Red Roof Chooses Medallia to Transform its Customer Experience and Drive Retention

Medallia to Provide Experience Management Technology and Expertise for all Four Red Roof Brands

Medallia, Inc., the global leader in experience management, has announced that Red Roof, the award-winning leader in the lodging industry, has selected Medallia to power its experience management program to take advantage of real time feedback capabilities and seamless insights across channels.

Utilizing Medallia Experience Cloud, Red Roof will receive a detailed experience profile of each guest across their journey that they can use to improve their business operations, loyalty and profitability. Insights are collected in real time, which will enable Red Roof to adapt systems and services in the moment to ensure guest experiences exceed expectations. In addition to direct feedback, Red Roof will leverage Medallia to analyze its social reviews and take action to continue to increase customer loyalty. Medallia will provide real time insights to front line employees and senior operational leaders at all Red Roof brands, including Red Roof Inn, Red Roof Plus, The Red Collection, and HomeTowne Studios by Red Roof.

“We are thrilled to welcome Red Roof back to Medallia’s hospitality community,” commented Geoffrey Ryskamp, Medallia’s Global Head of Hospitality, Travel & Leisure. “Red Roof is taking an innovative approach to enhance the guest experience across their brands by gathering feedback during stay and within moments of departure.”

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The partnership reflects Red Roof’s unwavering commitment to providing unmatched experiences on property and while booking, with frequent innovations driven by continuous customer feedback.

“Red Roof is known for obsessively listening to customers and making changes in our business to better the guest experience based on their needs,” said Andrew Alexander, Red Roof’s President. “We are excited to partner with Medallia to accelerate customer-driven innovation and grow our business through loyalty.  We know that providing customers with an experience tailored to their needs will drive repeat, sustainable business.”

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Red Roof joins a roster of international hospitality leaders that rely on Medallia to anticipate and adapt to meet the high expectations of guests and employees. The platform is used by 7 out of 10 of the largest hospitality companies in the world, including Marriott International, Hilton, IHG, Four Seasons, and MGM Resorts International. Medallia’s Experience Cloud connects frontline staff and managers to real-time feedback from guests while measuring customer happiness, franchisee and employee experience, and the root causes to help brands get better.

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