{"id":60932,"date":"2025-07-02T15:01:39","date_gmt":"2025-07-02T15:01:39","guid":{"rendered":"https:\/\/www.customer-alliance.com\/?post_type=casestudies&#038;p=60932"},"modified":"2025-07-03T12:40:20","modified_gmt":"2025-07-03T12:40:20","slug":"avis-google-hotel-my-arbor-feedback-client","status":"publish","type":"casestudies","link":"https:\/\/www.customer-alliance.com\/fr\/casestudies\/avis-google-hotel-my-arbor-feedback-client\/","title":{"rendered":"Comment l\u2019h\u00f4tel My Arbor a augment\u00e9 ses avis Google de 55 % gr\u00e2ce \u00e0 Customer Alliance et Re:Guest"},"content":{"rendered":"\n<p>Lorsque <strong>My Arbor,<\/strong> un superbe h\u00f4tel 5 \u00e9toiles r\u00e9serv\u00e9 aux adultes situ\u00e9 dans le <strong>Tyrol du Sud en Italie,<\/strong> a voulu aller plus loin dans la gestion des retours clients, l\u2019objectif \u00e9tait clair personnaliser et automatiser le processus pour obtenir de meilleurs r\u00e9sultats sans ajouter de charge de travail \u00e0 l\u2019\u00e9quipe.<\/p>\n\n\n\n<p>\u00c0 l\u2019\u00e9poque, leur processus de gestion des avis \u00e9tait fragment\u00e9 et chronophage. Il leur fallait une solution plus efficace. Une solution capable de fonctionner discr\u00e8tement en arri\u00e8re-plan, d\u2019augmenter le volume d\u2019avis et de fournir des informations exploitables.<\/p>\n\n\n\n<p>En int\u00e9grant <strong>Customer Alliance et Re:Guest<\/strong>, c\u2019est exactement ce qu\u2019ils ont accompli. Le cycle de feedback est devenu plus rapide, plus structur\u00e9 et plus simple \u00e0 g\u00e9rer. Et les r\u00e9sultats parlent d\u2019eux-m\u00eames plus d\u2019avis, de meilleures notes et un processus sur lequel l\u2019\u00e9quipe peut compter chaque jour.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Principaux r\u00e9sultats apr\u00e8s l\u2019int\u00e9gration<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Les avis <strong>Google<\/strong> ont augment\u00e9 d\u2019environ <strong>55,5 % par rapport <\/strong>\u00e0 la m\u00eame p\u00e9riode l\u2019ann\u00e9e pr\u00e9c\u00e9dente<\/li>\n\n\n\n<li>Hausse de<strong> 3,1 % <\/strong>de la note moyenne de satisfaction sur <strong>Google<\/strong><\/li>\n\n\n\n<li>Hausse de <strong>4,3 % <\/strong>de la note moyenne de satisfaction sur <strong>Tripadvisor<\/strong><\/li>\n\n\n\n<li>En 2025,<strong> 70 % <\/strong>des avis <strong>Tripadvisor<\/strong> d<strong>e My Arbo<\/strong>r ont \u00e9t\u00e9 g\u00e9n\u00e9r\u00e9s directement par la distribution post-s\u00e9jour automatis\u00e9e de Customer Alliance<\/li>\n\n\n\n<li>En moyenne<strong> 2 r\u00e9ponses personnalis\u00e9es <\/strong>aux enqu\u00eates par jour au cours des <strong>8 derniers mois<\/strong><\/li>\n\n\n\n<li>Envoi automatis\u00e9 des enqu\u00eates et diffusion des avis<\/li>\n\n\n\n<li>\u00c9valuation et gestion des r\u00e9ponses centralis\u00e9es directement dans <strong>Customer Alliance<\/strong><\/li>\n\n\n\n<li>Suivi mensuel facilit\u00e9 des indicateurs cl\u00e9s comme le <strong>NPS, le CSAT et les notes d\u2019avis<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Et en coulisses, tout devient plus simple<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab L\u2019int\u00e9gration nous fait surtout gagner beaucoup de temps. Il n\u2019est pas n\u00e9cessaire d\u2019utiliser un syst\u00e8me suppl\u00e9mentaire et notre flux de travail reste inchang\u00e9. Pour l\u2019\u00e9quipe de la r\u00e9ception en particulier, cela signifie aucun effort suppl\u00e9mentaire \u00bb, explique Sara Priller, assistante de direction chez My Arbor.