The Customer Alliance Blog

Customers expect an excellent experience both in-store and online. Even if your enterprise doesn’t have a physical store, the consumer experience is still a defining factor. The voice of the consumer is what your shoppers say about their experience with your brand. Use consumer feedback to put your shop in front of the competition. Read on to see how you can harness the power of feedback to elevate your ecommerce shop. Why is the Voice of the Consumer important for ecommerce? Voice of the customer, also called voice of the consumer, is now the leading way to understand your customer. Be proactive about asking for feedback. Let consumers tell you what they want and need to remove the guesswork from discovering their desires. To review, see The Voice of the Customer Guide: Importance, VoC tools and examples . 89% of consumers worldwide make the effort to read reviews before buying

We’re so excited to announce the launch of in-app and in-web surveys! Also known as microsurveys, they offer a short, targeted and timely way to collect customer feedback right inside your website or app. With lots of use cases and instant, actionable data, we can’t wait to see how microsurveys will get you even better results. But first, let’s dive in and learn more about this powerful feedback tool. Here we go! In-Web And In-App Surveys vs “Traditional” Surveys Traditional surveys are multi-question or multi-page and are often sent to the customer via email. These types of surveys still hold tremendous value, providing deep insights that are key to any Voice of the Customer program. But there are some instances where bigger isn’t necessarily better. Microsurveys are the perfect complement to traditional surveys, targeting the here and now of specific customer scenarios. What Makes In-Web And In-App Surveys Different? Microsurveys

“We know that people want to hear other people’s experiences to help them make decisions.” That’s what Google say about the development of Search Generative Experience (SGE). Soon, being found online won’t just be about optimised websites and targeting keywords. It will be about your entire digital footprint, including how other people talk about your brand. In this article, we’ll explore how this evolution is set to shift the way businesses approach online visibility and give you a clear strategy going forward. Understanding and adapting to these changes is crucial for anyone looking to stay ahead in the digital marketplace. So let’s demystify SGE–your roadmap to mastering the future of online search starts here. How SGE will change the way people search To understand why external content will be so powerful for online visibility, first, we need to get familiar with the goal of SGE. According to Google: “With the

It’s a Monday morning, and you settle into your chair, cup of coffee in hand, ready to check your latest reviews. A stream of positive feedback flows by, validating your team’s hard work. But then, you spot it—a harsh, critical review that makes your heart sink. As you read closer, though, something’s off. This isn’t a dissatisfied customer; it’s a fake review. But before the panic sets in, know this: you’re not powerless. By the end of this article, you’ll know how to combat fake reviews and minimise their impact on your business. 1. Check Google’s policy to see if the review qualifies for removal Before you tackle the suspicious review, let’s review Google’s guidelines . They’ve provided clear rules about which reviews can be removed. Spam and fake content: any reviews that are repetitive or showcase irrelevant content, and any reviews that aren’t based on a real experience or

Picture settling into your office chair on a Monday morning, your cup of coffee steaming beside your computer. You start your week by scrolling through the latest customer reviews. There’s a mix of glowing praise and a couple of critiques. With your day’s tasks already piling up, you wonder — is it worth taking the time to respond? It’s a scenario that any business professional can relate to. That nagging question of whether or not to engage with online reviews might seem trivial. But what if it impacts more than just your relationship with customers? What if it’s tied to the heartbeat of your online visibility—your search engine ranking? Let’s delve into whether responding to reviews really does help SEO, and how this seemingly small task could have big implications for your business. What does Google say about responding to reviews? To understand the impact of responding to reviews on

Customer Alliance is the best ReviewPro alternative for hoteliers who want a dedicated review and feedback management platform that integrates easily (and affordably) with their PMS. In hospitality, the guest experience is everything. But knowing what your guests want can present a challenge. A platform that helps you collect and understand feedback enables you to make tangible improvements to your business without getting lost in the noise. Customer Alliance (that’s us 👋) and ReviewPro are two of the most popular platforms in the hospitality space. Here’s the lowdown of how they compare. Customer Alliance vs ReviewPro at a glance Feature Customer Alliance ReviewPro Integrations ⭐⭐⭐⭐ Has 165+ integrations (including a free Oracle Opera Cloud connection and other leading Cloud PMS providers like Mews & Apaleo) ⭐⭐ Shows 39 integrations on their website, though sources like Hotel Tech Report show as many as 64 Analytics ⭐⭐⭐⭐ Offers numerous analytics tools (including

Many businesses turn to online reputation management tools when struggling with these critical challenges: Keeping track of your brand across platforms: Your brand appears on many websites—search engines, review portals, industry-specific sites and more. Without the right tools, you’ll miss reputation threats until it’s too late to prevent damage. R esponding quickly when it matters: When negative content appears, you need to act fast. But crafting the right response and implementing damage control takes precious time you can’t afford to waste. Turning data into insights: You know monitoring your online reputation is crucial, but making sense of all that data is another story. Without clear insights, you can’t make the improvements that drive real change. The right online reputation management tool solves these challenges by bringing everything into one place. You’ll spot potential issues early, respond faster, and make smarter decisions about your online presence. In this guide, we’ll explore

If you’re a business owner or marketing manager, you know that online reviews can make or break your reputation. And when it comes to reviews, Google is one of the most impactful sites there is. That’s why it’s so important to learn how to reply to Google reviews like a pro. Whether they’re good, bad, or average, you need to know how to handle them. But it’s not always easy to know what to write. To help you out, we’ve put together 20 great Google review response examples. So take a look, get inspired, and start using them to reply to your business reviews. Note: Even with great examples to hand, replying to all your reviews can be time-consuming. To help you reply to reviews 3x faster, we launched AI Reply Assistant. See how you can generate personalised, unique review responses in just one click . What makes a good

Guest reviews don’t just reflect a guest’s experience, they influence the next one. They’ve always mattered, but now, they shape nearly every booking decision. According to recent studies, around 97% of people consult reviews before reserving a room. That’s why so many hotels invest time and resources into their online reputation management. But what’s the actual return? What do you really get back from efforts like collecting and replying to reviews or sending out post-stay surveys? Especially if you’re thinking about using a review management software, you probably want to understand the impact it makes and whether the results go beyond operational convenience. It’s not always obvious at first. But the return is real and worth taking a closer look at. Note: In this article, we look at the return on investment in online reputation management. Especially when it’s done with the help of the right software. Customer Alliance is

Every day, hotels receive detailed opinions about guest experiences, through reviews on OTAs and direct feedback from structured surveys. This is where Guest Feedback Intelligence begins. Guests explain which room made them uncomfortable, which staff member turned a bad check-in into a memorable stay, and whether breakfast justified the price. They describe, in their own words, what would bring them back and what would send them to a competitor instead. This is not just feedback. It is intelligence. And for most hotels, it is going largely to waste. Not because teams aren’t listening. They are. But listening to reviews one by one, platform by platform, language by language, is not the same as understanding what thousands of guests are collectively telling you. The difference between reading feedback and truly understanding it is the difference between noise and strategy. What exactly is Guest Feedback Intelligence? Guest Feedback Intelligence is the approach

Online reviews are the backbone of your hotel’s reputation. Whether you manage an independent property or a large hotel group, you already know how important it is to appear and perform, across different booking platforms. In this article, we focus on one of the biggest: Expedia . Expedia Group powers major travel sites like Expedia , Hotels.com , Vrbo, and Orbitz , giving it one of the largest global travel audiences. Reviews on these platforms shape traveler decisions long before a booking happens. In fact, 97% of travelers read reviews before choosing where to stay, and according to Expedia Group’s own 2025 Traveler Value Index , 75% are even willing to pay more for lodging with better reviews. Every thoughtful reply does double duty: it reassures past guests and convinces future ones. If that wasn’t reason enough to keep your reputation management sharp, there’s now another layer to consider. Travel

Responding to Booking.com reviews is not just good hospitality. It is a vital part of online reputation management. Nearly every traveler reads reviews before booking, with 97% of hotel guests consulting them when choosing where to stay. Since so many travelers rely on reviews, they also notice how hotels respond to them. A thoughtful reply shows attentiveness, reassures potential bookers, and can even turn criticism into an opportunity. This interaction builds trust, influences booking decisions, and contributes to stronger visibility on Booking.com. But finding the right words is not always easy. That is why we have put together 15 Booking.com review response examples you can adapt for positive, neutral, and negative reviews. Use them as inspiration to strengthen your reputation and improve your performance on Booking.com . If you also want inspiration for other platforms, take a look at our guides on Google review response examples and Expedia review response

For years, online reviews influenced how guests chose their next stay. Today, those same reviews are influencing how artificial intelligence decides which hotels to recommend. What once guided only human decisions is now shaping the algorithms behind AI that answer traveler queries. The change is happening quickly. A 2025 survey found that 40% of global travelers have already used AI-based tools to plan their journeys, and 62% are open to using them in the future .  As adoption accelerates, travelers are already asking AI-powered assistants questions such as: “What are the best family-friendly hotels in Marseille?” “Which hotels in Florence have quiet rooms for remote work?” “What are the best hotels in Germany for a romantic weekend?’’ “Which hotels in Seville offer excellent service under €150 per night?” From ChatGPT to Gemini, these AI-powered platforms are becoming the new travel agents. They do not just display lists of options, they

At Customer Alliance, we've helped thousands of hotels collect and analyse guest feedback. One thing is clear: properties that effectively measure guest satisfaction see higher revenue, better review scores, and increased loyalty. But creating and implementing an effective survey program isn't just about asking guests what they think. It's about asking the right questions, at the right time, in the right way. In this comprehensive guide, we'll share what works based on real data and insights from our Customer Success Managers who work with hotels every day. You'll learn: How to design surveys that guests actually complete When to send surveys for maximum response rates Which questions provide actionable insights How to turn feedback into revenue-driving improvements Why measuring guest satisfaction matters Guest satisfaction transforms every aspect of hotel performance. While most hoteliers understand the value of happy guests, recent research reveals the profound impact on revenue and long-term success.

