“Customer Alliance has performed very well for us. Despite the popularity of the aquarium, Acquario di Genova ranked only 7th on TripAdvisor for attraction in Genoa. In order to address the discrepancy between the real experience guests were having and the one portrayed on the various online portals, we sought a solution which would allow us to move from a passive management of online reputation to a proactive and strategic one. After a few months of collaboration with Customer Alliance, we secured the fi rst place for attraction in Genoa on TripAdvisor. By communicating with the customer before their visit, thanks to the pre-stay questionnaire, and after visiting the aquarium, we were able to optimize the experience and consequently gain more positive feedback. This ultimately resulted in exceeding our highest expectations, being named as the 5th best aquarium in the world.”