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u00c0 propos de l\u2019h\u00f4tel My Arbor<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXc9hBlgkan1W1ghh3K31Cc4Hh7ilCLkadIDsbm2BJlAJ6pmobAU7lUuoZkMahF08vWSA0eXBjOEuqA8Oaczu_cm6uhQ75UOe3sp1swuda3ahTQIa0UP1VDvPwkDNcSP_5YV-zCEyw?key=R3ajzd8jbCz-_yfsNQ9VYQ\" alt=\"\"\/><\/figure>\n\n\n\n<p><strong>My Arbor<\/strong> est un h\u00f4tel 5 \u00e9toiles r\u00e9serv\u00e9 aux adultes, con\u00e7u pour celles et ceux qui recherchent repos, connexion et renouveau, perch\u00e9 au-dessus des collines du Tyrol du Sud en Italie, entour\u00e9 de for\u00eat et de silence. Construit sur pilotis entre les cimes des arbres, l\u2019h\u00f4tel invite \u00e0 ralentir, respirer profond\u00e9ment et red\u00e9couvrir l\u2019essentiel.<\/p>\n\n\n\n<p>Tout est personnalis\u00e9 chez My Arbor. Les clients vivent des exp\u00e9riences sur mesure, du spa au restaurant. Cette attention se refl\u00e8te aussi dans la gestion des retours. Les avis ne sont pas simplement collect\u00e9s, ils sont \u00e9cout\u00e9s, partag\u00e9s avec l\u2019\u00e9quipe et utilis\u00e9s pour s\u2019am\u00e9liorer en continu.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Le d\u00e9fi les enqu\u00eates de satisfaction et les avis prenaient du temps et manquaient de structure<\/strong><\/h2>\n\n\n\n<p><strong><a href=\"https:\/\/www.my-arbor.com\/en\/\">My Arbor<\/a> <\/strong>avait une vision claire de la communication client chaque point de contact devait \u00eatre personnalis\u00e9 et fid\u00e8le \u00e0 l\u2019image de l\u2019h\u00f4tel. Mais lorsqu\u2019il s\u2019agissait de collecter et g\u00e9rer les retours apr\u00e8s le s\u00e9jour, le processus n\u2019\u00e9tait pas \u00e0 la hauteur.<\/p>\n\n\n\n<p>Les enqu\u00eates \u00e9taient envoy\u00e9es manuellement. Les avis arrivaient sur plusieurs plateformes. R\u00e9pondre \u00e0 chacun impliquait de changer d\u2019outil, traduire le contenu et r\u00e9diger chaque r\u00e9ponse depuis z\u00e9ro. C\u2019\u00e9tait chronophage, difficile \u00e0 suivre et impossible \u00e0 faire \u00e9voluer.<\/p>\n\n\n\n<p>Ils avaient besoin d\u2019un moyen plus efficace de collecter les retours avec des enqu\u00eates personnalis\u00e9es envoy\u00e9es automatiquement, de meilleurs taux de r\u00e9ponse et une incitation <strong>\u00e0 publier des avis sur les plateformes les plus importantes comme Google, Tripadvisor et Expedia.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>La solution des enqu\u00eates plus intelligentes et des avis diffus\u00e9s automatiquement, int\u00e9gr\u00e9s au CRM de l\u2019h\u00f4tel<\/strong><\/h2>\n\n\n\n<p>Gr\u00e2ce \u00e0 l\u2019int\u00e9gration de <strong>Customer Alliance avec Re:Guest<\/strong>, My Arbor b\u00e9n\u00e9ficie d\u2019un processus de feedback simple et automatis\u00e9.<\/p>\n\n\n\n<p>Apr\u00e8s le d\u00e9part, chaque client re\u00e7oit automatiquement un message post-s\u00e9jour envoy\u00e9 par le CRM Re:Guest. Ce message contient le lien vers l\u2019enqu\u00eate g\u00e9r\u00e9e par Customer Alliance sans que l\u2019\u00e9quipe ait quoi que ce soit \u00e0 faire.<\/p>\n\n\n\n<p>Certains clients sont invit\u00e9s \u00e0 remplir une enqu\u00eate personnalis\u00e9e con\u00e7ue par l\u2019h\u00f4tel avec <strong>Customer Alliance<\/strong>, ax\u00e9e sur les domaines o\u00f9 les retours peuvent vraiment contribuer \u00e0 l\u2019am\u00e9lioration.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab L\u2019enqu\u00eate a \u00e9t\u00e9 adapt\u00e9e aux sp\u00e9cificit\u00e9s de notre h\u00f4tel. Nous avons inclus des domaines o\u00f9 nous voyons actuellement un potentiel d\u2019am\u00e9lioration afin de recevoir des retours cibl\u00e9s et utiles \u00bb, explique l\u2019assistante de direction de My Arbor.