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




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!


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.

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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.

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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.

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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!

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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!




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!




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!




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 you had to create multiple tabs to manage your online reputation? Those days are over. From next week on your review stream displays not only all your Customer Alliance reviews but also the text reviews from the 11 most important portals, such as HRS, booking.com, TripAdvisor and HolidayCheck.
  • Statistics: Your new backend will provide you with an overview of all categories with scores, that your guests have rated on different review portals.
  • Report: The Excel or PDF reporting is now created in a blink of an eye.
  • Reviews & Statistics: Last but not least we improved the review stream and statistics section. Working more consequently with the colors of a traffic light that easily point out where improvement needs to be done. The new navigation and interface is simpler and more user friendly.

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Brand-new Review Stream


While waiting impatiently for the new features take pleasure in our brand-new website. We created an enhanced knowledge center, where you get the latest information on the hospitality industry.