SMG CX

3 ways to provide safe service + elevate your customer experience management program in a pandemic era

SMG CX

The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance? CX Programs

3 ways to enhance your digital transformation efforts + evolve your experience management program with DIY feedback

SMG CX

As this last year has demonstrated, it’s critical for brands to remain agile as customer + employee behaviors, expectations, and needs continue to evolve.

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Software with a Service (SwaS) vs. Software as a Service (SaaS) | 4 differentiators to help shape your experience management program

SMG CX

Whether your experience management (XM) program has just recently launched, been live for decades, or is simply an idea at this point, it’s never the wrong time to evaluate how well your organization is listening to customers + employees and acting on those insights.

How to leverage The Service Profit Chain to connect employee engagement, the customer experience, + business outcomes

SMG CX

Why should employee engagement efforts be at the top of your organization’s priority list? Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly to growth in sales and profits.

2021 CX Trends Report

In this e-book, you’ll discover the origins of CX, the evolution into an actionable tool for customer feedback, and where the future of CX is moving towards.

What 18,000 consumers revealed about their online shopping + delivery expectations (spoiler: you don’t have to be Amazon to get their business)

SMG CX

With last year’s accelerated surge in digital and cross-channel shopping—which included 146% growth in all online retail orders in the U.S. and Canada alone—brands were forced to take a critical eye to their digital transformation maturity and work quickly to evolve their strategies.

Expert Spotlight: Jacqui Mueller | Senior VP, Client Insights

SMG CX

Today we hear from Jacqui Mueller—Senior VP, Client Insights—and learn what changes she’s seen in the experience management (XM) space in the last decade, what goes into building a trusting partnership, and what makes SMG’s software with a service (SwaS) approach so effective.

3 key takeaways from the 2020 Gartner Magic Quadrant for Voice of the Customer

SMG CX

SMG has been recognized as a Visionary in the November 2020 Gartner Magic Quadrant for Voice of the Customer—a detailed report delivering in-depth profiles for 15 vendors in the experience management (XM) space. SMG News CX Programs

Derive more value from your customer experience program through data integration with out-of-box connectors + open APIs

SMG CX

While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed. Data Science CX Programs

Customer experience management FAQs | How to maximize your XM investment + drive business outcomes

SMG CX

Partnering with the right experience management (XM) provider can help you get smarter about your customers and employees—driving changes that increase loyalty, reduce churn, + generate revenue. CX Programs

Optimizing Your Customer Journey In 2021

You know it’s important to optimize your customer journey, but you’re not sure which part of that journey to focus on. Customer interactions across multiple touchpoints mean it can be tricky to isolate a specific part that’s going to deliver the best results for you - and your customers. Creating a strong customer experience is now one of the most important priorities businesses focus on. Don’t be left behind. Time to take a customer first approach & start looking at strategies you can implement to optimize your customer journey. Download the guide today!

How the right feedback incentive will increase engagement in your customer experience management program + drive business outcomes

SMG CX

Great insights start with great feedback—and great feedback depends on a healthy sample of responses. But as much as we’d love for customers to offer abundant, thorough, and honest feedback purely out of the goodness of their hearts—we know that’s not always the reality. CX Programs

Q4 tech enhancements round out 2020 with SMG’s continued focus on experience management platform innovation

SMG CX

The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business.

3 ways to humanize feedback with online ratings + reviews

SMG CX

Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with these consumers and “bring the real voice of the customer front and center” will come out ahead.

With third-party delivery usage up, here are 3 ways restaurants can protect the customer experience

SMG CX

As people around the U.S. hunker down at home, the age-old question “What’s for dinner?” is more often being answered with the help of a food delivery app.

A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Improved marketing conversion, happy customers, and faster growth - that’s only three things that can be accomplished by just listening to your customers. Customer feedback is an extremely invaluable tool to keeping retention high, attracting new business, and improving the general operations of your business. The question is - how do you capture all this? Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer interaction.