<\/p>\n<\/blockquote>\n\n\n\n<p>D\u2019autres clients sont redirig\u00e9s vers les <a href=\"https:\/\/www.customer-alliance.com\/fr\/articles\/exemples-reponses-avis-google-reprendre\/\">plateformes publiques comme <strong>Google<\/strong><\/a><strong>, <strong>Tripadvisor<\/strong> ou Expedia<\/strong> pour laisser un avis.<\/p>\n\n\n\n<p>Le syst\u00e8me g\u00e8re cette r\u00e9partition automatiquement en alternant les plateformes chaque semaine. Aucun param\u00e9trage manuel, aucune \u00e9tape suppl\u00e9mentaire. L\u2019h\u00f4tel obtient plus d\u2019avis l\u00e0 o\u00f9 cela compte vraiment, tout en recueillant plus d\u2019insights via les enqu\u00eates dans un processus fluide.<\/p>\n\n\n\n<p>Une fois collect\u00e9s, les r\u00e9sultats sont affich\u00e9s de fa\u00e7on visuelle dans le logiciel de gestion des avis de Customer Alliance, ce qui facilite l\u2019analyse des tendances, le partage avec l\u2019\u00e9quipe et la planification des prochaines actions.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab L\u2019\u00e9valuation des avis clients est d\u00e9sormais bien plus simple et structur\u00e9e \u00bb, souligne l\u2019\u00e9quipe de l\u2019h\u00f4tel.<\/p>\n<\/blockquote>\n\n\n\n<p>Tout fonctionne en arri\u00e8re-plan, permettant \u00e0 l\u2019\u00e9quipe de gagner du temps et de se concentrer sur l\u2019essentiel l\u2019exp\u00e9rience client.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Pourquoi \u00e7a fonctionne une int\u00e9gration simple sans interruption<\/strong><\/h2>\n\n\n\n<p>Le succ\u00e8s de l\u2019int\u00e9gration entre Customer Alliance et Re:Guest repose sur sa facilit\u00e9 d\u2019int\u00e9gration dans les op\u00e9rations de My Arbor. Rien n\u2019a d\u00fb \u00eatre reconstruit ni remplac\u00e9, il a simplement fallu int\u00e9grer.<\/p>\n\n\n\n<p>La mise en place a demand\u00e9 un minimum d\u2019effort de la part de l\u2019h\u00f4tel. Tout a \u00e9t\u00e9 g\u00e9r\u00e9 par les \u00e9quipes de support, ce qui a permis un d\u00e9ploiement fluide et sans accroc.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab Toute la configuration a \u00e9t\u00e9 prise en charge par les \u00e9quipes de support de Customer Alliance et Re:Guest. Nous avons simplement re\u00e7u la cl\u00e9 d\u2019invitation aux avis et l\u2019avons transmise \u00e0 Re:Guest. Ensuite, un rendez-vous de support a \u00e9t\u00e9 organis\u00e9 pour r\u00e9aliser l\u2019int\u00e9gration de mani\u00e8re fiable \u00bb, explique l\u2019assistante de direction de My Arbor.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>En conclusion un feedback structur\u00e9 et plus de r\u00e9servations directes<\/strong><\/h2>\n\n\n\n<p>Chez My Arbor, les retours clients ne sont plus \u00e9parpill\u00e9s sur diff\u00e9rentes plateformes ni bloqu\u00e9s dans des t\u00e2ches manuelles. Avec <a href=\"https:\/\/www.customer-alliance.com\/fr\/articles\/avantages-logiciel-de-gestion-des-avis\/\">Customer Alliance<\/a> et Re:Guest, les avis et enqu\u00eates sont r\u00e9unis dans un syst\u00e8me unique. Les messages sont envoy\u00e9s automatiquement apr\u00e8s le d\u00e9part, les enqu\u00eates collectent des insights utiles et les clients sont guid\u00e9s pour publier leurs avis sur les plateformes les plus importantes.<\/p>\n\n\n\n<p>Ce flux constant de retours aide \u00e0 am\u00e9liorer le service, fid\u00e9liser les clients et renforcer la visibilit\u00e9 sur des canaux comme Google et Tripadvisor. Avec plus d\u2019avis aux bons endroits, l\u2019h\u00f4tel gagne en cr\u00e9dibilit\u00e9, ce qui favorise les r\u00e9servations directes.