SMG CX

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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. Having the ability to create, target, and deploy experience feedback channels in a rapid fashion is essential to delivering on the heightened demands of your customer base.

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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. Because if you’re not, there’s a big chance you’re falling short on expectations and customers are taking their business (+ loyalty) elsewhere.

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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. This progression is called The Service Profit Chain, and it’s the principle SMG was founded on.

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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.

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What role Net Promoter Score should play in measuring the customer experience (+ answers to your other most pressing NPS questions)

SMG CX

Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.

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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.

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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.

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