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Annika Kobielak, responsible for Reputation Management at Stay KooooK, faced the challenge of managing an increasing amount of guest feedback across their urban living brand. With the expansion of their properties and an increase in online reviews, the task of responding efficiently and authentically to each one became increasingly overwhelming. The team initially struggled to personalize responses to short reviews, which hindered their ability to engage with guests effectively.
With MARA's AI-powered reputation management solution, Stay KooooK not only streamlined their review management but also achieved a remarkable improvement in response quality. This transformation allowed the team to focus on delivering exceptional guest experiences while ensuring that every piece of feedback was addressed promptly and thoughtfully.
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Objectives:
Stay KooooK is continuously expanding its urban living brand, leading to an increase in guest feedback. The increase in guest feedback necessitated a more efficient approach to review management. Before implementing MARA, the team faced significant challenges in responding to reviews, often struggling to craft personalized responses to short reviews.
Improve Response Quality
Stay KooooK aimed to significantly improve the quality of responses to guest reviews. The goal was to engage more effectively with guests and demonstrate a commitment to guest satisfaction.
Greater Efficiency
The team sought to reduce the time spent on crafting responses to reviews. Previously, staff members spent a significant amount of time per response, which was not sustainable given the increasing volume of feedback. The objective was to streamline this process to allow for quicker replies.
Multilingual Responses
Stay KooooK recognized the importance of responding to guest feedback in their native languages. They aimed to ensure that responses were not only accurate but also culturally sensitive and authentic.
Success with MARA
Reputation Manager Annika Kobielak said that With MARA, we've not only improved the quality of our responses but have also saved an immense amount of time.:
With MARA, we've not only improved the quality of our responses but have also saved an immense amount of time. The tool enables us to personalize every response while maintaining our brand voice across multiple languages. With the time we've saved, we can now focus more on direct guest services! MARA has truly transformed the way we manage our guest reviews and engagement.
The selection process:
During their research process, Annika Kobielak also researched TrustYou, and ultimately decided MARA Solutions was the best fit for them.
Reputation Manager Annika Kobielak said, about their decision:
We chose MARA because it offered us a comprehensive, AI-powered solution that addressed all our challenges - from improving response quality to saving time and even responding in multiple languages. It's not just a tool for us; it's a strategic partner that enables us to focus on what matters most - our guests.
Results
Implementing MARA revolutionized Stay KooooK's review management, enhancing efficiency and ensuring consistent, high-quality responses. This transformation not only improved guest engagement but also fostered a more enjoyable work environment for the team, solidifying MARA as a strategic partner in delivering exceptional guest experiences.
Improved Response Quality
MARA dramatically improved the quality of responses, providing a broad vocabulary and personalization to every reply. This consistency has significantly enhanced guest engagement and satisfaction levels.
Greater Efficiency
By using MARA, the time needed to respond to reviews has been significantly reduced. With more time on their hands, Annika humorously comments, "I can bake more cakes for my guests."
Multilingual Responses
MARA’s AI generates responses in multiple languages ensuring that all guests, regardless of their native tongue, feel valued and understood. This approach has further enhanced Stay KooooK's reputation as a truly global, guest-centric brand.
Experience MARA today
Just like Annika for Stay KooooK, you too can revolutionize your reputation management process and drastically improve your review response rate. Don't let manual processes hold you back. With MARA, you can streamline your operations and boost your online reputation effectively.
To see how MARA can transform your business, register for a free trial or schedule a demo call with us. Take the first step towards efficient review management today.
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