PALO ALTO, California, March 14, 2013 — Medallia® the global leader in SaaS Customer Experience Management (CEM) solutions, has partnered with TripAdvisor®, the world’s largest travel site*, to enable seamless and timely engagement with guests who can now post a review on TripAdvisor during the survey process. The solution allows participating hospitality companies to collect candid guest reviews and opinions on TripAdvisor to help future guests choose the right accommodation, while at the same time helping the company gauge guest satisfaction in more detail.
The recent agreement with TripAdvisor expands the capabilities of the Medallia solution so that participating hospitality companies are automatically alerted when traveler reviews become available on TripAdvisor and can easily respond to and engage with customers who write reviews from the Medallia interface.
Medallia serves some of the largest hospitality companies in the world with a full Customer Experience Management solution, which includes capturing, analyzing and acting on customer feedback no matter where or how it takes place, including in surveys, social media and review sites and via mobile devices. With online traveler reviews making up such a large portion of guest feedback in the hospitality industry, Medallia wants to provide its customers, including Best Western Hotels, Omni Hotels & Resorts and other major hospitality companies, with a seamless integration with TripAdvisor. Using the interface, hotel employees both centrally and at specific locations can easily encourage guests to post reviews and engage with those guests quickly as they are automatically notified when reviews are posted. This process naturally increases engagement with customers after their stay.
The agreement enables a “one click” posting process whereby participating Medallia hospitality customers invite their guests to post to TripAdvisor during the survey process. This expands the existing Medallia Promote™ offering, so Medallia can send reviews to TripAdvisor via a direct feed. Jointly collected reviews are subject to TripAdvisor’s submission policies and are attributed to the participating hospitality company on TripAdvisor. Respondents can also immediately “like” the property on Facebook or “follow” it on Twitter through Medallia Promote.
“TripAdvisor is pleased to partner with Medallia, as a growing number of hospitality companies look to increase their engagement with guests, listen to their feedback and respond effectively,” said Severine Philardeau, vice president of global partnerships for TripAdvisor. “A recent TripAdvisor survey reveals that 51 percent of accommodation owners worldwide indicate that they invite travelers to share feedback about their guest experiences via email¹. TripAdvisor’s goal is to make it as easy as possible for businesses to leverage online reviews as a megaphone for traditional ‘word of mouth’ advertising.”
“Many hotels invite their guests both to fill out a survey and to post a review about a stay, double work which can be taxing and annoying for guests,” said Medallia CEO Borge Hald. “With this agreement in place, hotels will be able to elegantly combine their guest survey and TripAdvisor review form so that guests who provide feedback can, with minimal extra effort, also share their thoughts online. The benefits for hotels are better guest experiences and more online reviews.”
