Effortless AI-powered Online Reputation Management: Respond to reviews in no time
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Reputation Manager (by Customer Alliance)
4.6 (91 REVIEWS)
HT Score
79 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
Reputation Manager (by Customer Alliance)
Ranked 5 (out of 62) in Reputation Management
Customer Alliance is a guest feedback intelligence platform built for the hospitality industry.
92% recommended by 139 hotels
Customer Alliance is popular in Germany, Italy and France.
Bell - AI powered product analyst
I analyzed all of Customer Alliance’s product reviews, expert recommendations, features, capabilities, pricing, integrations and more to produce the below summary.
Hoteliers say
Customer Alliance is a robust reputation management tool for hotels, centralizing guest feedback from various platforms into a single dashboard that enhances efficiency and precision in responses. It offers streamlined AI-generated responses, customizable surveys, and competitive benchmarking, crucially reducing time spent on administration. However, feedback indicates improvements are needed in AI response quality and direct responses on all platforms to fully realize its potential in elevating guest experience and increasing revenue.
What Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
37 | Small (10-49 room)
46 | Mid-Sized (50-99 room)
35 | Large (100-499 room)
15 | X-Large (500+ room)
Country
59 | Germany
19 | Italy
16 | France
15 | Mexico
6 | Austria
5 | Switzerland
4 | Spain
4 | Poland
3 | United States
2 | Belgium
1 | Luxembourg
1 | Sweden
1 | Canada
1 | Netherlands
1 | India
1 | Iceland
1 | Ecuador
Type
48 | Boutique Hotels
38 | City Center Hotels
36 | Bed & Breakfast & Inns
36 | Airport/Conference Hotels
35 | Luxury Hotels
33 | Branded Hotels
33 | Resorts
31 | Limited Service & Budget Hotels
13 | Extended Stay & Serviced Apartments
11 | Hostels
11 | Vacation Rentals & Villas
2 | Casinos
1 | Motels
1 | RV Parks & Campgrounds
Region
119 | Europe
19 | North America
1 | Asia Pacific
1 | South America
Category
94 | Guest Survey Software
91 | Reputation Management
Didn’t find what you were looking for?
What is Customer Alliance?
Founded in 2009 | Headquarters in Berlin (Germany) | 87 employees
Reputation Manager (by Customer Alliance) is a comprehensive reputation management platform designed specifically for the hospitality industry. This tool efficiently consolidates guest feedback from various platforms, such as Booking.com and Expedia, into a unified dashboard. It streamlines processes through AI-generated responses and offers customizable surveys, significantly cutting down on administrative tasks. With competitive benchmarking and seamless integration with PMS, CRM, and Revenue systems, it empowers hotels to enhance guest experiences and drive revenue by transforming feedback into actionable insights and KPIs.
Powered by AI
This description was generated by AI which analyzed the following sources to summarize a description of Customer Alliance products, features and capabilities. Leveraging user generated verified data sources allows us to generate a more helpful and realistic description for hoteliers free of sales promotion and hyperbole.
Sources
Verified hotelier reviews
We analyze all verified product reviews as a way to understand and summarize what real users/hoteliers are saying about the product to provide a more accurate and relevant description for buyers than only what vendors provide.
Customer Alliance Reviews Analyzed: 32
Read reviewsVerified expert recommendations
We analyze recommendations from industry experts who we ask to describe the most valuable features and capabilities of the product as well as key differentiators and what types of hotels the product works best for to extract unique insights and perspective for buyers.
Customer Alliance Expert Recommendations Analyzed: 0
Read expert recommendationsDescription provided by Customer Alliance
While its important to incorporate analysis from verified user reviews and industry experts to create more balanced content, the way a vendor describes their overall company and vision can also shed light on their unique perspective or way of doing business which is why the AI ingests this information as well to add more context to paint a picture of what the company says vs what users and industry experts say.
