TripAdvisor partners with Medallia for customer engagement


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Medallia and TripAdvisor Partner to Help Hospitality Companies Encourage
More Online Guest Reviews

Guests invited to share reviews on TripAdvisor during the survey process;

Hospitality companies alerted to new reviews as they are posted

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 email. 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.”

About Medallia

Medallia is the customer experience management company. Founded in 2001, the
company is trusted by the world’s leading brands including Best Western,
Four Seasons, Gold’s Gym, Sephora, Sony, and Verizon to improve customer
experiences. Medallia provides a cloud-based software platform, which
captures feedback across Web, social, mobile, and contact center channels,
analyzes it in real-time, and enables companies to take action to drive
customer delight. Learn more at and follow the
company at, on Twitter @Medallia, and on

About Trip Advisor

TripAdvisor is the world’s largest travel site,* enabling travelers to plan
and have the perfect trip. TripAdvisor offers trusted advice from real
travelers and a wide variety of travel choices and planning features with
seamless links to booking tools. TripAdvisor branded sites make up the
largest travel community in the world, with more than 60 million unique
monthly visitors*, and over 75 million reviews and opinions. The sites
operate in 30 countries worldwide, including China under
TripAdvisor also includes TripAdvisor for Business, a dedicated division
that provides the tourism industry access to millions of monthly TripAdvisor

TripAdvisor, Inc. (NASDAQ: TRIP) manages and operates websites under 19
other travel media brands, and together the sites attract more than 75
million unique monthly visitors.**

*Source: comScore Media Metrix for TripAdvisor Sites, Worldwide, January

**Source: comScore Media Metrix for TripAdvisor, Inc. and its subsidiaries,
Worldwide, January 2013

SOURCE TripAdvisor

1 TripBarometer by TripAdvisor, Global insights from tourists and
accommodation providers, conducted online from Dec. 7 2012 to Jan. 7 2013.
The total sample for the total business sample is 19,447.

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