Uncover the “missing middle” of customer experience feedback with text analytics | 6 components your TA solution needs

SMG CX

Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insights you need to take informed action on customer feedback. CX Programs Products + Technology

3 components every employee engagement program needs to drive meaningful change to your customer experience + bottom line

SMG CX

Prioritizing the employee experience (EX) has never been more critical.

How Hand and Stone listened to customers at critical moments and delivered highly satisfying experiences amid COVID-19

SMG CX

As a massage and facial spa, the pandemic created significant operational challenges for Hand and Stone. To help guide its reopening strategy, the brand wanted to take member feedback into account and implement operational changes to ensure customers felt safe during their visit. CX Programs

5 tech capabilities experience management programs need to support complex enterprises

SMG CX

While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. CX Programs Employee Engagement

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

3 Ways Restaurants Can Deliver Superior Service + Continue To Evolve the Customer Experience

SMG CX

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures. Industry Trends Data Science Brand Research

How video feedback will enrich your employee + customer experience management program and 4 steps to a seamless implementation

SMG CX

Presented with a never-ending stream of seemingly disconnected data, experience management (XM) leaders often struggle to engage stakeholders and drive action. CX Programs Employee Engagement Social CX

Data 52

Top third-party delivery trends in the UK and how restaurants + providers can partner to maximise ROI

SMG CX

To help restaurants + third-party delivery providers collectively navigate the influx of off-premise dining during this period of uncertainty, we gathered feedback from 4,700+ consumers in the UK.

CX Day 2020 | A celebration of providing safe customer experiences

SMG CX

To commemorate CX Day 2020—a global celebration of exemplary customer experience and the professionals who make it happen—we asked fellow SMG-ers to share some stand-out experiences they’ve had this past year and what businesses are doing to put customers’ health + safety first. SMG News CX Program

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

3 ways to provide customers with an optimal mobile experience

SMG CX

As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to provide a seamless and simple mobile experience has never been higher. Data Science CX Programs

How the coronavirus is impacting this holiday season + ways retailers should adjust their customer experience strategy

SMG CX

Whether your brand is already in holiday prep mode or slightly late to the game, SMG’s most recent research—gathered through our proprietary market intelligence tool BrandGeek®—will be a useful source as you navigate your way through this unprecedented holiday shopping season.

Tools 52

How to improve business outcomes with an insights-driven customer experience management program

SMG CX

Data-driven brands and insights-driven brands are heading in different directions. In “Build An Insights-Driven Business”, Forrester reports, “Insights-driven organizations are growing at an average of more than 30% annually and are on track to grow eight times faster than global GDP.”.

3 things to look for when assessing business intelligence software

SMG CX

With a growing volume of feedback and behavioral datasets at their disposal, brands are investing more resources in customer experience management than ever. Products + Technology CX Programs Employee Engagement

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How healthcare providers can manage the patient experience and employee experience through COVID-19 + beyond

SMG CX

Following the initial limited-services phase of the pandemic, healthcare providers and patients are still settling into a new normal. Employee Engagement Industry Trends CX Programs

Providing a consistent brand experience across locations amid varying COVID-19 state guidelines

SMG CX

Now that we’ve entered phase 2 of the pandemic and most businesses have reopened their doors to in-store customers, non-essential retailers are facing a new challenge: a consistent brand experience. Industry Trends CX Programs

How winning brands are prioritizing the health + safety of customers

SMG CX

As brands across industries continue to adjust operational procedures amid the pandemic, it’s vital to understand the shift in consumer expectations and adapt your XM strategy to these new priorities. CX Programs Industry Trends Brand Research

Optimize your digital experience management strategy to avoid these 3 common pitfalls

SMG CX

Here are the 3 most common pitfalls we help clients avoid while prioritizing their digital experience management (XM) strategies. CX Programs Employee Engagement

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Q2 tech enhancements help deliver deeper XM insights

SMG CX

SMG’s quarterly product releases are designed to inspire smart changes in our clients’ business, equipping them with purpose-built experience management (XM) technology. Products + Technology CX Programs Employee Engagement