Do you get overwhelmed trying to respond to reviews? Do you wish there was an easier way to manage them so that other important tasks don’t slip through the cracks? If you answered ‘yes’ to either of these questions, you’re not alone.  Our new and improved AI Reply Assistant helps you respond to reviews 3x faster (and makes your day that little bit easier). For small hotel operators, it streamlines the review management process, allowing you to focus on providing exceptional guest experiences. Meanwhile, chain hotels can use AI Reply Assistant to maintain a consistent brand voice across all locations, ensuring that every guest feels heard and valued, regardless of where they stayed. What is AI Reply Assistant? Available as an upgrade to our Review Stream , AI Reply Assistant uses artificial intelligence (AI) to generate unique, personalised and instant replies to your reviews. Just click a button, and the

At the time of writing, there are more than 7.7 million active listings on Airbnb. That’s more than the number of annual visitors to New York’s Metropolitan Museum of Art. Or the population of Laos. With as many hosts as there are people in a small country, standing out in the market and increasing your Airbnb bookings can feel impossible. We tracked down the hosts of some of the most popular listings to learn their best tips for booked-out calendars. Whether you're a new Airbnb host or a seasoned one, these tips will help you optimise your listing and increase your occupancy rate. 1. Create a memorable experience Just like in any hotel, in Airbnb the guest experience is everything. Paying attention to the little things improves the guests’ stay and increases the likelihood of them returning or recommending your place to friends and family. Cyndi and Tom are the

Countless hoteliers who turn to review management software struggle with the challenges of: Keeping up with guest reviews across multiple portals: Checking all the different portals is time-consuming. This makes it easy to miss reviews (especially problematic when you have bad feedback that puts your hotel’s reputation at risk) Replying to reviews: It’s hard to keep track of which reviews have been replied to and which haven’t. Plus, it’s not always easy to know how to reply. Understanding what to do with your review data: You know that guest feedback is critical in making improvements to your hotel, but you’re not sure how to extract the best insights from your reviews. There are several review management software out there that solve these problems. These tools help manage reviews more effectively, monitor guest feedback, and uncover valuable insights to enhance your hotel's performance. By using these software solutions, you'll save time,

Review management has the power to increase your online visibility, set you apart from the competition, and attract more customers. But when you're faced with a long to-do list, managing reviews can fall by the wayside.  We've helped thousands of businesses better manage reviews and feedback over the past 15 years. Whether you're overwhelmed by the volume of reviews from different portals, unsure how to respond, or confused about how to implement review feedback, we're here to help. In this step-by-step guide, you'll learn our best tips on how to effectively manage reviews. So you can get started right away, we've also created an easy-to-use template to download for free. 💡 Just here for the template? Skip down to the video walkthrough and download form. 1. Identify your most important review portals With hundreds of review sites available, it's easy to get overwhelmed trying to manage them all. For hospitality businesses,

Your customers are talking. Are you listening? In our survey of 750 people across Germany, Austria, Switzerland, France, and Italy, we uncovered how significantly online reviews influence consumer choices and behaviour. This article dives into those findings. Learn how a single review can sway potential customers and how a strategic response can make a world of difference. By understanding these insights, you'll be equipped to harness the full potential of online reviews, making them a pivotal part of your business success. Insight #1: the trend of checking business reviews shows no sign of slowing down Online reviews are nothing new (TripAdvisor has been around for over 20 years!). But for both businesses and consumers, they’re as relevant as ever.  Our survey revealed telling statistics about how often people turn to online reviews, shedding light on their role in shaping consumer behaviours. Here’s what we found: 91% of people read online

With close to 150 million visitors every month , TripAdvisor is one of the world’s biggest travel websites. But despite a huge potential audience, you might wonder if it’s worth your time and effort to build a presence on this giant platform. Perhaps you’re overwhelmed by the prospect of ongoing review management or wonder if it can really result in increased revenue for your business. At Customer Alliance, we've successfully guided thousands of hospitality businesses in increasing their presence on review platforms like TripAdvisor, and see firsthand the difference it can make. Now, a new study sheds light on just how significant this impact can be.  Before we dive into the study, let's see how much you could increase revenue at your hotel by improving your TripAdvisor rating. Key findings: a one-point increase in TripAdvisor ratings leads to 1% more bookings ' The Effects of Online Review Ratings: A Case

As a manager, you juggle a myriad of tasks every day, from organising your staff to overseeing operations. You know the importance of online reviews but struggle to keep on top of them, scattered across multiple platforms. You wonder if there's a way to streamline this overwhelming process, helping you reclaim valuable time and protect your business's hard-earned reputation. Enter review management software. In this article, we'll explore the benefits of these powerful tools, shedding light on how they can revolutionise the way you manage, understand and respond to customer feedback. Note: Customer Alliance is our very own review management software. We’ve helped thousands of businesses achieve stress-free review management over the past 10+ years. Transform how you manage customer feedback and bolster your online reputation. Learn more and book a quick 15-minute intro here. #1 Build stronger customer relationships Building relationships with your customers is key to driving brand

Brilliant business strategy or dubious practice? In this article, we're pulling back the curtain on review gating. We'll explore what it is, its implications for your business, why it's a strategy best avoided (and the strategies you should use instead). Plus, we'll explore the policies of the most popular review platforms to see if review gating will really get your listing banished from the web. Let's navigate the nuanced world of online reviews together and learn how to emerge unscathed—and ethical—on the other side. What is review gating? Imagine this scenario: You've recently engaged with a business, either purchasing a product or using a service. Eager for feedback, the company sends you a survey asking, 'Did you have a positive experience?' If you respond 'yes', they guide you to a public review site to share your positive experience. However, if you respond 'no', they steer you towards a private feedback

Are you overwhelmed by the sheer volume of online reviews and struggling to make sense of them all? Do you find yourself losing sleep over the ever-growing challenge of maintaining your company's reputation while juggling countless other responsibilities? If so, you're not alone. In today's fast-paced digital world, it's more important than ever to stay on top of customer reviews. That's where review management software comes into play. But with a myriad of options available, how do you choose the one that's right for your business? In this blog post, we'll explore the key factors you need to consider, share insider tips, and provide you with a roadmap to finding the ideal review management software for your unique needs. Say goodbye to endless hours of sifting through reviews, and hello to a streamlined, efficient, and effective review management process. Let's dive in! 1. First, identify your business requirements Before diving

Customer feedback is the cornerstone of any successful business. It helps you drive important decisions, build relationships and keep up with customer needs and expectations. But, how do you know what type of customer feedback you should collect? In this article, we'll explore all the different types of customer feedback with pros and cons of each. By the end, you'll have a good idea of which is right for your business. Let's get started! What are the two primary types of customer feedback? The two main types of customer feedback are: Unsolicited feedback , where a customer shares their thoughts and opinions without you having to ask them. They can share this feedback directly to you (for example, in a conversation with customer support). However, they can also share feedback in an indirect way that you need to actively need to search for (like talking about your brand on social

Do you get overwhelmed replying to your reviews? Do you wish there was an easier way to manage them so that other important tasks don’t slip through the cracks? If you answered ‘yes’ to either of these questions, you’re not alone.  That’s why we’re thrilled to launch AI Reply Assistant . This brand-new tool helps you respond to reviews 3x faster (and makes your day that little bit easier!) In this blog post, we'll take an in-depth look at how AI Reply Assistant works, its benefits for your business, and how to get started. What is AI Reply Assistant? Available as an upgrade to our Review Stream, AI Reply Assistant uses artificial intelligence (AI) to generate unique, instant replies to your reviews. All you need to do is click a button, and the AI will take care of the rest. How AI Reply Assistant works So how does it work? First,

