REVINATE AND CLARABRIDGE PARTNER TO BRING WORLD-CLASS CUSTOMER FEEDBACK ANALYSIS TO HOSPITALITY INDUSTRY
April 2, 2012 00:00 AM
Revinate, the new standard in guest satisfaction, today announced a partnership with Clarabridge, Inc, the global leader in text and sentiment analytics driving Customer Experience Management (CEM). Together, Clarabridge and Revinate offer an integrated solution to provide hospitality professionals with customer insight from social media activity, critical to marketing, operations and resource allocation.
Online customer reviews and social media feedback, categorized as unstructured data, traditionally come from disparate sources and are difficult to comprehensively aggregate and analyze. Revinate’s sentiment analysis solution, powered by Clarabridge, arms the hospitality industry with an intuitive, enterprise-grade solution that automatically monitors and analyzes unstructured content. Delivered in real time, critical voice of the customer data bolsters service recovery, training, and operational improvements.
“The growing importance of online reviews in consumer purchase decisions makes it more critical than ever for hotels and restaurants to pay close attention to issues raised by guests,” said Jay Ashton, Co-Founder and CEO of Revinate. “The hospitality industry has always been dedicated to providing a great guest experience; learning from, and acting upon, guest feedback is crucial to boosting sales and loyalty. With Clarabridge, Revinate can easily sift through the social media chatter and transform sentiment into actionable strategies. This partnership strengthens Revinate’s ability to help hospitality companies to monitor, manage and improve their businesses through intelligent analysis of customer data.”
“It’s exciting to see the partnership between Clarabridge and Revinate. As a long-standing customer of both companies, we recognize the power that the combined solution will give our STAR employees and we believe that loyalty will increase as we better understand our guests’ needs and provide a more tailored experience,” said David C. Kloeppel, President and Chief Operating Officer at Gaylord Entertainment.
“Revinate has proven itself to be the leader in hospitality reputation management, through listening and proactively engaging the Voice of Customer (VoC) as a critical initiative,” said Sid Banerjee, CEO of Clarabridge. “Members working on the front lines have exclusive access to customers on a daily basis and prove an invaluable resource to improve operations. We look forward to the synergies this partnership will provide for our hospitality customers and all organizations seeking to improve their reputational and operational posture.”
Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice of the customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include AOL, B/E Aerospace, Betfair, Charming Shoppes, Inc., Choice Hotels, Dell, E.ON, Expedia, Fidelity Gaylord Hotels, Intuit, J.D. Power, L’Oréal, Marriott International, Nissan, PetSmart, QVC, Inc., Sage North America, Santander, United Airlines, Unilever, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with offices in Reston, Va. and London, U.K. For more information, visit www.clarabridge.com or on Twitter: @clarabridge.
With user generated content and reviews increasing in both number and importance, hotel and restaurant owners and operators have a simple choice: either ignore the cacophony of social media and hope for the best or proactively track and manage what is being said online in a way that deepens customer relationships, strengthens brands and boosts revenue. If you opt for the latter, then Revinate’s user-friendly software platform, custom-designed for the unique needs of the hospitality industry, is an irreplaceable tool. Revinate’s powerful technology monitors all of the important social media venues – including Twitter, Facebook and TripAdvisor – and provides instant alerts whenever your property or brand is mentioned. With information comes power: in this case, the power to please a disgruntled customer, monitor the competition and set yourself apart when it comes to guest satisfaction and loyalty. Based in San Francisco, Revinate counts the world’s leading hospitality brands as clients. To learn more, please visit www.revinate.com