Hotels Gain Deeper Insight & Can Further Personalize Experience for Repeat Guests
Dallas, Texas and Munich, Germany - October 1, 2013 – TrustYou, the market leader in online reputation management (ORM) for the hospitality industry announced today its partnership with Digital Alchemy, a leader in customer relationship management (CRM) and e-marketing solutions for the hospitality industry. The partnership offers hotels a seamless ORM/CRM integration that will prove invaluable, especially with repeat guests.
"Combining Digital Alchemy’s CRM system together with TrustYou’s superior semantic analysis technology allows hotels to gain deeper insight into its guests and truly personalize the entire experience,” said Don Hay, Founder and CEO at Digital Alchemy. “With this partnership, our clients will be able to further analyze guests’ feedback and personalize a repeat guests’ stay based on prior guest satisfaction survey (GSS) feedback.”
Dubbed “ORM meets CRM,” this new integrated data strategy allows Digital Alchemy’s clients to send post-stay questionnaires automatically upon a guest’s departure through the TrustYou survey platform. Once a guest completes the survey, the feedback is pushed back into Digital Alchemy’s CRM system and can be analyzed within TrustYou’s monitoring tool. The added benefit with this partnership is that all feedback can then pushed into a hotel’s property management system (PMS), allowing hotels to see a guests’ feedback upon checking in. For example, if in past surveys or online reviews a guest stated the room they had was too small or their request for more pillows was not met, that feedback will come up on the PMS upon check in. The front desk associates can then reference that they have been upgraded to a larger room in response to the feedback they shared on the last stay or that more pillows are awaiting them in the room.
"ORM meets CRM is a space that TrustYou is pioneering. It gives hotels a significant advantage to use big data and guest feedback to perfect the guest experience. Hotels can now show guests that they’ve been heard and guests can see the hotels are taking the feedback seriously and acting up on it,” said Alan Young, SVP of Marketing and Strategic Partnerships at TrustYou. “We are excited about this partnership and look forward to working with Digital Alchemy and its hotel clients.”
Since 2008, TrustYou has set the standard for reputation management with solutions for hospitality-industry businesses to analyze online reviews, tweets and posts across the social web, to gather trusted reviews directly from its customers, and to use the authentic conversations to successfully market online reputations.
TrustYou’s monitoring dashboards capture sentiment and opinions from millions of comments in one easy-to-view place from sources like TripAdvisor, Facebook, Google+, Twitter, Yelp and more across 23 different languages. In addition, TrustYou provides free online customer satisfaction surveys and marketing tools for all hotels. TrustYou’s international team hails from 23 countries and speaks more than 20 different languages. The company already has more than 12,000 customers in 60 countries and monitors over 400,000 hotels, provide an extensive base for competitive analysis. TrustYou’s clients include individual hotels, independent boutique chains, destinations and major global brands such as Accor, Marriott, Starwood, Hard Rock Cafes and Best Western Hotels. The company’s partnerships span an impressive variety of organizations; from tech companies like Google, Trust and Micros, to destination-specific alignment with Germany and Switzerland to improve the countries’ official star-rating systems for hotels. TrustYou’s headquarters are in Dallas, USA and Munich, Germany, with further representatives in the U.K., the Netherlands, France, Central Europe, Asia and Australia. To learn more about TrustYou visit trustyou.wpengine.com.
Media Contact: Carla Caccavale, Carla.Caccavale@TrustYou.com, +1 914-673-0729
About Digital Alchemy
Since launching the first true CRM solution to the hotel industry in 1999, Digital Alchemy has become an established leader in customer relationship management (CRM) and e-marketing solutions for the global hotel market. With a comprehensive suite of integrated e-mail CRM offerings, the product line has grown to include a powerful and flexible set of tools for building and maintaining profitable relationships with current and prospective hotel guests. With the latest addition of Spa CRM to their portfolio, users of spa software systems or those with no system at all are also able to take advantage of this powerful revenue enhancing tool. Current Digital Alchemy clients include over 650 properties, which include some of the most prestigious independent hotels and resorts worldwide. For more information, please visit www.digital-alchemy.com.