Are you a marketing manager struggling to boost your business's online reputation ? Are you constantly searching for ways to attract more customers and stand out from your competition? If so, it's time to shift your focus onto collecting 5-star feedback. In today's digital age, online reviews have the power to make or break a business. But many marketers leave their reviews up to chance, missing out on valuable opportunities to increase brand visibility and generate new business. In this article, we'll reveal the secrets and strategies for getting more 5-star reviews, and show you how to leverage online reputation management to take your business to the next level. So if you're ready to start building up those ratings, let's dive in! 1. Develop your 5-star review strategy As with any new business initiative, it's good to have a plan in place so you can measure your success. Determining how

In the competitive hospitality world, simply measuring guest satisfaction is no longer enough to stay ahead of the game. To truly elevate your hotel business, you need to allow your guests to share their thoughts and opinions on their experience with you. It's time to embrace the power of listening and engage with your guests in a meaningful way. That's why we've compiled a list of the top five survey questions used by the world's best hoteliers. These questions have been carefully crafted to allow your guests to freely share their feedback and get specific insights into high-impact areas of your business. Start using them, and you'll gain a wealth of valuable information to improve and enhance your guest experience. So, let's discover how you can take your hotel to new heights by listening to your guests with these five actionable survey questions. 1. "What aspect of your stay could

If you're a business owner or marketing manager, you know that online reviews can make or break your reputation. And when it comes to reviews, Google is one of the most impactful sites there is. That's why it's so important to learn how to reply to Google reviews like a pro. Whether they're good, bad, or average, you need to know how to handle them. But it’s not always easy to know what to write. To help you out, we've put together 20 great Google review response examples. So take a look, get inspired, and start using them to reply to your business reviews. Note: Even with great examples to hand, replying to all your reviews can be time-consuming. To help you reply to reviews 3x faster, we launched AI Reply Assistant. See how you can generate personalised, unique review responses in just one click . What makes a good

Are you wondering how many Google reviews your business needs to get noticed and attract more customers? If so, you’re in the right place! In this article, we will cover exactly how many reviews your business should have and provide 8 foolproof ways to get them – even if you’re short on time. Having a good amount of positive customer feedback is essential for your successful business. It shows potential customers that others are satisfied with what you offer, builds trust and credibility, and can help boost rankings in search engine results pages (SERPs). But just how many reviews do you need before customers start paying attention? Let's find out! Q: How many Google reviews do I need? A: That depends on these four things Unfortunately, there's no magic number for the perfect amount of Google reviews (wouldn't that be nice?) However, there are several factors that can guide you

When managing online reviews, time is of the essence. Responding quickly and efficiently can make all the difference in maintaining a positive reputation for your business. But with so many reviews to reply to alongside your other tasks, it can be hard to keep up. That's why we've put together this list of 5 time-saving strategies to respond to your reviews quickly and efficiently. From productivity hacks to embracing AI (Artificial Intelligence), these tips will help you make the most of your time so you can keep your business reputation shining bright. 1. Time Batching Time batching is a productivity technique where you group together similar tasks and complete them within a set amount of time. Why? Jumping back and forth between different tasks has a profound impact on your productivity. Research shows that every time you switch to a different task, it takes on average more than 25 minutes

If there's one company that everyone knows, it's Google. The most popular search engine in the world, it accounts for an enormous 92% of the market share (1) . It's clear that showing up on the first page of Google search results can be huge for your business. Yet many companies are unsure how to reach that coveted top spot. In this article, we're going to explore how reviews can boost your SEO, get more clicks on your website and ultimately improve your revenue. What is SEO? Let's start with the basics. Search Engine Optimization, usually shortened to SEO, is a set of practices designed to improve the positioning of your website in search engine results. In other words, the better your SEO, the easier it is for people to find you online. The gold standard of SEO is for your website to appear in the top three results on

Can your customers find all the information they need on your website? Are your web pages, contact forms or booking processes all working as they should? If you don't know the answers to these questions, there's one type of survey that's sure to help. In-web surveys are a great way to collect feedback from your customers and learn more about their online experience. In this blog post, we'll share five practical ways you can use in-web surveys to make improvements to your business and maximise customer happiness. Let's get to it! What are in-web surveys? In-web surveys are a type of survey that appears directly on your website. They usually ask just one key question (sometimes with a follow-up question depending on the answer). This format makes them quick and easy to complete . By minimising the number of steps the customer needs to take, in-web surveys reduce friction .

Every business wants to have a great reputation. But how do you achieve that? While many simply rely on their products and service and hope for the best, the most savvy businesses take a more proactive approach. That's where online reputation management comes in. Assessing, building, tracking and managing your reputation is no small task. However, once you get to grips with the core concepts and techniques, you'll find that it's an initiative well worth your attention. Here's everything you need to get started with online reputation management. Want to skip ahead? Click on the menu below to head straight to that section. What Is Online Reputation Management? [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/10/221026-ca-mrkt-article-guide-images-online-reputation-management-EN-download.pdf"] Often shortened to ORM, online reputation management is all about monitoring, analysing and shaping the way people perceive your brand online. Depending on the type of business you have, 'online' might include places like social media, Google results,

In the insurance industry, the customer service experience is on the decline. More and more customers turn to digital channels to select a policy and get their questions answered. But when it comes to digitalisation, insurance companies have some catching up to do.  The good news is that there are solutions and strategies to hand to develop your digital offering and boost customer satisfaction . Let’s find out how it’s done! The Current State Of Customer Satisfaction [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/08/customer-alliance-article-guide-customer-experience-insurance-EN-download.pdf"] In order to improve, first you must know where things currently stand. Research shows that less than 30% of global insurance customers report positive customer experiences (1). Why is this? There are a couple of different factors to consider. The COVID-Catalyst: Increasing The Expectation Gap The pandemic forced customers to make more of their purchases online. As a result, even the most unlikely demographics are increasingly comfortable buying services

Satisfied customers are central to the success of any business. But with different channels, touchpoints and complex customer journey s to keep track of, it's not always easy to know how well you are doing. Customer satisfaction metrics are the best way to track your performance, giving you concrete numbers to work with along with valuable insights to help you improve. In this article, we're going to take a deep dive into Customer Effort Score (CES) , one of the most commonly used customer satisfaction metrics. We'll cover what it is, how it works and when to use it. Plus, we'll look at some pros and cons of CES and other key metrics that you can use alongside it. Let's get to it! [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/07/220704-ca-mrkt-article-guide-ces-customer-effort-score-EN-download.pdf"] What Is Customer Effort Score (CES)? In a nutshell, Customer Effort Score asks how much effort a customer exerts when carrying out a

Your survey invitation just got better! We’re excited to announce that you can now display the first question of your survey right in the body of the email. The end result? A higher response rate and even more valuable feedback. Let’s take a closer look at how it works. Reduce Friction For Your Customers Previously, customers reached your survey via a button in your invitation email. With our new feature, they can answer the first question directly in the email .  On answering this question, your customer will be taken straight to the full survey to pick up where they left off. Their response will be saved, and their screen will automatically focus on question number two. With a seamless transition from the email invitation to the survey, the in-email survey feature reduces friction, resulting in even more responses . Interested? Here’s what you need to know: How To Set

A paper patient survey alone is no longer enough to get the best healthcare insights. Today, the most savvy organisations know that to improve the patient experience they must push beyond simply collecting feedback. Instead, the focus should be on implementing a program that also measures that feedback, analyses it and helps inform key business decisions. It may sound like a tall order, but setting up a patient satisfaction program is easier than you think! Here’s everything we’ll cover in this article (to skip to a specific section just click on the link). Why Set Up A Patient Satisfaction Program? [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/06/customer-alliance-article-guide-setting-up-a-patient-satisfaction-program-EN-download.pdf"] With more and more hospitals and clinics to choose from, today's patients look for the best possible experience . That doesn't just include the quality of care but things like good communication, getting timely appointments and easy access to information . The challenge is gathering patient

The guest experience is a common topic amongst today’s hoteliers and travel professionals . But let’s not forget the importance of guest satisfaction. Happy guests reflect not only their experience in your establishment but also how well your staff and services have performed.  As a key differentiator between hotels, guest satisfaction should be at the heart of your ethos. So how do you make sure you delight your guests time and time again? By implementing a guest satisfaction strategy.  This approach will help you tackle guest satisfaction in a clear and structured way, through collecting feedback , measuring and constantly improving. Let’s see how it’s done! 1. Get to know your guests before they even check in [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/06/customer-alliance-article-guide-achieve-guest-satisfaction-EN-download.pdf"] A lot of emphasis is put on the front desk guest experience. However, the road to satisfaction begins before your guest arrives! By getting to know them in as

