Reputation Manager (by Customer Alliance)
4.6 (45 REVIEWS)
HT Score
89 out of 100
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the world
Gera, Jasmin, Roberto + 9 more experts recommend Customer Alliance
Read RecommendationsReputation Manager (by Customer Alliance)
Ranked 5 (out of 48) in Reputation Management
Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews
93% recommended by 89 hotels
Radisson Hotels, Brit Hotel, Villa Crespi & 86 others
What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Reputation Manager (by Customer Alliance) is a comprehensive reputation management system designed for hoteliers. It offers robust tools to streamline the management of guest feedback by aggregating reviews from multiple portals into a single dashboard. The platform features customizable surveys, real-time monitoring of key performance metrics like CSAT, NPS, and CES, and advanced analytics to transform feedback into actionable insights. It also automates the sharing of positive reviews across major platforms such as Google and TripAdvisor, enhancing online presence and search rankings. With an AI-powered Reply Assistant, it ensures timely and personalized responses to guest comments, thereby improving guest satisfaction and operational efficiency.
Capabilities
Collect
Collect
Capture feedback: Get set up once, get customer insights forever. Deliver engaging surveys on autopilot and capture feedback across every touchpoint. Connect insights from your customer’s digital and on-site experience, using Email, SMS, QR code, In-web, and In-App surveys. With real-time monitoring of crucial metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score) and CES (Customer Effort Score) you’ll gain a comprehensive view of each interaction and track satisfaction from start to finish.
Understand
Understand
Transform feedback into actionable, easy-to-understand insights to share with your team. Centralize all customer feedback and every online review in one smart dashboard and uncover the drivers of customer (dis-)satisfaction using our platform’s analytics capabilities.
Share
Share
Amplify your online presence, drive traffic, improve search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms, such as Google and TripAdvisor. Display your Customer Alliance widget directly on your website to further drive trust and improve conversions.
Take action
Take action
With actionable insights and the powerful AI Reply Assistant, you're prepared to respond swiftly with unique, personalized responses to your customers' feedback at the push of a button. Our closed-loop feedback system puts the power in your hands, ensuring every customer feels heard putting you on the path to exceed their expectations!
Features
Surveys & Feedback
4/5 features
Review Generation
4/5 features
Follow-up & Resolution
4/5 features
Reporting, Analytics & Insights
4/5 features
Channels
4/5 features
Admin & Settings
4/5 features
Available Add-ons & Modules
AI Reply Assistant
Reputation Management
What if you could reply to a review in 30 seconds
or less?
With AI Reply Assistant, you can. Generate a unique, personalized review response with just one click.
Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.7/5
ROI
4.3/5
Implementation
4.8/5
Recommended by
Achievements
This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #2 most trending product in the Reputation Management category (out of 48) and the #89 most trending product overall in the global hotel tech ecosystem. HTR assesses vendor's real time activity in the market to give buyers a sense of whether a product is gaining momentum
Learn moreCustomer Alliance’s customer support processes haven’t yet been verified by Hotel Tech Report.
Learn more about this achievement in the official press releaseThis vendor has earned the Certificate of Excellence which is awarded to vendors who exemplify transparent cultures and come highly recommended by their clients. For more information, please see the help center.
Learn about the criteria required to achieve HotelTechReport's Certificate of Excellence
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn how HotelTechReport uses millions of proprietary datapoints to rank the best hotel software in the worldRecommended for
Customer Alliance Pricing
Average
This product is priced in line with the average product in the category which is usually an indicator that it is a standard product with standard functionality designed for typical operations and use cases and properties.
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Customer Alliance Case Studies
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References
"Customer Alliance gives us the technical ability to personally contact all our guests and actively request their feedback. At the same time, we have the opportunity to distribute this guest feedback on various rating portals and to respond to each rating individually. This direct feedback, along with the software's detailed analysis feature, allow us to identify and improve our weak points."
Christian Hempel-Werner
Head of Business Operations @
A&O Hotels and Hostels
"With Customer Alliance, we have not only improved our positioning on Google and TripAdvisor, but we have also achieved a much more efficient management of our guest's feedback. It has also been key in helping all our Directors with the management of the online reputation for their properties."
Adelina Cantarell
Directora Comercial @
HCC Montblanc
Featured Customers
Popularity by Segment
Size
8 | X-Small (1-9 room)
6 | Small (10-24 room)
40 | Medium (25-74 room)
23 | Large (75-199 room)
10 | X-Large (200+ room)
Country
41 | Germany
12 | Mexico
9 | France
9 | Italy
4 | Austria
3 | Switzerland
3 | Spain
1 | Ecuador
1 | Iceland
1 | Poland
1 | Sweden
1 | Belgium
1 | United States of America
Type
29 | Boutiques
26 | Bed & Breakfast & Inns
21 | Resorts
19 | City Center Hotels
18 | Branded Hotels
18 | Limited Service & Budget Hotels
18 | Luxury Hotels
17 | Airport/Conference Hotels
8 | Extended Stay & Serviced Apartments
6 | Hostels
5 | Vacation Rentals & Villas
1 | RV Parks & Campgrounds
Region
73 | Europe
13 | North America
1 | South America
Category
58 | Guest Surveys & Feedback
45 | Reputation Management
More Products by Customer Alliance
Hotelier Rating
Hoteliers say
NEW AI Review summary
Hoteliers like Customer Alliance for its ease of use, practical tools, and ability to streamline reputation management. The platform aids in optimizing operational processes by aggregating guest feedback across multiple portals, facilitating timely and informed responses. Specific features such as customizable surveys, task tracking, and in-depth analytics help increase revenue, reduce costs, and enhance guest experience. Critical points include delayed review updates from some portals and the high cost for smaller establishments.
