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SMG CX
OCTOBER 21, 2020
The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance? CX Programs
SMG CX
MAY 5, 2021
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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SMG CX
APRIL 29, 2021
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.
SMG CX
APRIL 21, 2021
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.
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When customers communicate with companies, they choose the channel for quickest response, even if it’s not their preferred channel. Read about this disconnect, the preference for human-assisted channels, and how messaging improves customer experience.
SMG CX
APRIL 14, 2021
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.
SMG CX
APRIL 6, 2021
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.
SMG CX
MARCH 24, 2021
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.
SMG CX
MARCH 16, 2021
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
SMG CX
MARCH 3, 2021
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
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In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.
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SMG CX
APRIL 16, 2020
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.
SMG CX
FEBRUARY 18, 2021
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
SMG CX
FEBRUARY 10, 2021
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
SMG CX
JANUARY 28, 2021
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business.
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Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!
SMG CX
DECEMBER 17, 2020
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
SMG CX
DECEMBER 15, 2020
Prioritizing the employee experience (EX) has never been more critical.
SMG CX
DECEMBER 3, 2020
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
SMG CX
NOVEMBER 17, 2020
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
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Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.
SMG CX
NOVEMBER 10, 2020
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
SMG CX
NOVEMBER 4, 2020
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
SMG CX
OCTOBER 14, 2020
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.
SMG CX
OCTOBER 6, 2020
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
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We’ve all had surveys that we’d rather forget, but surveys are a critical element of your overall customer experience. Download this eBook and get the four key elements of a brand-building survey program. Use these tenets to help your surveys deepen your customer’s relationship with your brand.
SMG CX
OCTOBER 1, 2020
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
SMG CX
SEPTEMBER 23, 2020
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.
SMG CX
SEPTEMBER 17, 2020
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.”.
SMG CX
SEPTEMBER 2, 2020
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
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How has the pandemic changed customer expectations and CX strategies? From several verticals and a wealth of VOC data, we share key insights and examine if NPS has the same predictive power. See how you should adjust your metrics!
SMG CX
AUGUST 27, 2020
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
SMG CX
MARCH 18, 2020
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.
SMG CX
AUGUST 12, 2020
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
SMG CX
AUGUST 5, 2020
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
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What kind of reaction do you notice when “voice of the customer” is mentioned at your company? Chances are it conjures up some mix of frustration, anxiety, disappointment, confusion, or avoidance. That’s because today, most companies fail to get a real payoff from their voice of the customer (VOC) investment. Your VOC program needs to be carefully designed; this eBook will guide you with the 4 dimensions for true success. Download the eBook today!
SMG CX
JULY 30, 2020
Here are the 3 most common pitfalls we help clients avoid while prioritizing their digital experience management (XM) strategies. CX Programs Employee Engagement
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