There’s no doubt that customer journeys are more complex than ever. But by putting yourself in your customers’ shoes, you can make great strides in both customer experience and business success. The term 'customer journey touchpoints' refers to the various interactions a customer has with your business during their purchasing process. This process includes stages that remain constant, whether a customer is buying a physical or digital product, signing up for a service, or making a booking. In this article, we'll unpack customer journey stages touchpoints, helping you to better understand how to effectively connect with and guide your customers every step of the way. Here's what we'll be delving into. If you want to jump to a specific section, simply click on the corresponding link, and you'll be taken right there. What Is The Customer Journey? First things first. What do we really mean when we talk about the

KPIs (or Key Performance Indicators) are a powerful business tool, helping to measure success, get crucial insights and keep objectives front of mind.  Just as every company and role is different, so are the KPIs most important to your goals. For example, a hotel may find the most value in guest reviews , while a car dealer’s primary focus might be their NPS (Net Promoter Score).  With that in mind, we’ve made it easy for you to customise your dashboard around the results most relevant to you. You can not only choose the metrics you want to monitor (like Public Reviews Score, Customer Effort Score, or Net Promoter Score) but also set up operational tiles (showing things like the number of review invitations sent, their open rate, or the stats from a specific review portal). Why Are Voice Of The Customer KPIs Important? As a business, you are constantly striving

Keeping on top of customer experience trends has always been important for continued success. But in 2022, it's nothing short of essential. With the pandemic prompting a huge surge in digital shopping and services, customer expectations are now radically different. And if companies don't hit the mark, it won't take much for them to walk. The good news is that by staying ahead of the curve, you can stand out as a business that truly listens to the voice of the customer and makes every step with them in mind. To help you cut through the noise, we've put together the most impactful customer experience trends that you can start implementing today. Here are the CX trends we’ll cover in this article (just click the links to skip straight to that section!): Offer An Optimised, Omnichannel Experience [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/03/customer-alliance-article-guide-customer-experience-trends-2022-EN-download.pdf"] In 2022, an omnichannel platform is a must-have component

The customer journey refers to the series of interactions a customer has with your company before, during and after a transaction. From following your brand on social media to telling a friend about your product or service, every interaction (or touchpoint) plays a vital role in your overall customer experience . That’s why we want to make it easy to visualise your customer journey from start to finish. Along with a holistic view of satisfaction throughout the journey, our Customer Journey Tool also enables you to analyse, compare and track each individual touchpoint for maximum impact. Why Visualise The Customer Journey? Research has shown that 80% of customers today consider the experience a company provides to be just as important as their product or service. Visualising the customer journey offers a strategic approach to better understanding your customers and their expectations.  In turn, this provides you with a valuable opportunity

The importance of customer service in banking and financial services When it comes to which company we choose to look after our money, there have never been more options. While customers simply used to open an account with their nearest branch, today there are plenty of choices (including online and mobile banks) with new offerings springing up every year. So how can modern banks stand out from the crowd? In banking, there are limited ways you can differentiate your service. Thanks to the nature of the industry, almost every business offers similar products, and regulations often mean there is not much room to compete on price. However, customer service is an area where banks can really shine. The importance of an excellent customer experience in banking can’t be understated. After all, finances are an extremely personal topic for most people. Customers want to feel that they matter and their money

When it comes to customer experience software, having the right tools can make all the difference. In a field that is increasingly driven by technology, they can help you provide a consistently awesome customer experience that will boost return business and revenue. But how do you know which tools will produce the best results? In this article, we'll cover the essential customer experience tools that will help grow your business. If there's one you're particularly interested in, click on the menu below and it will take you straight to it! Sentiment Analysis Reading individual customer reviews is insightful. But understanding how your whole customer base feels is a complete game-changer. This is where sentiment analysis comes in. Sentiment analysis works by examining text to determine its emotional tone. At its base level, sentiment analysis classes text simply as negative, positive or neutral. However, more advanced customer experience software can interpret and

Understanding your customer journey is key to the success of any business. When you can clearly see the steps your customer takes (and the feelings that go with them), you are in a much better position to make their experience a good one. But getting inside your customer's mind isn't always easy. That's where customer journey mapping comes in! The concept of customer journey mapping is not a new one, first introduced in 1998 by a British consulting company. Since then, the approach has grown and evolved to become one of the most widely used ways to understand customers across all kinds of industries - and for good reason. Traditionally, customer or consumer journeys were fairly linear and often comprised just a few steps. For instance, it wasn't unusual for seeing an advert on TV, going to a shop and making the purchase to be the only components of a

For many industries, Christmas is the busiest (and most magical!) time of the year. It's a prime opportunity to fill up your bookings, get more customers through the doors and increase revenue along the way. But did you know that it's not just business that gets a boost this time of year? The number of customer reviews left on platforms like Google, TripAdvisor and Facebook increases by a substantial 35% (1) from early November to early January. In this article, we're going to explore all the ways you can use this uptick to your advantage and make 2023 your best year yet. Here's what we'll cover. How More Reviews = Increase In Revenue First, let's talk about why reviews are such a powerful tool for business success. High-quality, positive reviews do a number of things. They: Increase your online visibility, attracting more users to your website Provide social proof and

Increasing automotive customer satisfaction KPI scores is possible, so long as you’re listening to your customers. Automobile customer satisfaction depends on a variety of customer satisfaction factors, including automobile consumer reviews. Learn how your company can control performance using 360-degree feedback.  Why feedback matters According to research by Gartner , companies that use feedback to actively listen to their customers spend 25% less on customer retention than those that don’t (1). And yes, this includes automobile customer feedback. How feedback affects customer satisfaction: Asking for it shows your company cares about customers’ opinions You’ll get insights into customers’ wants and needs You can monitor your customer satisfaction metrics You can get feedback regarding specific touchpoints and locations Responding to your automobile consumer reviews increases customer satisfaction On a broader scale, we’ve 8 more reasons in our Feedback Economy 101 article on how customer feedback benefits your business. Convinced? Then set

The importance of customer feedback and collecting Voice of the Customer has only increased with today’s technology. Previously, advertising for companies consisted of getting famous celebrities like Madonna or Michael Jordan to appear in a commercial or billboard with a product and sales would soar. Convincing customers was easy.  Today, however, 91% of consumers read at least one online review before purchasing a product or service (1). Welcome to the feedback economy. So, what is the feedback economy? [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2021/08/customer-alliance-feedback-economy-guide-download-1.pdf"] The feedback economy is defined as how a business collects, analyses, and leverages customer input to beat out their competitors in customer satisfaction. Consumers provide public feedback via reviews, ratings, and social media, and also private feedback with surveys. We can group all of this as Voice of the Customer (VoC).  We live in the feedback economy every day  Now the Voice of the Customer plays a huge

Patient feedback matters. Consider this fact: A hospital reputation consisting of good online reviews and positive provider reviews boast 1.2 USD million more in their revenue than those with a poor hospital reputation (1). How’s your healthcare organisation’s reputation management? Do you use a hospital feedback form to collect patient experience feedback and patient feedback on doctors?  If not, you’re losing on the patient experience, which means you’re losing revenue unnecessarily. Read on to see how to change that. How to use patient feedback to grow Businesses across industries are rapidly employing the Voice of the Customer to listen to their customers by collecting feedback, analysing it, and acting to improve their offerings. The healthcare industry is no exception.  Your patients want to know their opinions matter and potential patients will research to see if the patient experience matters to your organisation. Check out the Feedback economy 101 for 8

If you want to know how to increase revenue, you’ll need to improve the customer experience. Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries (1). Why? They listen to the Voice of the Customer. They ask customers for feedback, and continually perform and act on a customer experience analysis.  Why collecting feedback makes businesses successful When you ask customers their opinions about your product or service, it shows them that you care. Did you know that 77% of customers view companies more favourably if they ask for and apply customer feedback (2)?  When you care about the customer experience, you not only show your customers you care, you understand how to better meet their needs.  Are you listening to the Voice of the Customer to drive revenue? You can use consumer feedback to collect valuable insights on your product, brand, and customers

You know restaurant guest satisfaction is important. After all, if you get just 5% of your guests to keep coming back, then you can have an increase in profits of up to 25%. Plus, repeat diners spend 67% more than new guests (1) . Start thinking about the customer satisfaction meaning as customer retention and ultimately, revenue. But how do you know guests are satisfied? Utilise a restaurant satisfaction questionnaire and online reviews to get feedback on how to improve your eatery. Don't underestimate the customer knowledge you can acquire from a restaurant satisfaction survey. Collect feedback: Restaurant satisfaction questionnaire  Restaurants only see 14% of all complaints (2). The rest go to online review platforms like Yelp or Google, social media or aren’t even voiced at all. That’s not good. It’s essential to ask guests how they’re doing during and/or immediately after their meal. And contrary to your fears, 75%