AI-generated from the text of customer reviews
Looking for specific info?
9
Professional Reputation Management
Director E-Commerce from 500+ room Branded Hotel in Bad Arolsen (Germany)
Verified
4 days ago
The interface in general. The support team is good even though there is not always a solution for some cases. The surve bilder is nice and the direction the team is heading toward in regards to AI review management is is great.
Germany
Germany
Director E-Commerce
X-Large Hotel
10
Timesaver and very easy to use
Partner from 5 to 9 room in Santiago de Querétaro (Mexico)
Verified
19 days ago
I like that I can see and respond to all reviews in one central place. Using the platform is very easy and intuitive.
Mexico
Mexico
Partner
X-Small Hotel
9
Ease of management and excellent assistance
Back Office Manager from 25-49 room Branded Hotel in Livigno (Italy)
Verified
2 months ago
Speed in easily managing reviews of multiple accommodation facilities. Distribution on various brand reputation portals. I encourage customers to review.
Italy
Italy
Back Office Manager
Medium Hotel
9
Immediate and complete
Digital Marketing Specialist from 75-99 room Resort in Calvagese della Riviera (Italy)
Verified
3 months ago
I think the Customer Alliance platform is very simple to use, practical and convenient. He is able to give the answers you are looking for in a short time.
Italy
Italy
Digital Marketing Specialist
Large Hotel
10
Great experience
Front office manager from 50-74 room Resort in Punta Ala (Italy)
Verified
3 months ago
You Need Customer Alliance if you want improve your services . It helps to understand the performing of every single Sector
Italy
Italy
Front office manager
Medium Hotel
9
Very operational
Gérante from 50-74 room Boutique in Saint-Malo (France)
Verified
4 months ago
the conversion + the design. (No need to make a very very long sentence, or even mega long, or super long. )
France
France
Gérante
Medium Hotel
9
Easy to use (translated from Spanish) (Original) De fácil uso
directora from 50-74 room Limited Service & Budget Hotel in Irun (Spain)
Verified
4 months ago
The ease of use. It is very visual, so it is a very comfortable tool. (translated from Spanish)
(Original) La facilidad de uso. Es muy visual por lo que es una herramienta muy cómoda.
Spain
Spain
directora
Medium Hotel
10
Efficient reputation management through CA
Head of Marketing from 100 to 199 room Bed & Breakfast & Inn in Innsbruck (Austria)
Verified
8 months ago
With the collected and processed data, hotels can make informed decisions, recognize trends, identify strengths and weaknesses and thus optimize operational processes.
Austria
Austria
Head of Marketing
Large Hotel
10
Keep an eye on all of your reviews and improve your guest communication
General Manager from 25-49 room Bed & Breakfast & Inn in Belzig (Germany)
Verified
9 months ago
Easy-to-use tool to keep track of all reviews and improve quality assurance with practical tips. Communication before, during and after the stay can be improved immediately. Great interface options and excellent support team!
Germany
Germany
General Manager
Medium Hotel
10
Simplified management of customer reviews with Customer Alliance
Responsable Marketing & Communication au Domaine RIBERACH from 10 to 24 room Branded Hotel in Belesta (France)
Verified
9 months ago
Customer Alliance has proven to be an extremely effective customer review management tool for our establishment, Domaine Riberach. What we appreciate most is the practicality it offers our team. Task tracking features facilitate seamless collaboration and true teamwork. The platform's intuitive interface allows everyone to quickly understan...
France
France
Responsable Marketing & Communication au Domaine RIBERACH
Small Hotel
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
They have been one of the first really professional companies to dive into the digital world of guest feedback and reviews within hotels. They have done a great job building their base but always making sure to continuously improve their developments.
Showing all answers to: "What does this product or service do well?"
They have been one of the first really professional companies to dive into the digital world of guest feedback and reviews within hotels. They have done a great job building their base but always making sure to continuously improve their developments.
Customer Alliance is great at handling guest reviews. It collects, shares, and analyzes reviews online, helping hotels of all sizes manage their reputation better. It gives teams key insights into how they're doing compared to others, which helps them understand our guests and boost their revenue.
The best part is how it integrates with hotelkit. Every day, it automatically sends guest reviews to the right team members, making sure everyone is up-to-date. hotels can pick who gets the messages and decide if they’re public or private. Plus, they can easily discuss reviews in the comments.