Customer Alliance's Provided Description:
"Customer Alliance is a guest feedback intelligence platform built for the hospitality industry, trusted by more than 5,000 hotels globally. We help hotels capture, understand, share, and act on guest feedback, bringing reviews from major portals and customized CSAT and NPS surveys into one place, turning them into AI-powered insights and KPIs, and connecting those insights to the right teams through 90+ integrations with PMS, CRM and Revenue systems. With 3+ million surveys processed, 90+ million reviews collected, and true two-way integrations with 19 leading portals including Booking.com, Expedia and HolidayCheck, Customer Alliance is the platform hotels rely on to manage reputation, track guest satisfaction, and turn feedback into measurable results."
FAQs
Capabilities
Capture feedback
Capture feedback
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 feedback
Understand feedback
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.
Act on feedback
Act on feedback
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!
Share feedback
Share feedback
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.
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.
Q1 '26 Reputation Management Survey Insights
Is Customer Alliance a good fit for your hotel?
Rank
Hotel size
Popular alternatives
#1
of 10
Small
94%
(161)
GuestRevu is commonly considered an alternative to Customer Alliance for Small hotels with 10-24 rooms due to its easy-to-use platform that consolidates guest feedback across multiple review sites, offering efficient integration with various property management systems, although some users suggest the need for more flexibility in report customization and third-party integrations.
#1
of 14
Mid-sized
97%
(272)
MARA Solutions is commonly considered an alternative to Customer Alliance for Medium hotels due to its intuitive platform and AI-powered response capabilities that streamline review management and enhance guest communication efficiency, although some users note a need for more integrations with external platforms.
#1
of 7
Enterprise
92%
(80)
TrustYou is commonly considered an alternative to Customer Alliance for X Large hotels due to its extensive review monitoring capabilities and robust support system, although integration challenges and customization limitations may impact its suitability for some properties.
Small
94%
(161)
#1
of 10
GuestRevu is commonly considered an alternative to Customer Alliance for Small hotels with 10-24 rooms due to its easy-to-use platform that consolidates guest feedback across multiple review sites, offering efficient integration with various property management systems, although some users suggest the need for more flexibility in report customization and third-party integrations.
Mid-sized
97%
(272)
#1
of 14
MARA Solutions is commonly considered an alternative to Customer Alliance for Medium hotels due to its intuitive platform and AI-powered response capabilities that streamline review management and enhance guest communication efficiency, although some users note a need for more integrations with external platforms.
Enterprise
92%
(80)
#1
of 7
TrustYou is commonly considered an alternative to Customer Alliance for X Large hotels due to its extensive review monitoring capabilities and robust support system, although integration challenges and customization limitations may impact its suitability for some properties.
Rank
Hotel type
Popular alternatives
#1
of 14
Luxury Hotels
95%
(201)
GuestRevu is commonly considered an alternative to Customer Alliance for luxury hotels due to its intuitive interface and centralized platform, which streamline guest feedback management and enhance operational insights, though some users mention room for improvement in reporting customizability.
#1
of 5
Vacation Rentals & Villas
100%
(12)
GuestRevu is commonly considered an alternative to Customer Alliance for Vacation-Rentals-Villas hotels due to its intuitive interface and smooth integration with various PMS systems, allowing efficient reputation management and guest feedback analytics.
#1
of 7
Extended Stay & Serviced Apartments
97%
(76)
MARA Solutions is commonly considered an alternative to Customer Alliance for Extended-Stay-Serviced-Apartments hotels due to its intuitive user interface, efficient reputation management across multiple review platforms, and AI-driven response capabilities that streamline guest feedback processing and enhance operational workflows.
Luxury Hotels
95%
(201)
#1
of 14
GuestRevu is commonly considered an alternative to Customer Alliance for luxury hotels due to its intuitive interface and centralized platform, which streamline guest feedback management and enhance operational insights, though some users mention room for improvement in reporting customizability.
Vacation Rentals & Villas
100%
(12)
#1
of 5
GuestRevu is commonly considered an alternative to Customer Alliance for Vacation-Rentals-Villas hotels due to its intuitive interface and smooth integration with various PMS systems, allowing efficient reputation management and guest feedback analytics.