Ground your eCommerce strategy in customer satisfaction. Studies found that 96% of dissatisfied customers don’t complain, and 91% of these will simply leave and not return (1). That’s why it’s essential to take action and ask each eCommerce customer how to improve customer satisfaction at your shop. Let’s talk about how to make customers happy, keep them, and grow your bottom line by measuring customer satisfaction and utilising an eCommerce questionnaire. Why focus on customer satisfaction? Customer satisfaction in eCommerce is the way to differentiate your shop from your competitors. Particularly as the two basic shopping goals of consumers are customer satisfaction and customer service. Therefore, it’s essential your eCommerce user journey is consumer-centric. Consider these 3 statistics: 72% of customers will tell 6+ people about their good experience (2). It’s 6-7x more expensive to acquire a new customer than to keep a current one (3). On average, loyal customers

Curious as to what customer satisfaction KPIs (key performance indicators) are, what a KPI measures, and why businesses today are focusing on them in measuring customer experience? We’re here to clarify.  A customer satisfaction KPI is a metric used by companies to score and track how happy their customers are with their service, product, and/or experience. The end goal is to determine factors affecting customer satisfaction and to pinpoint areas for improvement. So, let’s look at how to measure customer satisfaction KPI individually. KPIs: Customer satisfaction metrics Before we dive in, if you need a broader overview of customer satisfaction, we recommend checking out Why customer satisfaction is important: A guide for businesses to measure customer satisfaction? So, how to measure customer satisfaction? Utilise KPI measures. The KPI you decide to use in your company will depend on what you want to measure. Let’s look at the most prominent KPI

At your business, can you easily explain the relationship between customers needs and expectations and customer satisfaction? What about the benefits of customer satisfaction? If not, first check out Why customer satisfaction is important: A guide for businesses blog . If you can define the relationship, yet still want to know how to achieve customer satisfaction, we’ve a few tips! Prioritise customer feedback 42% of companies don’t collect customer feedback (1). Don’t be one of them.  Your customers will clue you into satisfaction drivers and the strong and weak points of your product. Customers' opinions offer more than a glimpse into brand perception.   Your company can learn so much by listening to the Voice of the Customer. Their opinions, failed or met expectations, and how they talk about their experience with your business can provide valuable insights.  But to listen, you have to first ask for feedback, right? Capture feedback

Customer satisfaction automotive scores don’t lie. Volvo tied for 1st place in the 2018 American Customer Satisfaction Index, with a customer satisfaction score of 85 (up from the previous year’s score of 82).  You know what else happened that year?  Volvo had a whopping 27.6% increase in the numbers of vehicles sold (1) . Moral of the story: Focusing on a customer satisfaction automotive strategy brings major results.  Reminder: Customer satisfaction matters in the automotive industry Since 2015, customer satisfaction and loyalty have dropped across almost all service providers.  In fact, according to the 2020 American Satisfaction Index (ACSI), customer satisfaction scores have been the lowest since 1999. Just look at the following scores in the automotive customer satisfaction index: 79 in Europe 78 in Japan/Korea 76 in the U.S.  Automobile customer satisfaction regarding the customer experience is now a huge (if not THE) point of differentiation among franchise dealers.

Did you know it’s 5-25 times more expensive to obtain a new customer than it is to keep a current one (1)? Keeping your customers happy is very important. But how to measure customer satisfaction? That depends on your company’s needs. Look over the following options and decide what’s best for your business in terms of customer satisfaction measurement. Reminder: The importance of measuring customer satisfaction Customer satisfaction investment continues to rise in companies due to its money-saving benefits. But there’s so much more than that... [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/07/220715-ca-mrkt-article-guide-how-to-measure-customer-satisfaction-EN-download.pdf"] Discover satisfaction drivers When examining your company’s customer satisfaction, you can learn what works well with your product or service. You can then make that a unique selling point for your company. Brand differentiation is huge in terms of competitive advantage. On the flip side, you can see what consumers don’t like about your product or service. For example, is

Modern healthcare providers don’t guess about how satisfied their patients are, they know. They rely on data collected from a patient satisfaction questionnaire to give them actionable insights.  But wait,  What is patient satisfaction? Going beyond effective treatment, patient satisfaction measures the contentment of patients’ overall experience with a healthcare provider. Think pre-visit emails, time with staff, waiting room wait and even post-visit communication. Several factors comprise this satisfaction as we’ll discuss below. Patient satisfaction matters because: 1 satisfied patient has the power to reach 4 potential patients while 1 dissatisfied patient can negatively affect 10 potential patients (1).  Huge right? So, let’s dive in!  Why doctors’ offices, clinics, and hospitals should invest in patient satisfaction As the healthcare industry shifts to become more patient-centred, it is essential individual clinics and hospitals stay up to date by focusing on patient satisfaction. For instance, consider the following reasons: Gain patient loyalty

Why customer satisfaction is important? In short, your business’ success depends on it. This guide provides convincing stats, the most popular customer satisfaction methods, and a 5-step framework for implementing a client satisfaction strategy at your company. So, we hope you'll be...drumroll please...satisfied.  [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2021/10/customer-alliance-customer-satisfaction-pillar-download-2.pdf"] Table of contents: What is customer satisfaction? Why customer satisfaction is important How to measure customer satisfaction   Customer satisfaction methods Spearhead customer satisfaction in your company  What is customer satisfaction? Customer satisfaction is the measurement of how content customers are with the overall customer experience . This includes not only how happy a customer is with a purchase or service, but also how satisfied they are throughout the customer journey . (Think: messaging, support, delivery, and availability of information).  When a company is successful in its goal to satisfy customer needs and expectations , then it’s rewarded with returning customers. Ultimately, customer

A Voice of the Customer survey is critical to understanding what your customers think about your service, product or overall brand experience. In fact, customers' feedback can provide many insights on different aspects of your company that, when examined, can provide a wealth of information. Let's look at what a Voice of the Customer survey can do for your business. Plus, we've included a downloadable VoC Survey Kit for all areas of your business with example VoC questions you can use.And lastly, before we dive in, are you new to the term Voice of the Customer (VoC)? If so, check out The Voice of the Customer Guide: Importance, VoC tools and examples first. [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/customer-alliance-voice-of-customer-survey-download-1.pdf"] What are the benefits of using VoC surveys? Collect customer feedback via a Voice of the Customer survey. Get direct insight into what your customers think about your company. Companies utilising leading VoC

Christmas and Covid. Wow. Such an unusual time for the global hospitality industry. But we're here to spread the Christmas cheer and remind you of that common adage, " Unusual times call for unusual measures ". While travellers research where to spend Christmas in Europe, there are still many things you can do now to secure more bookings. We've a downloadable 2020 Christmas Checklist for Hotels below. Ensure your hotel is doing everything it can to get Christmas travellers this year. Corona news: The situation for hotels The borders between European countries remain open at this time, meaning travel is possible. This should give the hospitality industry hope that there will be December 2020 holiday travellers.Note that regulations differ among countries. Encourage potential guests to visit the European Union's Reopen Europe page. They can search by country and find information regarding the country’s health situation, coronavirus measures, and travel.Communicate to

The hospitality industry has long been one of the most-reviewed sectors with guests ranking customer satisfaction during the customer journey based on quality and service. The voice of the customer (VoC) is king in this industry and can majorly influence your hospitality business. Let's talk about why a hotel VoC software is something worth investing in. What is the voice of the customer for hotels? As we dive into greater detail in our Voice of the Customer Guide: Importance, VoC tools and examples,  the voice of the customer is a methodology for improving a business based on customer feedback.  In order for a hotel to implement a VoC strategy, they must collect both direct and indirect guest feedback to understand the desires and needs of their guests.  [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/08/customer-alliance-hotel-voc-guest-satisfaction-guide-download-EN.pdf"] Why is it important for my hotel? (Answer: Revenue) Employing a Voice of the Customer strategy at your hotel

Welcome to your definitive Voice of the Customer Guide.  Here you can find everything you need to know about the voice of the customer, its importance and how your business can grow by using voice of the customer tools. [ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2020/09/customer-alliance-voc-guide-download.pdf"] What is the voice of the customer? Voice of the customer is an integral part of customer experience management , which now outranks price and quality as the key differentiator among brands (1). How can your company know how best to improve its products and services without listening to what your customers are saying about their interactions with your brand?  Here’s the basic idea behind the voice of the customer methodology—to gather indirect and direct feedback which enables you to  understand what your customers’ needs and expectations are in detail and then innovate to match and exceed them.  (And yes, you’ll need some voice of the customer

