Accor gets ?crystal clear? online feedback

AccorHotels chooses online reputation management firm TrustYou to power its new Voice of the Guest (VOG) platform.
The TrustYou platform provides the group?s hoteliers with a ?crystal-clear snapshot? of their hotel?s online reputation from the web as well as from guest satisfaction surveys.
VOG centralises all customer feedback shared across the social web and displays it in a clear and intuitive interface, breaking down an analysis of the content into semantic categories (room, food, service, Wi-Fi, etc.) in more than 19 languages.
Guests post opinions about an AccorHotels establishment every 15 seconds, and VOG provides access to TrustYou?s full range of online reputation management tools, enabling hotels to:
* Analyze customer feedback;
* Reply on social media and customer-feedback websites;
* Interact with guests via customer satisfaction surveys;
* Benchmark their performance against the competition; and
* Share customer feedback with teams.
This solution is now available in 3,000 AccorHotels worldwide and will reach 100 percent of the network by the end of the year.
?Our customers are more and more connected and the comments they post online have a huge influence on other guests? decisions as to which hotel they book and their interactions with hotels,? says Emanuel Baudart, IHG?s senior vice president, customer expertise & loyalty.
?Before booking a room, 95 percent of customers check other guests? insights online. The VOG platform is one of the key features in the Customer Centric programme we are rolling out under our Digital Plan at AccorHotels.
?This plan will enhance our customers? digital experiences and, more importantly, add an even more personal touch to the service we provide them with.?