Extended Stay & Serviced Apartments
97%
(76)
#1
of 7
MARA Solutions is commonly considered an alternative to Customer Alliance for Extended-Stay-Serviced-Apartments hotels due to its intuitive user interface, efficient reputation management across multiple review platforms, and AI-driven response capabilities that streamline guest feedback processing and enhance operational workflows.
Rank
Region
Popular alternatives
#2
of 6
North America
86%
(56)
TrustYou is commonly considered an alternative to Customer Alliance for large hotels due to its centralized platform that aggregates reviews from multiple sites, making it easier to manage guest feedback across numerous properties, although its sentiment analysis can be inconsistent.
#1
of 13
Europe
97%
(417)
MARA Solutions is commonly considered an alternative to Customer Alliance for Europe hotels due to its streamlined review management and rapid, AI-driven response customization, although both platforms could benefit from broader integration with specific third-party systems like OpenTable and Trip.com.
North America
86%
(56)
#2
of 6
TrustYou is commonly considered an alternative to Customer Alliance for large hotels due to its centralized platform that aggregates reviews from multiple sites, making it easier to manage guest feedback across numerous properties, although its sentiment analysis can be inconsistent.
Europe
97%
(417)
#1
of 13
MARA Solutions is commonly considered an alternative to Customer Alliance for Europe hotels due to its streamlined review management and rapid, AI-driven response customization, although both platforms could benefit from broader integration with specific third-party systems like OpenTable and Trip.com.
Rank
Country
Popular alternatives
#1
of 6
Germany
97%
(252)
MARA Solutions is commonly considered an alternative to Customer Alliance for De hotels due to its user-friendly interface that facilitates quick and personalized AI-powered responses, markedly improving the efficiency of reputation management, although enhancements in deeper reporting and diversified platform integrations are still developing.
#1
of 4
France
97%
(64)
TrustYou is commonly considered an alternative to Customer Alliance for Fr hotels because it provides a centralized, user-friendly platform that aggregates customer reviews from multiple sites, saving time and simplifying feedback management, though some reviews suggest the need for improved AI-generated responses and integration with additional extranets.
#3
of 4
Italy
92%
(11)
TrustYou is commonly considered an alternative to Customer Alliance for hotels due to its integration capabilities and comprehensive reporting features, although it is often shortlisted when precise sentiment analysis and multi-property management needs are prioritized.
Germany
97%
(252)
#1
of 6
MARA Solutions is commonly considered an alternative to Customer Alliance for De hotels due to its user-friendly interface that facilitates quick and personalized AI-powered responses, markedly improving the efficiency of reputation management, although enhancements in deeper reporting and diversified platform integrations are still developing.
France
97%
(64)
#1
of 4
TrustYou is commonly considered an alternative to Customer Alliance for Fr hotels because it provides a centralized, user-friendly platform that aggregates customer reviews from multiple sites, saving time and simplifying feedback management, though some reviews suggest the need for improved AI-generated responses and integration with additional extranets.
Italy
92%
(11)
#3
of 4
TrustYou is commonly considered an alternative to Customer Alliance for hotels due to its integration capabilities and comprehensive reporting features, although it is often shortlisted when precise sentiment analysis and multi-property management needs are prioritized.
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Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.7/5
ROI
4.3/5
Implementation
4.6/5
Recommended by
Achievements
This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #6 most trending product in the Reputation Management category (out of 62) and the #246 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 not met the minimum criteria for 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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No matching results
Compare Customer Alliance to Top Alternatives
AI-Powered Reputation Management (Review & Surveys) to Boost Guest Experience and Brand Reputation
Quickly and easily gather feedback from your guests and actively manage your online reputation
Want to find out if Customer Alliance is the best fit for your hotel?
Tell us about your hotel’s location, room count, integrations and requirements and we’ll send a free custom list of recommended vendors.
Hotelier Rating
Looking for specific info?