Voice of the customer tools (VoC tools) are the means to accomplish a successful VoC strategy. Most often, companies implement a Voice of the Customer software offering a variety of these VoC tools. Learn which VoC tools will work best for your business to enhance the customer experience. Reminder: What is a voice of the customer program? Voice of the customer (VoC) is a major component of customer experience management . How your customers experience your brand directly impacts their loyalty as 56% of consumers stick with brands that “get them” (1). And what better way to know what their experience is like than by collecting their words and sentiments used when describing their interaction with your company? A VoC program enables your company to capture and analyse customer feedback to learn what customers’ needs and expectations are. Then you can innovate to match and exceed them. What are voice

Online reviews have become increasingly important to restaurants. In such a saturated market, it’s the key to getting seen in an online search. Implementing a VOC Restaurant strategy, that is, a Voice of the Customer (VOC) restaurant strategy, is the best way to build your restaurant's online reputation. Consumers read restaurant reviews more than reviews for any other industry for the 6th year in a row! (1)Convincing no? Why do restaurant reviews matter to the Voice of the Customer? The first thing new restaurant clients say to us that they want is a way to not only get more positive reviews, but a way to distribute these reviews to relevant online platforms. They know that this is the best way to boost their online reputation and grow in Google rankings. We have the details for you here: Restaurant management: Why reviews matter . These online reviews are the honey that

Restaurant reviews and your restaurant Are you incorporating your restaurant reviews into your customer experience management strategy? Customer Experience Management, defined as a holistic business strategy to acquire and retain customers, is essential to any business, particularly restaurants. Ideally your restaurant utilises a reputation management software to ensure that your guests' experience in your restaurant matches their expectations. If not, consider one of the following occasions—a birthday dinner, business lunch or family celebration is coming up and a potential customer need to find a good restaurant. What do they do? Sure, perhaps they can ask your friends or family for their personal recommendation, but studies show that more and more of us are turning to online restaurant reviews. In fact, 59.2% people read online reviews when choosing a restaurant (1). That's right. Around 60% of your customers will first have read a review before selecting your restaurant. So if you

Fulfil the 2020-2025 European Hotelstars Union digitalisation criteria The hotel star rating is one of the first things guests research before making a booking decision. Did you know hotels utilising digital communication earn more points (potentially 50+ points) towards a star according to the Hotelstars Union (HSU) rating?Updated HSU criteria will be applied in Germany from July 1, 2020. Within the Hotelstars Union they will be mandatory from January 1, 2021. Now is the time to update! By optimising communication with hotel guests you improve customer satisfaction. And you'll also be potentially earning your hotel another star to add to its hotel star rating. Why the Hotelstars Union rankings centre on digitalisation The Hotelstars Union provides a common criterion for classifying hotels within participating member EU countries to provide transparency in the industry. The criterion covers a wide range of areas like whether or not the hotel has a pillow

A digital check-in as new standard in times of COVID-19 Offering guests a self-check-in service will presumably become an integral part of the hotel experience in a post-COVID-19 world. As hoteliers try to adapt to a new normal brought on by the pandemic, they have to ensure the safety and health of guests and employees. A touchless, digital check-in service is the ideal solution to reduce physical contact to a minimum.Thanks to the new ordinance on registration data in the hotel industry, German hoteliers can now make use of a digital check-in procedure to collect and save guest data electronically prior to the arrival. Guests can submit all their relevant data via a digital registration form instead of signing a paper onsite.An online check-in at the hotel comes with many more advantages. Let's take a closer look at why offering such a service should be part of your Customer Experience

Dear Restaurant Owners, we’re thrilled to see your businesses reopening. (If we’re honest, we’re also tired of doing so many dishes.) The world looks different amidst COVID-19. Now restaurants are required to get customer data in case of an onsite COVID-19 outbreak.Collecting your guests’ information doesn’t have to be an excessive headache in figuring out how to follow regulations, safely asking for and securely storing guests’ personal data. Learn how to utilise customer data collection software to do all of this with ease. Additionally, you can increase customer engagement. Go digital: Simplify getting customer data Some restaurant owners have taken creative measures against COVID-19 such as putting life size cardboard cutouts of humans where diners aren’t allowed to sit. Yet we all know that we can’t be creative when it comes to governmental requirements. Ensure your business is correctly handling customer data.We suggest that restaurants digitally collect customer data utilising

More companies are realizing that digital technologies are a determining factor for their own competitiveness and future viability. The hospitality industry is no exception with digitalisation becoming standard. Digital expectations of hotels are no longer limited to simply a website and WiFi. Automating processes, such as offering guests a digital pre-check-in, not only frees up staff and saves costs, but also improves guest experience. Digital touchpoints, particularly newsletters and emails, are important tools for guest communication—even beyond the stay. The German government recognises the importance of offering financial aid to digitalise hotels in Germany. Read below for more on EU grants for small businesses. The "Digital Now - Investment Support for SMEs " program will start on September 7th, 2020 . The goal is to encourage small and medium-sized enterprises such as hotels to invest more in digital technologies. Additionally, these businesses can invest in training their employees on digital

Without doubt, the current coronavirus crisis is affecting the global economy tremendously. To look at the development of the pandemic from a different perspective, we want to share some interesting insights based on valuable review data.Usually, analysts use widely accepted health indicators like the number of new daily cases. Instead, we analyzed 18 million online guest reviews in 16 large cities in Europe, America and Asia, and compared them with the previous year. These findings allow us to better understand the development of the pandemic and to be able to assume when markets start to recover. In each city, we choose between 200 and 500 hotels to get a representative view on what is happening in the market and to get an indirect indicator for the development of the economic situation.We pulled all reviews from leading review portals such as booking.com, TripAdvisor and Google as well as renown country-specific review

Updated in April 2023 If you're in the hotel industry, you know that cross-selling can be a powerful tool for boosting revenue and enhancing the guest experience. But how can you effectively cross-sell your products and services without coming across as pushy or insincere? As experts in the hospitality industry, we're here to share our knowledge and experience on the topic of cross-selling in hotels. In this post, we'll guide you through the best practices for cross-selling in the hotel industry, plus five cross selling ideas to get you started. So whether you're a seasoned hotelier or a newcomer to the industry, read on to discover how to cross-sell your hotel's offerings in a way that benefits both your guests and your hotel's bottom line. What is cross-selling? Have you ever been asked if you'd like fries with that? If so, you've experienced cross-selling! Cross-selling is when a business suggests

When walking out of our office building two months ago, we hardly thought of all the efforts to plan our return. But after several weeks of home office, short-time work or temporary closure of companies, some staff are likely to start coming back to their office in the near future. But as there is no general playbook, many employers are wondering how to ensure a safe return of their team to the office. Without doubt, COVID-19 changed our working environment and employers need to make sure that their workforce stays healthy and safe. And that won´t be a piece of cake.Shared kitchens, crowded elevators and large team meetings - there are various hazards at today's workplace that can put employees and employers at risk. The European Agency for Safety and Health at Work (EU-OSHA) has published guidelines for a safe return to the office. We took a closer look and

Although the guest experience is a principal topic of discussion, there’s another factor that’s also important to consider. This is, of course, guest satisfaction. This reflects the experience your guests have in your establishment. But also the performance you achieve through the services you offer and the way you stand out from your competitors. It’s therefore essential that satisfaction is at the very heart of your strategy. And that you’re in a position to optimise it constantly and measure it in a precise manner by collecting feedback.Let’s take a look at how to implement an effective satisfaction strategy in a structured way. How to optimise guest satisfaction at every stage of the stay Guest satisfaction is no longer only about receptionists asking your guests if they enjoyed their stay when it’s time to check out. However polite this may be. However much the guest may appreciate it, it brings no

Workers around the globe are moving from open-plan offices to their private home offices to protect themselves and others from the coronavirus pandemic. It is a very challenging time which requires us to act quickly. At Customer Alliance, we decided on March 12th to let our entire team work from home in order to keep them and their families safe. As a B2B software solution provider with around 90 employees who regularly work from home, we know about the importance of digital team collaboration and communication. Thus, during the past years, we have set up procedures and rules and have integrated collaboration tools which allow us to work effectively and productively - no matter where we are. Therefore, we are very happy that our team was able to adapt so quickly to the new situation.To keep up our productivity and team spirit during this challenging time, we are relying on

The Power of Delivering a Unique Guest Experience For hoteliers worldwide, guest loyalty has become an increasingly important concept. A couple of years ago, hotels - especially larger chains - tried to enforce loyalty through reward programs. But in such a saturated hotel market, it is all about creating an inspiring, memorable and authentic experience across the entire guest journey.And it’s important to remember that loyalty comes at the end of a long process. First, you need to show a good understanding of your guests’ needs. Then, create a relationship based on trust. To succeed, it’s vital to take the guest experience into your own hands . Offering a tailor-made guest experience at each stage of the journey In this modern, digital landscape, the guest journey has become increasingly complex. Travellers constantly search for information, they compare and they constantly engage with hotel brands. Meeting their needs and exceeding expectations

