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




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




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

Finnish and Norwegian in the Review Analytics frontend

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!


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.




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!




Announcing our new University Program

We team up with hotel management schools to make our software available to future hoteliers of Europe

Customer Alliance University Program

We’re excited to announce our new University Program in our first collaboration with hotel management universities across Europe.

We’ll be providing future hoteliers with a smart and thorough understanding of what their online reputation could do for (or against!) them, so that they enter the market ready to face the challenges of modern technology.

The Customer Alliance University program offers hotel management schools full access to our business software solution. Considering the influence of technology in the industry today, the relevance of a hotelier’s online presence and the potential impact of online reviews cannot be overstated. With Review Analytics, we provide hoteliers-in-training with the tools necessary to understanding and managing that reputation. They’ll be introduced to a proper system of collection, integration, distribution and analysis of online reviews – everything they’ll need for a shipshape online reputation.

In addition to free access to our software, we offer career partnerships, the opportunity to learn from our professionals, and of course full access to all of our knowledge materials.

Want more information? Check out our >> University Program landing page and get in touch with us!

Customer Alliance University Program

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