9
Management and optimization of our Hotels reputation
Marketing and communications manager from 50-74 room Luxury Hotel in Saint-Tropez (France)
Verified
5 months ago
Configure sending the types according to platforms / Single multi-hotel interface / Scalable and easy-to-use questionnaire / Dashboard and analysis.
France
France
Marketing and communications manager
Mid-Sized Hotel
9
Makes life easier
Resort und Sales Manager from 50-74 room Vacation Rentals & Villa in Fugen (Austria)
Verified
6 months ago
A fantastic program; it makes our lives easier, helps at reception, and is simple and easy to understand. Anyone can use it immediately; it requires no extensive training or anything like that. We would definitely choose it again.
Austria
Austria
Resort und Sales Manager
Mid-Sized Hotel
9
Very easy to manage and answer customer feedback from all portals
Owner / Manager from 10 to 24 room Luxury Hotel in Gresy-sur-Aix (France)
Verified
6 months ago
The proposed AI generated draft answers that make me save a whole lot of time while answering the guests's reviews.
France
France
Owner / Manager
Small Hotel
7
Compactness
Front Office Manager from 50-74 room Branded Hotel in Berlin (Germany)
Verified
6 months ago
The compactness and variety of all integrations with review portals, as well as the ability to have an overview of all channels, are impressive. The AI function is particularly compelling.
Germany
Germany
Front Office Manager
Mid-Sized Hotel
8
Positive experience
Owner from 50-74 room Bed & Breakfast & Inn in Tremosine sul Garda (Italy)
Verified
6 months ago
The ability to automatically enter addresses, even for customers coming from Wi-Fi, and to eliminate the offers of those we predict might penalize our ratings. The ability to distribute review requests among the portals at alternating times. Responding quickly from a single platform is another advantage we consider important, along with bei...
Italy
Italy
Owner
Mid-Sized Hotel
10
Precious
Owner from 10 to 24 room Bed & Breakfast & Inn in Scarlino (Italy)
Verified
6 months ago
- Immediate notification of new reviews.
- Breakdown of different channels.
- Widget on home page of our site.
- AI connection.
Italy
Italy
Owner
Small Hotel
8
The ease and efficiency of working with Customer Alliance
Sales & Marketing Manager from 100 to 199 room Boutique in Berlin (Germany)
Verified
6 months ago
Working with Customer Alliance helps us to centralize the main KPIs that we need to monitor in terms of our online reputation in a single panel. You can quickly and clearly see all the comments sorted, respond to them, and visually identify the areas where action is needed. It also makes it easier for us to have a dashboard organized accord...
Germany
Germany
Sales & Marketing Manager
Large Hotel
10
It's very easy to respond to customer comments because they are all accessible in one place.
Marketing from 100 to 199 room Airport/Conference Hotel in Lausanne (Switzerland)
Verified
6 months ago
The ability to respond to customer comments via AI and the ability to use "AI Insight" for in-depth analysis of customer feedback, which indicates areas for improvement as well as positive points.
Switzerland
Switzerland
Marketing
Large Hotel
9
Feedback lists
Reservation Department from 100 to 199 room City Center Hotel in Cologne (Germany)
Verified
6 months ago
The best is the feedback file list, that we can upload and the system is transferring the guests information and that relief the work.
Germany
Germany
Reservation Department
Large Hotel
7
Flexible review management system with strong OTA/review platforms integrations
CMO from 100 to 199 room Branded Hotel in Paris (France)
Verified
6 months ago
- I particularly enjoy the seamless connection with many major OTA platforms such as Booking.com, Expedia.com, Google, Hotels.com, and more, which makes managing guest feedback incredibly efficient.
- Our account manager is always attentive, approachable, and ready to support us whenever needed.
- I appreciate the flexibility to choose wh...
France
France
CMO
Large Hotel
- 1
- 2
- 3
- 4
- 5
- 6
- ...
- 10
Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Customer Alliance helps hotels streamline their workflows by managing all reviews, surveys, and performance metrics from one centralized platform. It enables teams to easily track results, measure service performance, and boost online reviews effectively.