Guest experience is a central concern for hotel owners. So how can you personalise this experience? There are many factors to take into account. Of course, nothing can replace dedicated staff who are attentive to your guests’ needs. However, technology can certainly help to add value to the experience at every stage of the stay. This has many benefits for a hotel; like how in a previous article, we mentioned the impact it has on guest loyalty . It is also a means of measuring satisfaction at a large scale.Instagram is, in many ways, a very interesting lever for hotels. It acts as a source of inspiration for travellers as well as a window into the experience that a guest may expect to have in your hotel. Before addressing the guest experience in more detail, let’s recap some basic tips on how to use Instagram effectively. Tips to manage your

Over the past few years, the hotel industry has been the witness of a digital revolution. With one hotel solution after another enhancing the market. This has a strong impact on the customer experience. Some see this as an opportunity to increase their appeal. But others take a more skeptical view of hotel software. They instead fight to maintain a more traditional system where human relations take priority. So, how can you combine the two in order to meet your guests’ needs and offer them a personalised customer experience? What does the customer experience look like today? The customer experience mirrors consumption habits; that is to say, it is increasingly impacted by digitization and all of the tools and innovations it encompasses. From having a tablet in the hotel room to using a conversational platform, there are various opportunities available for hotels seeking to attract a more “connected” clientele. Hotels

Maintaining the cohesion and strength of a brand is one of the main challenges for hotel chains. Part of this challenge is being able to offer high quality services that meet already established standards. To achieve this, it’s important to be meticulous and keep a constant eye on the reliability of operations by considering all of your departments. Much like independent hotels, the best way to improve your services is to communicate with your guests to draw useful conclusions. Now, we’ll examine how closely monitoring your guest feedback (before, during and after the stay) can help optimise your operations. Listen to your guests In what context? It might seem simple, but listening to your guests takes organisation. First you need to ask: at which points in the guest journey is it particularly important to gather feedback? We may be inclined to think that the most important time to be listening

[ca-form id="194451" align="left" var1="http://www.customer-alliance.com/wp-content/uploads/2022/08/customer-alliance-article-guide-check-in-check-out-EN-download.pdf"] We often talk about the guest experience throughout their stay in an establishment, and rightly so. But we neglect to mention the importance of the check in check out. However, these two phases represent key stages in building a relationship with the guest, so it must be paid special attention. The first of them constitutes the first impression you give to the guest. The second has a significant impact on the long-term relationship you build with them. Pre-check-in: for a personalised experience Of course, check-in plays a significant role in the guest journey. Guests are likely to go through the research phase on their own when looking for a hotel. They'll likely consult various review platforms before booking, but they'll then need to receive special attention so that their stay runs as smoothly as possible. This is, therefore, the perfect opportunity to personalise their experience by

In today's digital age, online reviews are the lifeblood of hospitality businesses. Gone are the days when recommendations were whispered in private circles. In this era of transparency, customers share feedback on public review platforms, offering a treasure trove of insights for hoteliers. To truly harness the power of these insights, it is crucial for you to actively request reviews instead of merely hoping that customers will take the initiative. With this approach, you can transform your online reputation and fuel your growth. We've helped businesses collect over 126 million reviews, so we know a thing or two about how to get the feedback you need. Let's take a look at some of the most effective ways to ask guests to leave a review for your hotel. Don't wait for a review - ask for it! You might hope that guests will leave a rating on their own, and sometimes

Private feedback? You may already be wondering about the title of this article, as usually we promote it again and again: Collect your guest reviews and spread them! Publish the reviews on the major rating portals and climb up in the ranking . Integrate the feedback on your own website, improve your visibility on the internet , your ranking on Google and increase your direct bookings.[ca-form id="194331" align="left"]And now we are talking about private feedback? Well, for a good reason. The feedback from your guests has great added value for you and your company, as good reviews convince not only new, potential guests to book a stay in your hotel. At the same time, feedback from your guests will also provide you with valuable information about all areas of your hotel: from the cleanliness of the rooms to the quality of the food and service provided by your staff, offering

It’s no secret that travelers love the experience which they receive when booking a stay on Airbnb. From the clear presentation of the accommodation to the seamless digital experience and communication to your guest. It’s obviously not the same experience as you would expect as in a hotel, but some travelers prefer that, whilst others don’t feel comfortable with sleeping in the spare room of a stranger. [ca-form id="194201" align="left" var1="https://calendly.com/ca-en-sales/ca-en-introduction?utm_campaign=website&utm_content=en_resources_side_airbnb-11-star-experience"]Nevertheless, it’s hard to argue that Airbnb have spent a lot of time thinking about the guest experience and ensuring that their hosts deliver consistently great experiences. A single bad performance from one host may harm all other hosts on the platform. So it’s worthwhile looking at how Airbnb view the guest experience and how you can always go a step further to make the stay even more memorable.Brian Chesky, Co-Founder and CEO of Airbnb recently participated in an interview

The TripAdvisor ranking is one of the elements that you must control in order to ensure good online visibility and therefore more bookings for your hotel. A vast number of guest reviews are posted every day, and that’s why it’s so important to optimise your presence on this platform. But what impact do these reviews have on your ranking, and how can you make sure that you consistently occupy the top spots? Quantity, regularity and diversity Guest reviews are right at the heart of your communication strategy and form an integral part of the guest journey; they have an impact on both your visibility and your popularity. It’s essential that you have a sufficient number of reviews on your TripAdvisor page, as they strengthen the trust of potential guests while also communicating the message that your hotel welcomes a regular flow of guests. It’s also important to receive reviews from

It may happen that sometimes your guests reviews do not fully reflect the reality or that they arise from a misunderstanding between your client and the members of your staff. However, nothing is lost! At Customer Alliance, we have the right solution for your problems! Prevention is better than cure! First of all, to avoid unpleasant surprises at the end of the stay, when it is more difficult to find the guest or to discuss face to face with the person in question, we advise you to ask for an opinion during the holiday.This action can be accomplished not only verbally, asking directly to the guest how they feel and if we can do something useful to them, but also through the technology of Instant Survey.Many times a guest can feel inhibited from having special requests directly at the reception or another member of your staff: they would very much

There’s no doubt that increasing your visibility and the revenue brought in by your establishment are your priorities. However, setting up a coherent strategy where you can precisely calculate returns can be a complicated matter. But the Customer Alliance solution can help you to improve your online visibility by making the most of guest reviews and, as a result, increase your revenue. Let’s take a look at how to measure this return on investment (ROI) in terms of marketing and revenue. Manage guest reviews to master communication More effective than a radio ad or a sign in the street, guest reviews have become the top method of communication! In fact, they’re the heir to traditional word of mouth, the traditional form of communication back in the day. Think about it: before booking a table in a restaurant or a room in a hotel, you’d ask your friends and family if

Your guest's experience does not begin upon arrival at your facility, but much earlier. Already at the time of booking a sort of cooperation is established between you and your host: the both of you want things to proceed absolutely for the best and for this to happen small expedients are necessary. The importance of good pre-stay communication When a new guest books at your hotel, it is good to assume that, apart from some information found on the internet, they will know nothing about your hotel, or the surroundings and the place where it is located. A good rule is therefore to send a message via email before arrival to provide them with some useful information, such as the shortest route to reach the facility, services nearby such as restaurants, playgrounds, supermarkets, the possibility of parking... but above all , immediately ask the right questions to anticipate the requests

Launched in 2014, Google My Business's platform helps local businesses and brands, such as hotels. Free of charge, hotels can create a Google My Business website. By doing so, they can directly manage and improve the information which the search engine stores about them. By giving business owners direct control over key details about their locations, Google is able to better serve their users and provide answers to their questions more efficiently. The basics of a Google my Business website Due to the tight integration with Google Maps, it is critical to have the basics covered on My Business. In order to gain visibility for your establishment. Not only are well-managed business profiles preferred by Google in search results, but users prefer them as well - a user will naturally be attracted to a result which has comprehensive information about the local business, such as opening times, accurate address and