Customer Alliance is an online reputation management and guest feedback platform primarily designed for hotels and the hospitality industry. Here's what it does well: Review Management, Feedback Collection, Analytics and Reporting, Reputation Enhancemen, Customer Engagement, Customization. Overall, Customer Alliance excels in providing hotels with the tools and insights needed to manage their online reputation, collect guest feedback, and enhance the guest experience.
Customer Alliance is one of the best and most experienced players on the market when it comes to reputation management and guest surveys. They offer a great platform to have all your reviews on one place with powerful semantic analysis and the possibility to directly respond to your clients' reviews.
Customer Alliance is an invaluable tool for businesses seeking meaningful insights from customer feedback. Its ability to gather and centralize diverse input from various sources into a user-friendly dashboard is genuinely remarkable. This consolidation feature saves time and provides a clear and concise overview of the overall customer sentiment.
Question:
What differentiates this product or service from the competition?
Answer:
Their expertise and how long they have been within the industry and business already. You will for sure have a great experience working with all of their motivated and skilled colleagues. Enjoy any type of collaboration you will have in the future.
Showing all answers to: "What differentiates this product or service from the competition?"
Their expertise and how long they have been within the industry and business already. You will for sure have a great experience working with all of their motivated and skilled colleagues. Enjoy any type of collaboration you will have in the future.
Customer Alliance stands out because it fits right into hotels' daily workflow with hotelkit. This makes handling feedback a team effort. Unlike other services, it not only collects and shares reviews but also gives useful insights to understand market position better. This combo of easy communication and valuable analysis really sets Customer Alliance apart.
Customer Alliance differentiates itself from the competition in several key ways: Industry Focus, Comprehensive Platform, Multi-Channel Review Managemen, Advanced Analytics, Customization and BrandingCustomer, Direct Guest Engagement, Support and Training. Alliance stands out from the competition by offering a comprehensive, industry-specific solution with advanced features, customization options, and dedicated support.
A perfect one-stop-shop for having all your reviews and recommendations at one single place, that is easy to access and work with. Furthermore, hoteliers can collect additional reviews to enhance the relationship with their guests and improve guest satisfaction.
One of the significant advantages of Customer Alliance is its capacity to facilitate in-depth analysis. The platform offers robust tools for dissecting feedback data, enabling businesses to delve into specific areas, identify trends, and pinpoint actionable insights. This comprehensive analysis proves instrumental in recognizing strengths to capitalize on and areas requiring enhancement for overall business growth.
Question:
Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?
Answer:
It is the same thing I always say: get a demo, ask as many questions as possible, really understand how they work and then fully commit in getting to know the software and all its features. It will be great!
Showing all answers to: "Based on your experience with this product or service, if you could give one piece of advice to a hotelier considering this product or service, what would it be?"
It is the same thing I always say: get a demo, ask as many questions as possible, really understand how they work and then fully commit in getting to know the software and all its features. It will be great!
Make the most of the integration with hotelkit. Set up daily automatic reviews for specific team members, and encourage everyone to discuss feedback. This will keep your team on the same page and help you quickly address guest concerns, ultimately improving your hotel's reputation and guest satisfaction.
If you're considering Customer Alliance for your hotel, my advice would be to actively engage with your guests through the platform. Use it not only as a tool for managing reviews but also as a way to gather valuable feedback directly from your guests. Encourage guests to leave reviews and respond to their feedback promptly and thoughtfully. This engagement not only enhances your online reputation but also fosters stronger relationships with your guests, leading to increased loyalty and satisfaction.
Give it a try - there is not much to lose, you certainly go with one of the market-leaders in the segment and a team that is all about innovation with a truly customer-centric approach always having their clients requirements in mind.
The true value of Customer Alliance lies not just in its ability to collect feedback but in how effectively you leverage that information to implement positive changes.
Regularly monitoring and acting upon the data will help in elevating your hotel's service quality and guest satisfaction levels, fostering long-term loyalty and positive reviews.
Recommended by
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Jasmin Hopf
Product Owner - Integrations
@
hotelkit
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Marius Donhauser
Founder & CEO
@
hotelkit
Roland Hehn
CEO
@
HQ plus
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Jasmin Hopf
Product Owner - Integrations
@
hotelkit
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Marius Donhauser
Founder & CEO
@
hotelkit
Roland Hehn
CEO
@
HQ plus
Tilmann Volk
Co-Founder
@
SuitePad
Olga Heuser
CEO
@
DialogShift
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Maximilian Lüders
Co-founder
@
MARA Solutions GmbH
Maureen Traeger
Partner Success Manager
@
straiv GmbH
Ullrich Kastner
GM & EVP
@
Myhotelshop GmbH
Moritz von Petersdorff-Campen
Managing Director
@
SuitePad GmbH
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Support
Unverified
Customer Alliance has not yet had their customer support processes certified by Hotel Tech Report. We recommend referencing the GCSC rubric during your demo call to make sure that this vendor has strong processes in place to support customers.
Support Not Verified
This vendor has not been GCSC Certified so Hotel Tech Report is unable to verify their support processes.
2024
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