Showing all answers to: "What does this product or service do well?"
Customer Alliance helps hotels streamline their workflows by managing all reviews, surveys, and performance metrics from one centralized platform. It enables teams to easily track results, measure service performance, and boost online reviews effectively.
Customer Alliance is one of the European market leaders in Guest Feedback and Online Reputation Management.
The SaaS solution enables thousands of companies, independent hotels, and international chains worldwide to engage with guests at all stages of their journey to increase satisfaction and drive sales.
Automated messages and flexible questionnaires ensure meaningful communication and a competitive insight into the company's performance. Advanced review analysis tools help to truly understand the guest feedback and to improve operations effectively, whilst keeping an eye on the performance of competitors. To take full control of your online visibility, guest ratings can be integrated into the website and distributed across the industry's leading review portals.
Customer Alliance makes it easy to truly listen to our guests. Their tools help us understand what matters most to them, respond quickly, and continuously improve our service. It feels like having a partner focused on our success
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 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.
Question:
What differentiates this product or service from the competition?
Answer:
One of the major strenghts of Customer Alliance lies in its ability to capture and centralize guest feedback from all touchpoints in one platform, giving hotels a complete view of the guest experience. This makes it easier to monitor satisfaction, identify improvement areas, and take consistent action across departments.
Showing all answers to: "What differentiates this product or service from the competition?"
One of the major strenghts of Customer Alliance lies in its ability to capture and centralize guest feedback from all touchpoints in one platform, giving hotels a complete view of the guest experience. This makes it easier to monitor satisfaction, identify improvement areas, and take consistent action across departments.
Common customers of the cloud-based dailypoint™ solution and Customer Alliance have access to comprehensive reviews and feedback reports. All relevant rating platforms and the feedback results and trends in dailypoint™ can be displayed.
What sets Customer Alliance apart is their genuine care. They don’t just provide software—they support us every step of the way, offering guidance, flexible solutions, and insights that make a real difference for our guests and our team.
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.
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.
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:
I recommend this solution for hotels aiming to increase guest loyalty, enhance their online reputation, and reduce the workload on their teams. Thanks to its integration with SIHOT, guest data is automatically synchronized, eliminating manual effort and ensuring a smooth, efficient process. This allows hotel staff to focus more on guest experience while the system manages feedback collection and performance tracking seamlessly.
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?"
I recommend this solution for hotels aiming to increase guest loyalty, enhance their online reputation, and reduce the workload on their teams. Thanks to its integration with SIHOT, guest data is automatically synchronized, eliminating manual effort and ensuring a smooth, efficient process. This allows hotel staff to focus more on guest experience while the system manages feedback collection and performance tracking seamlessly.
Their partnership manager always has been so supportive of the entire process, always making sure that everyone keeps the focus to meet the deadlines.
Great team, great product! We get great data ouf of the integration!
For the past months, Customer Alliance has been more than just a tool.
It became a partner in improving guest experience; for that reason, I suggest taking the time to use their insights fully, respond to feedback quickly, and leverage their support team. Their guidance helps you turn guest feedback into real improvements and stronger relationships, making them a trusted ally for any hospitality business.
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!
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.
Recommended by
Maria Santoro
Partner Manager
@
SIHOT
Christiane Gaul
VP of Business Development
@
dailypoint
Pedro Lara
Partnerships Manager
@
Host Hotel Systems
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Marius Donhauser
Founder & CEO
@
hotelkit
Maria Santoro
Partner Manager
@
SIHOT
Christiane Gaul
VP of Business Development
@
dailypoint
Pedro Lara
Partnerships Manager
@
Host Hotel Systems
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Marius Donhauser
Founder & CEO
@
hotelkit
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Tilmann Volk
Co-Founder
@
SuitePad
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Olga Heuser
CEO
@
DialogShift
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
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Customer Alliance Integrations
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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.
2026
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Products Reviewed
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Ease of Use
0.0/5
Customer Support
0.0/5
ROI
0.0/5
Implementation
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