<\/p>\n\n\n\n<p>\u00c0 l\u2019h\u00f4tel My Arbor, le feedback client sert d\u00e9sormais bien plus que la prise de d\u00e9cision. Il alimente les discussions mensuelles, valorise l\u2019\u00e9quipe et soutient le contr\u00f4le qualit\u00e9. Et comme l\u2019int\u00e9gration entre Customer Alliance et Re:Guest fonctionne en toute transparence en arri\u00e8re-plan, rien ne se perd ni ne prend de retard.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u00ab Nous recommandons vivement cette int\u00e9gration car elle permet de gagner du temps et elle est tr\u00e8s efficace. Elle facilite une \u00e9valuation rapide et directe des retours, m\u00eame pour les r\u00e9servations directes, et permet de planifier des actions concr\u00e8tes pour am\u00e9liorer continuellement les op\u00e9rations \u00bb, conclut Sara Priller, assistante de direction de My Arbor.<\/p>\n<\/blockquote>\n\n\n\n<p><strong>Au final, l\u2019int\u00e9gration a permis \u00e0 My Arbor de d\u00e9velopper sa strat\u00e9gie de feedback tout en gardant une touche personnelle. C\u2019est simple. \u00c7a fonctionne. Et c\u2019est con\u00e7u pour les \u00e9quipes h\u00f4teli\u00e8res qui veulent transformer les retours clients en actions concr\u00e8tes, rapidement.<\/strong><\/p>\n\n\n\n<div style=\"color:#0369a1;background-color:#e0f2fe\" class=\"wp-block-roelmagdaleno-callout-block has-text-color has-background is-layout-flex wp-container-roelmagdaleno-callout-block-is-layout-1 wp-block-callout-block-is-layout-flex\"><div>\n<p><strong>Qu\u2019est-ce que Customer Alliance ?<br><\/strong>Customer Alliance est une plateforme de gestion de la r\u00e9putation en ligne et de feedback client qui aide les h\u00f4tels \u00e0 transformer les avis en r\u00e9sultats concrets. Gr\u00e2ce \u00e0 des enqu\u00eates automatis\u00e9es, la diffusion des avis, une analyse s\u00e9mantique bas\u00e9e sur l\u2019intelligence artificielle et un tableau de bord centralis\u00e9, elle accompagne les \u00e9quipes dans l\u2019am\u00e9lioration de la satisfaction client, l\u2019optimisation des op\u00e9rations et l\u2019augmentation des r\u00e9servations directes.<br><br><strong>Qu\u2019est-ce que Re:Guest ?<br><\/strong><a href=\"https:\/\/www.reguest.io\/en\/guest-communication\/101-0.html\">Re:Guest<\/a> est un CRM h\u00f4telier avanc\u00e9 con\u00e7u pour optimiser la communication avec les clients tout au long de leur parcours. De la r\u00e9servation personnalis\u00e9e aux e-mails automatis\u00e9s en passant par les discussions WhatsApp et l\u2019assistance via intelligence artificielle, il aide les h\u00f4tels \u00e0 g\u00e9n\u00e9rer plus de r\u00e9servations directes, \u00e0 augmenter les ventes additionnelles et \u00e0 offrir une exp\u00e9rience de marque coh\u00e9rente \u00e0 chaque \u00e9tape.<\/p>\n<\/div><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Vous souhaitez augmenter vos avis sur Google, envoyer des enqu\u00eates post-s\u00e9jour personnalis\u00e9es et collecter des insights pour am\u00e9liorer votre service ?<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.customer-alliance.com\/fr\/demonstration-gratuite\/?utm_source=blog&#038;utm_medium=website&#038;utm_campaign=myarbor&#038;utm_term=casestudyfr&#038;utm_content=myarbor\">R\u00e9servez un appel <\/a>et d\u00e9couvrez comment Customer Alliance aide les \u00e9quipes \u00e0 transformer le feedback client en r\u00e9sultats concrets.<\/p>\n","protected":false},"featured_media":60935,"parent":0,"menu_order":0,"template":"","meta":{"_acf_changed":true,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"categories":[],"class_list":["post-60932","casestudies","type-casestudies","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - 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