SMG CX

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.

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.

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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

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.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

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

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

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.

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

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!

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

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

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 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

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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.

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.

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.

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

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.

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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.”.

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!

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

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

Measuring Up: Choosing the Right Score for Your Community

Speaker: Nichole Devolites, Director of Customer Experience at SecureAuth

On Tuesday, April 20th at 12 PM EDT as Nichole Devolites will share an exclusive webinar on the top three scoring systems (NPS, CSAT, and CES) and what they are used for. Register today for the webinar!

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

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.

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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.

Customer Engagement Is a Two-Way Street

Two-way engagement means creating opportunities for conversation. Go beyond the obvious step of responding to complaints and comments; your customers want and deserve more than that. Implement these four tips to boost your two-way engagement.

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.