Facebook – now a unique source in your Review Analytics backend


Facebook

We have improved our Facebook integration enabling you to oversee your Facebook reviews directly within Review Analytics. The reviews are accessible from your review stream and the statistics are visible within both your overview and statistics sections.

Facebook is arguably the most relevant social media portal and a major influence in travelers decision-making. It provides users with trusted opinions from people just like them. Our improved connection allows you extended overview of your ratings in context with other platforms – further reducing your time spent checking and comparing this portals’ reviews.

Login to your Review Analytics backend and see the difference.


Facebook – now a unique source in your Review Analytics backend

Facebook

We have improved our Facebook integration enabling you to oversee your Facebook reviews directly within Review Analytics. The reviews are accessible from your review stream and the statistics are visible within both your overview and statistics sections.

Facebook is arguably the most relevant social media portal and a major influence in travelers decision-making. It provides users with trusted opinions from people just like them. Our improved connection allows you extended overview of your ratings in context with other platforms – further reducing your time spent checking and comparing this portals’ reviews.

Login to your Review Analytics backend and see the difference.


TripAdvisor City Rankings

What this means and how it impacts your online reputation

city rankings

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 instead of data that might be skewed by “fast risers,” to use their terminology.

So, if you noticed your ranking recently fell on TripAdvisor, keep reading to learn why and how to overcome this.

What this means for your property:

Through this update TripAdvisor re-emphasizes the importance of steadily acquiring reviews and engaging with guests. The more new reviews you have, the greater the chance of appearing better ranked on TripAdvisor. If you fail to consistently collect reviews from your guests, your ranking will fall.

city rankings

city rankings

See how Hotel 2 dropped in TripAdvisor rankings due to infrequent reviews in conjunction with only two bad reviews. Meanwhile, Hotel 1 continued with frequent reviews and maintained a solid position.

How do I improve my City Rank?

Quality, recency, and quantity are crucial to moving up or continuing with a positive city ranking. Ensure your property acquires good, recent, and many reviews to stay at the top. With Review Analytics, you have the solution to overcome the changes to TripAdvisor by maintaining and improving your reputation through automated processes.

Read more on the reasons for the change on TripAdvisor.

Interested in changing your rankings across online portals? Talk to a Customer Alliance representative about our online reputation management solution, Review Analytics, today:




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!


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!




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!




How business travelers use online reviews

Learn from new research studies!

Customer Alliance

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 leisure travel.

A new research about “How Business Travelers Buy. Hotel Pricing in a Social World” from SAS and The Pennsylvania State University looks at how business travelers use online reviews to assess value. We have selected some points, that might be quite interesting for you:

  • Unlike leisure travelers, business travelers are not overly sensitive to price and negative reviews.
  • Business travelers are highly influenced by their loyalty affiliation and might even put up with a hotel that’s “good enough” if it’s their preferred brand.
  • Hotels that drop rates as compared to the market will likely generate demand from this segment.
  • Business travelers are looking for facts, not feelings

Conclusion:

Review content was not a significant contributor to choice, nor was TripAdvisor Rank.
However, review language was significant.
Business travelers preferred more descriptive reviews over those with emotional language.
If a review was positive or negative, business travelers wanted to know why.

Learn more and read the full article on hotelmarketing.com
Learn more about the studies

Do you already know our Knowledge-section?

Download our Free Whitepapers here about:
>> Review Management

>> Complaint Management

Customer Alliance


Reviews, Ratings and Hotels – Learning from research studies

reviews, ratings, and hotels
How are reviews, ratings and pricing influencing consumer booking behavior today? There are some interesting studies about that, as you can read in the SAS hospitality industry blog in full lenght. We give you a short summary right here:

Thanks to the increase of user generated content (UGC), consumers have more information than ever before as they evaluate a hotel purchase. Here are some interesting points you can learn from new studies about the customer decision-making today (focused on leisure travel):

  • Reviews are the most powerful value indicator for consumers.
  • Competing on price alone is not a winning strategy.
  • Good reviews are not (always) a license to charge more.
  • It’s hard to overcome “bad” UGC.
  • Reviews and price are the most important influencers of choice.
  • Negative reviews remove you from the choice set.
  • Lower price or higher ratings do not overcome the impact of negative reviews.
  • Consumers only notice high ratings and rankings.

 
Today it is more important than ever to have a good understanding of where you sit in the market on reputation and price and to be aware of your hotel’s business strategy, before making any pricing decisions.

Only with a good reputation, you will have increased pricing power – assuming you are clearly better than the competitors in the market.

Yes, it is important to get more reviews!
Consumers “believe” the UGC more when there is more of it. Therefore, hotels should work to increase the number of reviews posted across all types of review sites.

Yes, you should respond to (negative) reviews – but you should know how:
There seemed to be a relationship such that hotels responding to negative reviews had better performance (ADR, RevPAR, Occupancy).
But still it seems that “over-responding”, or not being genuine, however, can do as much damage as the negative review itself. You should be quite careful here, more research has still to be done in this area.

Read the full article here

Find out more in our Knowledge-section!

Download our Free Whitepapers here about:

>> Review Management

>> Complaint Management


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!