SMG CX

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.

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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.”.

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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

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

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

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.

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

Work from home: 3 tips for a successful telecommuting strategy

SMG CX

With the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday.

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Grocery shopping during COVID-19: How are consumer preferences changing?

SMG CX

The current reality of food shopping has shifted, and grocery stores have stepped up to make item availability, health, and safety a priority for customers. With new information being released every day, consumer preferences are changing by region.

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

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Adjust your XM strategy to align with these 5 shifting consumer trends

SMG CX

Industries across the board are having to prove their agility to keep up with the ever-evolving needs and expectations of customers during the COVID-19 pandemic. In such uncertain times, it's the brands that remain responsive and adaptive that will win customer loyalty and stay ahead of the curve.

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

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

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. CX Programs Social CX

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The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

SMG's exclusive Interactive Grocery Playbook provides actionable steps along a 3-phased journey to evolve your XM program

SMG CX

Businesses across the globe face a once-in-a-generation challenge that’s fundamentally reshaping consumer behaviors and business operations in a way few thought possible. Industry Trends CX Programs Employee Engagement

3 reasons to attend xfluence, the premier experience management conference

SMG CX

I’ve been attending SMG events for more than 10 years. The one thing I consistently hear from clients is there is no better opportunity to connect with fellow peers and share meaningful conversations about program successes and challenges. CX Programs

Cross-channel shopping trends to prepare for in 2020

SMG CX

In 2010, everyone thought e-commerce would eventually make traditional touchpoints obsolete—so retailers scrambled to keep up with the new normal by focusing on improving their digital touchpoints separately from the brick-and-mortar experience.

5 digital CX mistakes you can avoid

SMG CX

Customers expect interactions with brands across all industries to be convenient and customized—particularly when it comes to digital experiences. And not only do today’s consumers have less patience, they believe companies should understand (and anticipate) their needs. Omnichannel CX Programs

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

SMG moves into 2020 with tech enhancements focused on feedback innovation

SMG CX

The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology. Products + Technology CX Programs

Data integration is the easiest way to gain a holistic view of the customer experience

SMG CX

As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures. CX Programs Data Science Industry Trends

How can ratings + reviews be leveraged to increase revenue and prove ROI?

SMG CX

In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering. CX Programs Social CX Omnichannel

Why CAHPS alone won’t satisfy the growing demand for top-notch patient experience

SMG CX

79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place. CX Programs Healthcare

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

The impact of COVID-19 on summer travel + how c-stores should adjust

SMG CX

Despite the pandemic drastically altering most summer vacations this year, 58% of consumers still plan to travel over the Independence Day weekend. To get a better idea of what those travel plans look like and what customers expect of brands, we collected feedback from more than 7,600 consumers. Here are the top themes we uncovered. Industry Trends Data Science Brand Research

Trends in off-premise dining + why restaurants should (still) prioritize digital efforts

SMG CX

Since the onset of the pandemic, off-premise dining has been a lifeline for restaurants and consumers craving food from their favorite establishments. As dining rooms shut down, more customers hit up drive-thrus or turned to digital channels to place pick-up and delivery orders. In fact, our latest research shows half of consumers say they’ve ordered food online more frequently since COVID-19. Data Science Industry Trends Brand Research

These time-saving capabilities are vital in a ratings + reviews management solution

SMG CX

Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough.

Provide a consistent customer experience across retail channels

SMG CX

While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How the financial impact of COVID-19 is reshaping consumer behaviors

SMG CX

While the impact of the pandemic first showed up in global markets and financial projections several months ago, the downstream effects on employment are still being revealed daily. Data Science Industry Trends Brand Research

4 best practices from U.K. essential retailers to use in your reopening strategy

SMG CX

As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic. Essential businesses have shown what it takes to provide an outstanding customer experience in a very challenging environment. Industry Trends CX Programs

What essential retail can teach us about prepping for the next normal

SMG CX

As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like. Industry Trends CX Programs

Coronavirus (COVID-19) | Top 4 ways to protect the customer + employee experience

SMG CX

As coronavirus (COVID-19) continues to have unprecedented global impact, your organization’s experience management (XM) strategy must be optimized to capture fast-changing feedback and provide rapid and actionable insight. Right now—when fear and uncertainty is amplified—empathy and transparency are key to earning the ongoing trust of your employees and your customers. CX Programs Industry Trends

The D&I Garden: Seeds of Innovation that Grow into Creative Breakthroughs

Speaker: Donald Fan, Senior Director of the Global Office of Culture, Diversity & Inclusion at Walmart Inc.

In the digital era, rife with uncertainty and ambiguity, innovation plays an essential role in sustaining organic growth and outperforming the global competition. Research proves time and again, there exists a robust bond between innovation and diversity & inclusion (D&I); our challenge is to help our leaders understand how to plant the seeds of innovation in the fertile D&I garden in order to drive a strategic and competitive advantage from the office and in the digital landscape.

How to optimize the curbside experience for customers

SMG CX

Social distancing guidelines and COVID-19 regulations haven’t just led to the closure of restaurant dining rooms and strict in-store shopping procedures—they’ve created a surge in curbside pick-up for all types of businesses. CX Programs Industry Trends