The hotel and restaurant sector is becoming increasingly competitive, with new concepts emerging and establishments offering ultra-competitive prices in response to the drop in purchasing power. It’s therefore become vital to carry out extensive monitoring in order to gain a better understanding of the market, stand out and attract new guests.There are several ways (which we’ll now recap) of carrying out competitive intelligence, and online reputation forms part of this. In fact, this is one of the most important means of establishing a clear image of your competitors, what they offer and their guests’ impressions of them.[ca-form id="194201" align="left" var1="https://calendly.com/ca-en-sales/ca-en-introduction?utm_campaign=website&utm_content=en_resources_side_why-should-I-monitor-my-competitor-reviews"] Recap of the different aspects of competitive intelligence As suggested above, you need to analyse certain aspects of your competition in order to stay up-to-date.Pricing strategy is often a key consideration because it has a concrete impact on your occupancy rate and sales price. If you keep a close eye

Online reviews are a perfect tool to increase visibility and drive sales Online ratings are more important than ever before. Whether looking for a restaurant or buying new sneakers - according to a study by the digital association Bitkom, one in two online shoppers reads the online reviews of other customers before he or she makes a decision (1). So customer reviews can increase trust that buyers place in a company. But how do they help to increase sales? Let’s take a look at the link between online reviews and an increase in your revenue. Identify review platforms which are relevant to your business The number of review platforms can seem intimidating at first glance. There are a variety of sites, but not all of them are necessarily beneficial for your business. You need to know your clientele, where they come from and what their habits are. For instance, if

Relationships with guests must be your hotel's priority. It’s a good idea to take another look at how the guest relation to your hotel manifests itself to optimise the guest journey. Customer Alliance can help you to achieve this. Strengthen relationships with guests before, during, and after their stay in your hotel. How? Focus on guest communication at each touchpoint during the stay. Welcome the guest prior to check-in There’s no doubt that the welcome given to guests by your team at reception is important. But one of the keys to building a good relationship with a guest is the communication that goes on prior to their arrival. It’s vital to make a good start so that they'll receive the best possible welcome when they arrive. Customer Alliance can help you out here, thanks to the pre-stay invitation. The guest receives an email summarising their booking details. This email includes

The question of whether guest reviews can be trusted is one which has become increasingly important in recent times. At the beginning of the year, our Customer Alliance CEO shared their opinion on the matter , as well as their vision for the future of online reputation.If we accept that reviews play a crucial role in the guest journey, it’s reasonable to wonder just how trustworthy guest review platforms are.Are these reviews authentic?What about those gathered by Customer Alliance?In this article we’ll provide some answers to these questions. Ensuring that a review is authentic You should keep an eye on the many online review platforms in order to make sure your brand image stays in good shape. With the incessant influx of reviews being posted, it’s tricky to remember a guest simply from reading their review.But how can you be sure that a review posted is indeed from someone who

It’s a recurring topic, but an important one all the same! Your guests’ email addresses are a valuable resource, but one which is unfortunately all too often overlooked. Whether due to the difficulties encountered when trying to collect email addresses or the sometimes troublesome intermediary role played by OTAs, the task is not an easy one. However, you can get your teams involved and implement some simple methods to take back control of this aspect which is arguably the key to guest relations.Your guests’ email addresses offer multiple benefits. You can keep a handle on guest relations, strengthen loyalty and therefore increase satisfaction, as well as your revenue and occupancy rate. Let’s take a look at how you can collect email addresses at the different stages of the guest journey. Before a guest arrives Even if there is no shortage of booking options, it can sometimes seem difficult to get

Undoubtedly, being or not being on TripAdvisor really makes a difference. With over 570 million reviews, the feedback collection portal exerts a lot of influence in the decision-making process of any consumer who wants to book a holiday or dinner at a restaurant with friends. A recent study conducted by Comscore, found that around 60% of travelers consult TripAdvisor before making a reservation. However, will the presence on TripAdvisor be enough to make sure you have a good number of guests or do you need to take care of your image and optimize your online reputation as well? How does TripAdvisor's popularity ranking work? First of all, it is necessary to be aware of how the popularity ranking works.This ranking is based on three precise values: quality, quantity, topicality.So, it is very important that you have many reviews (quantity), many positive reviews (quality) and frequenlty added reviews (topicality).Quality, recent publication

A long-standing problem that all hoteliers have faced at least once in their careers, is surely is the receipt of fake reviews on open portals such as Tripadvisor, Google and Yelp... What Does "Open Portals" Mean? Open portals are platforms for collecting feedback that users can access and leave an online review on simply by registering their account . It is not necessary for these portals to verify the guest actually stayed at a hotel or the visited to a restaurant in order for the users to leave their opinion. There is basically a tacit agreement between the portal and the user, for which it is assumed that those who leave the review have actually used the facility.But is it really always like this? Unfortunately no, malice is just around the corner and there are many cases where a negative review is left by the envious competitor or by the

Collect. Distribute. Analyse. Perhaps you have already come across these three terms on our website. They describe the quintessential nature of our tool. Using our customised questionnaire enables you to gather more evaluations, thereby improving your online reputation . The distribution function helps you to integrate these evaluations into your own homepage, and spread them across a variety of rating websites. And finally, using our semantic and statistical analysis functionality, you can make detailed sense of your ratings, and use that data for your own strategic planning. Distribution of your Customer Feedback Today we will talk about “distributing your feedback”. What appears quite straightforward at first glance, does pose a few questions when considered in more detail - especially if you are not already a Customer Alliance customer, and hence have not had the chance to get familiar with our solution through a personalised training session conducted by our customer

The significance of reviews for the hotel and gastronomy industries has increased substantially over the last few years. According to TripAdvisor, 93 percent of all customers use guest reviews to choose a hotel or restaurant. In addition, the countless reviews on portals such as Facebook, Google, HolidayCheck, TripAdvisor or Booking.com offer a lot of potential for you as a company to find out more about your guests’ experiences and to become more attractive to future guests . However, what can you do if negative, maybe even defamatory reviews are among the positive ones? Is it possible to delete online reviews? Manage negative reviews and increase your revenue Don’t view a negative review as a flaw, but rather as a chance to learn from your mistakes. Prompt and personal responses to reviews – both positive and negative – will show your previous and future guests that you value their opinion, that

ADR: an essential performance indicator for your hotel As we’ve seen in previous articles, the financial health of your establishment goes hand in hand with a precise analysis of your key performance indicators. One example is GOPPAR , which gives a detailed view of your revenue and costs in order to determine the level of profitability of your operations. If you’re wishing to focus on accommodation, though, ADR (Average Daily Rate) is a key component within your pricing strategy. We’ll take a look at the method of calculating this indicator, which takes into account your occupancy rate and the different channels you use to sell your rooms, and also the steps you can take to optimise it. How do you calculate your ADR ? To work out your hotel’s ADR, you need to divide the revenue generated from room rental by the number of rooms sold. This means you don’t

Let's talk about guest satisfaction. Once a review is posted, the guest is usually long gone. Obviously, you have the option of contacting him and responding to his comments. You should definitely use this chance – no matter if your guest’s feedback was positive or negative – because active review management can increase your direct bookings by a good 12% . At the same time, handling negative feedback in a professional manner shows both the guest in question as well as future guests that you’re open to criticism, that the satisfaction of your guests is important to you and that you continuously work on improving. This will create a relationship of trust, a bond between you and your guests . That way, you can use critical reviews to your benefit. Guest satisfaction is subjective So far, so good – but obviously it would be even better to avoid negative feedback

As a business owner, it’s likely that you will occasionally receive feedback from a guest which is not be as positive as you may have hoped for. Nobody likes to receive negative reviews, but this will happen occasionally when operating a service-oriented business. It’s impossible to live up to expectation 100% of the time, but learning to adapt to this is important. But what happens when a guest leaves a TripAdvisor review which isn’t based upon reality, or fact? Perhaps they never even visited your business, or mistook it for another similarly named establishment?[ca-form id="194201" align="left" var1="https://calendly.com/ca-en-sales/ca-en-introduction?utm_campaign=website&utm_source=en_resources_side_get-fake-reviews-removed-tripadvisor"] Fraud Detection and Review Moderation TripAdvisor have been receiving reviews from users for a very long time - so they’ve gotten pretty good at detecting fraudulent reviews or ones which don’t meet their community guidelines. All reviews which are submitted to the site are checked against these guidelines to ensure that they are

Travelling has never been easier or cheaper – thanks to open borders, long-distance buses and budget airlines. At the same time, popular tourist destinations are suffering from the masses of people. But the interest of travellers is sustainability as grown and so has the demand for ecotourism holidays. Today’s guests prefer destinations that take initiatives to protect and preserve environment, culture and wildlife.But what does ecotourism mean? And how can you attract environmentally conscious travellers as guests? Our article shares the most important insights. What is the definition of ecotourism? “Ecotourism is responsible travel to natural areas that conserves the environment, sustains the well-being of the local people, and involves interpretation and education” This is the definition of ecotourism by The International Ecotourism Society (TIES).The interests of the local population and the protection of nature and wildlife are the top priorities of ecotourism holidays. The interference with nature, the local