Effortless AI-powered Online Reputation Management: Respond to reviews in no time
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Reputation Manager (by Customer Alliance)
4.7 (53 REVIEWS)
HT Score
83 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 56) in Reputation Management
Customer Alliance makes it easy to capture, understand, share and act on feedback and reviews
93% recommended by 96 hotels
Customer Alliance is popular in Germany, Italy, Mexico 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
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.
What Types of Hotels Customer Alliance is Popular For
Size
9 | X-Small (1-9 room)
9 | Small (10-24 room)
42 | Mid-Sized (25-74 room)
28 | Large (75-199 room)
10 | X-Large (200+ room)
Country
43 | Germany
13 | Italy
12 | Mexico
11 | France
4 | Switzerland
4 | Austria
3 | Spain
2 | Belgium
1 | Ecuador
1 | Iceland
1 | Poland
1 | Sweden
1 | United States of America
Type
34 | Boutiques
27 | Bed & Breakfast & Inns
25 | City Center Hotels
22 | Branded Hotels
22 | Limited Service & Budget Hotels
22 | Luxury Hotels
22 | Resorts
21 | Airport/Conference Hotels
10 | Extended Stay & Serviced Apartments
8 | Hostels
8 | Vacation Rentals & Villas
1 | RV Parks & Campgrounds
Region
83 | Europe
13 | North America
1 | South America
Category
65 | Guest Survey Software
53 | 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 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.
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: 42
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:
"Capture feedback: Get set up once, and 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: 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 customer (dis-)satisfaction drivers using our platform’s analytics capabilities. Share feedback: Amplify your online presence, drive traffic, improve search rankings, and showcase trust by automatically distributing and sharing your reviews across platforms like Google and TripAdvisor. Display your Customer Alliance widget directly on your website to drive trust and improve conversions. 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!"
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.
Customer Alliance Reviews Summary
Ease of Use
4.7/5
Customer Support
4.7/5
ROI
4.4/5
Implementation
4.8/5
Recommended by
Achievements
This vendor's trending score is rising, Reputation Manager (by Customer Alliance) is the #7 most trending product in the Reputation Management category (out of 56) and the #268 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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Hotelier Rating
Looking for specific info?
10
Best professional tool for review and feedback management for the hotel industry
Manager Online Communication from 75-99 room City Center Hotel in Regensburg (Germany)
Verified
6 months ago
Customer Alliance is a great tool that provides us with valuable insights into our guests experiences. It also makes it easy to respond to reviews instantly through interfaces on different platforms. It is continuously evolving to improve the functionality and usability of the platform. In addition, Customer Alliance has proven to be a reli...
Germany
Germany
Manager Online Communication
Large Hotel
10
The best use of Ai for the review
Hotel innovation manager from 5 to 9 room Bed & Breakfast & Inn in Favignana (Italy)
Verified
6 months ago
I can respond immediately for all reviews with customer alliance AI. Using the data analysis I understand my position compared to my competitors.
Italy
Italy
Hotel innovation manager
X-Small Hotel
10
Organize your vision
Director from 10 to 24 room Boutique in Naples (Italy)
Verified
6 months ago
- simply to use, so friendly for all the members of my staff, that mean save time to learn, also the great automation, to customize a form and collect all the information for the client is perfect. The implementation give us the opportunity to never loose any client feedbacks.
Italy
Italy
Director
Small Hotel
10
Excellent tool with excellent service
Marketing from 100 to 199 room Branded Hotel in Wallisellen (Switzerland)
Verified
6 months ago
Customer Alliance offers a user-friendly platform that helps us to efficiently manage our guest reviews and to increase our guest's satisfaction in a targeted manner. The ability to centrally bundle and evaluate reviews from different channels is particularly impressive. The automated processes save a huge amount of time and the analysis to...
Switzerland
Switzerland
Marketing
Large Hotel
9
Guest satisfaction
Sales & Marketing Manager from 100 to 199 room Boutique in Berlin (Germany)
Verified
6 months ago
We are very happy to use Customer alliance because we can optimize our time and our responses are professional, efficient, complete and we have improved our online reputation and customer experience. With the survey also we have focused our investments and the review score has smotthly increased.
Germany
Germany
Sales & Marketing Manager
Large Hotel
10
Efficient reputation management through CA
Head of Marketing from 75-99 room Bed & Breakfast & Inn in Innsbruck (Austria)
Verified
6 months ago
The collected and processed data enables hotels to make informed decisions, recognize trends, identify strengths and weaknesses and thus optimize operational processes.
