• The customized online reputation management platform reaches 3,000 hotels worldwide.
  • A study conducted by
    AccorHotels, Trust You and     the Munich Ludwig Maximilian Universityproves the link between a hotel's online reputation and its performance.

Munich, Germany and Paris, France September 30th 2015 – AccorHotels has chosen TrustYou, the global leader in online reputation management, 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 centralizes 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, WiFi, 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;
  • Share customer feedback with teams.

This solution is now available in 3,000 AccorHotels worldwide and will reach 100% 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. Before booking a room, 95% of customers check other guests' insights online. The VOG platform is one of the key features in the Customer Centric program 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. We value TrustYou's expertise on this project, which is essential to us," saysEmanuel Baudart, Senior Vice President Customer Expertise & Loyalty.

TrustYou CEO Benjamin Jost adds, "TrustYou is proud to have been chosen to power the most innovative online reputation management solution in the sector. With The Voice of the Guest program, AccorHotels recognizes that a 360 degree view of guest feedback is fundamental to the vitality of the entire hotel organization. Hotels need an all-encompassing platform that allows them to improve their guests' experiences, occupancy rates and revenues. In that sense, AccorHotels is moving one step ahead."

To go further, AccorHotels and Trust You have recently conducted a study with the Munich Ludwig Maximilian University's Department of Statistics. The research, based on 225 AccorHotels hotels in Europe and 182 in Asia Pacific, has proven the link between a hotel's average review score on TripAdvisor and its operational performance.

Key findings of the study include:

  • If the share of 5-bubble reviews increases by 10%, the number of bookings increase by 10.2% in Europe and 7.8% in Asia-Pacific.
  • If a hotel's average review score on TripAdvisor increases by 10%, the number of bookings increases by 2.2% in Europe and 2.9% in Asia-Pacific.

This research also mirrors' AccorHotels' commitment to reinforce its expertise in the fields of big data and predictive analysis.Full details on the study are available here.

ABOUT ACCORHOTELS AccorHotels is a Group united by a shared passion for hospitality and driven by a shared promise to make everyone Feel Welcome. Over 180,000 women and men in 3,700 AccorHotels establishments look after thousands of guests every day in 92 countries. AccorHotels is the world's leading hotel operator and offers its customers, partners and employees: - its dual expertise as a hotel operator and franchisor (HotelServices) and a hotel owner and investor (HotelInvest); - a large portfolio of internationally renowned brands covering the full spectrum, with luxury (Sofitel, Pullman, MGallery, Grand Mercure, The Sebel), midscale (Novotel, Suite Novotel, Mercure, Adagio) economy (ibis, ibis Styles, ibis budget, adagio access and hotelF1) establishments; - a powerful marketplace and loyalty program Le Club AccorHotels - almost half a century of commitment to corporate citizenship and solidarity with the PLANET 21 program. Accor SA shares are listed on the Euronext Paris exchange (ISIN code: FR0000120404) and traded in the USA on the OTC marketplace (Code: ACRFY)

Über TrustYou

TrustYou optimiert Kommunikations- und Feedback-Prozesse in der heutigen, schnelllebigen Geschäftswelt. Mit dem Bewusstsein für die Bedeutung vereinter Kommunikationskanäle konzentriert sich das Unternehmen darauf, sofortige Antworten über bevorzugte Kundenkanäle bereitzustellen. Das Zuhören von Gästefeedback ist ein wesentlicher Bestandteil, um Kunden zufriedenzustellen, Produkte und Dienstleistungen zu verbessern und die allgemeine Geschäftsstrategie zu optimieren.

Im Mittelpunkt von TrustYou steht die Customer Experience Platform (CXP), eine stabile Lösung, die nahtlose Kundeninteraktion ermöglicht. CXP ermöglicht es Unternehmen:

  • Gästewünsche effektiv zu hören und darauf zu reagieren, um endlose Möglichkeiten zu schaffen.
  • Umfassende Erkenntnisse von verschiedenen Online-Plattformen zu verstehen, um eine informierte Entscheidungsfindung zu ermöglichen.
  • Hotelbewertungen auf Websites und Google zu präsentieren und positives Feedback zur Steigerung der Buchungen zu nutzen.

TrustYou setzt sich dafür ein, es Unternehmen möglich zu machen, Vertrauen aufzubauen, fundierte Entscheidungen zu treffen und in ihren Branchen erfolgreich zu sein. Erfahren Sie mehr über TrustYou und unsere CXP-Plattform unter www.trustyou.com.

Über unsere Plattformen

Customer Experience Platform (CXP): TrustYou's "CXP" (Customer Experience Platform) gewinnt an Bedeutung und bietet essentielle Kundeninformationen auf einen Blick. Diese innovative Lösung liefert handlungsorientierte Informationen, die auf spezifische Bedürfnisse auf Objekt- und Kettenebene zugeschnitten sind und neue Standards in der Branche setzen.

Customer Data Platform (CDP): TrustYou präsentiert stolz die Customer Data Platform (CDP) als Antwort auf die wachsende Nachfrage nach verbesserten datengetriebenen Einblicken und Personalisierung. Diese innovative Lösung sammelt und konsolidiert Kundendaten aus jedem Kundenkontaktpunkt, um einheitliche Kundenprofile zu erstellen und Einblicke in das Kundenverhalten in der gesamten Organisation zu bieten. In einem zweiten Schritt integrert sich CDP mit Best-of-Breed-Marketingzielen wie Mailchimp und Google Ads, um effektive Marketingkampagnen durchzuführen und Direktbuchungen zu erhöhen.

Für weitere Informationen besuchen Sie: www.trustyou.com

Katharina Heitmann
Marketing Director
+49 89 54 80 29 25