was given to. Additionally, your users can choose to see all your Hotels informations displayed on a single page.

New design and more information in your email notifications

From now on, your email notification brings more detailed and better visualized information directly to your inbox.

In one simple overview, you can read all of your reviews text and detailed criteria, as well as the number of new reviews received on Customer Alliance and external portals.

This will keep you up to date about your Hotel or Chain’s reputation status and give you quick access to answer to each specific review from your online backend.

New sheet available on the Excel Report: yearly overview

There is now a new yearly overview sheet available for the Excel report. It shows detailed monthly statistics for this year and yearly statistics for previous years.

The XML API has been updated

Reviews can be now ordered by review rating (ascending or descending) and by date (ascending or descending). You can also show reviews between custom date ranges.

The API can return reviews before a given end date, after a given start date or between two dates. It can also return all reviews since a given number of months ago (i.e. show all reviews since 48 months ago).

Additionally, you can specify the number of results to return in a request – which is very useful for pagination .i.e show 10, 20 or 50 reviews.

To make use of the new XMP API features please contact the support team for further details.

Usability improvement on the Review Stream

Now your Holidaycheck reviews can be viewed directly in the Holidaycheck portal, within one click. The link in “Details” at the top left leads you directly to the specific review.

Extended login possibility on your In House Feedback

From now on, all Review Analytics managers can grant access to other users, so that they can login on the In House Feedback. You can find this option under the “User management” section and update their permissions at any time.

Quality seal (widget): design update

Since August, our customers have the possibility to design their own widgets and customize their elements, size and header color.

After a month of time to replace them manually, we automatically updated all of the old ones, to extend its benefits across all hotels. The only exception are the ones with 50px height, that will be updated within the next weeks.

You can customize your own quality seal (widget) under “My account” section.

New language available for the Holidaycheck-questionnaire: Spanish

The Holidaycheck questionnaire is now available in Spanish.

Distribution section update: Trivago-redirection has been assigned to Customer Alliance

Due to a change of the Trivago policies it is no longer possible to leave reviews on the portal Trivago anymore. For this reason, we have removed Trivago from the Distribution settings and redistributed any previously assigned Trivago percentages to Customer Alliance.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




August 2014 Product Updates

We are excited to share the product updates implemented throughout the month!

New backend language available: Dutch

Now all Dutch hotels can use Review Analytics on their mother language.

New salutation on the “guests” section: Mrs and Mr

From now on, our system allows you to be more precise when adding a new guest in the system. Now you can choose between “Family” and “Mrs and Mr”.

Responsive login page

Our login page is now optimized to be viewed on tablets and mobile phones.

Customizable newsletter sign-up text

Now each hotel can have a different text to describe the newsletter subscription checkbox on the questionnaire. Additionally, the new fields also accept an automatic or individual translation.

Improved navigation on the review details

New “Next” and “Previous” Buttons (little arrows on the left and right side of the review-details-pop-up) allow to navigate easier from one review to another.

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!




July 2014 Product Updates

We are excited to share the product updates implemented throughout the month!

New newsletter section and filter functions in the Chain Backend

Now it’s possible to manage and export the newsletter subscriptions for all hotels that are part of a chain in one single page

Individual reviews for bestday + pricetravel available

Now your review stream also displays reviews submited via bestdays.com and pricetravel.com

New XML-Feed for the integration on your website

Additionally to the XML-Feed of your CA-reviews, now the statistics for external portals are also available in XML format and can be embedded on your own website. To get the new XML-Feed please contact our support-team.

Usability improvement on your questionnaire settings

Now the order of criterias and individual questions can be changed via drag and drop.

New backend language available: Italian

Now all Italian hotels can use Review Analytics on their mother language

We hope you enjoy the updates!

Not a Customer Alliance user yet, but interested in improving your online reputation? Get a free live demo with one of our consultants!