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

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

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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

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.

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

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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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

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 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!

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.”.

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

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!

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

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

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.

Expanded integrations + text analytics visualizations lead Q3 tech enhancements—strengthening business outcomes through experience management insights

SMG CX

More than seven months into the pandemic, day-to-day operations continue to be in flux. That means experience management leaders (now more than ever) require technology that makes it easy to quickly surface insights, take action on those insights, and drive business outcomes. Products + Technology Industry Trends CX Programs

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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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. Since March 11—when the World Health Organization declared COVID-19 a pandemic and restaurants across the country shut down their dining rooms—many brands have turned to third-party delivery providers. Industry Trends CX Programs

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

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!

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

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

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

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions 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

7 food delivery trends every restaurant brand should know right now

SMG CX

Over the past few months—as people across the country sheltered in place—third-party food delivery became a vital channel for the restaurant industry. And while restaurant dining rooms are now starting to reopen, it’s clear the pandemic has impacted consumer behavior for the long haul. Industry Trends Products + Technology Brand Research Data Science

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

Your Guide to Boosting ROI Through Customer Support

Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

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