Austria
Austria
Head of Marketing
Large Hotel
10
Global vision
Gérant from 10 to 24 room Branded Hotel in Nice (France)
Verified
7 months ago
Comment management for now, recovery of potential customers directly without going through the booking platform. our booking partners
France
France
Gérant
Small Hotel
10
An Essential Tool for Boosting Customer Satisfaction andReputation Management
Owner from 25-49 room Airport/Conference Hotel in Milan (Italy)
Verified
7 months ago
Customer Alliance is an outstanding tool for managing reviews and gathering customer feedback! Since we started using it, we have seen a significant increase in customer satisfaction and a smoother management of online reviews. The platform is intuitive and packed with features that make it easy to monitor feedback and analyze data. Additio...
Italy
Italy
Owner
Mid-Sized Hotel
8
Saves time and gives a good overview of the most important factor of your business, the customer's view.
Owner from 25-49 room Bed & Breakfast & Inn in Grindavik (Iceland)
Verified
8 months ago
One platform where reviews, our guests have on many different platforms, makes my life easier and we are quicker to respond to all reviews we get. This is very important factor as we highly valuated the time our guests spend in telling us how we can improve our business and we do of course like to reply to everyone that is doing us a favour...
Iceland
Iceland
Owner
Mid-Sized Hotel
10
Best choice for hoteliers!
Head of Revenue from 500+ room Vacation Rentals & Villa in Wroclaw
Verified
8 months ago
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Expert Q&A and Partner Recommendations
Submit Recommendation
Question:
What does this product or service do well?
Answer:
Customer Alliance does well in helping hotels collect and manage guest feedback, improve online reviews, and boost visibility. Its tools are incredibly easy to use, and overall does a great job in driving better guest experiences.
Showing all answers to: "What does this product or service do well?"
Customer Alliance does well in helping hotels collect and manage guest feedback, improve online reviews, and boost visibility. Its tools are incredibly easy to use, and overall does a great job in driving better guest experiences.
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 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 Guest Experience Hub excels at streamlining the process of managing online reviews and guest feedback for hotels. Its platform is adept at collecting, distributing, and analyzing guest reviews from various sources, which is a vital aspect for hotels in understanding their performance and guest preferences. The ability to aggregate reviews through multiple channels like email, SMS, QR codes, and in-web and in-app surveys makes it highly versatile and user-friendly. Furthermore, the consolidation of all feedback into a single dashboard for easy analysis is a significant plus. This feature allows hotels to quickly identify areas for improvement and respond effectively to guest feedback. Additionally, by boosting online visibility through an increased presence on review portals, Customer Alliance helps hotels enhance their reputation and attract more customers.
Question:
What differentiates this product or service from the competition?
Answer:
Customer Alliance offers a more focused approach to managing direct feedback and surveys, emphasising customisable features and streamlined data ownership. Customer Alliance often appeals to hoteliers seeking a more hands-on, personalised touch.
Showing all answers to: "What differentiates this product or service from the competition?"
Customer Alliance offers a more focused approach to managing direct feedback and surveys, emphasising customisable features and streamlined data ownership. Customer Alliance often appeals to hoteliers seeking a more hands-on, personalised touch.
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 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.
The distinct advantage of Customer Alliance lies in its comprehensive and multifaceted approach to review management. Unlike some platforms that focus solely on collecting reviews, Customer Alliance provides a full suite of tools for managing the entire lifecycle of guest feedback. This includes the collection of reviews from a wide range of channels, which broadens the scope of feedback received.
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:
Make the most of Customer Alliance by customising feedback surveys to fit your brand and goals. Use the insights to improve guest experiences and actively manage your online reputation for maximum impact.
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?"
Make the most of Customer Alliance by customising feedback surveys to fit your brand and goals. Use the insights to improve guest experiences and actively manage your online reputation for maximum impact.
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!
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.
fully leverage the platform's capabilities for gaining actionable insights into guest experiences. This means not just using the service to collect and monitor reviews, but actively engaging with the analytical tools provided.
Recommended by
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Marius Donhauser
Founder & CEO
@
hotelkit
Tilmann Volk
Co-Founder
@
SuitePad
Yumiko Pagnoux
Strategic Partner Manager
@
Mews
Gera Bachner
Quality & Project Manager
@
hotelkit GmbH
Roberto D'Aquila
Area Sales Manager
@
HOTELCUBE PMS
Marius Donhauser
Founder & CEO
@
hotelkit
Tilmann Volk
Co-Founder
@
SuitePad
Olga Heuser
CEO
@
DialogShift
Gera Bachner
Quality & Project Manager
@
hotelkit 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.
2025
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