Online Reporting System

Current client reporting system can be accessed here.

Blog

  • Tracking web traffic reveals key insights into your online presence

    Lou Bellaire | Sep 18, 2017
    Data is a huge deal at SMG. We’re constantly looking for more ways to bring better insights to our clients—and our data science team is leading the search. Always thinking about what our clients might want to learn about their customers, we figure out what it would take to help them do it.
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  • Themes to watch in the restaurant industry

    Katie Cofer | Sep 15, 2017
    SMG is looking forward to spending time at this year’s MUFSO conference in Dallas, seeing familiar faces and meeting new ones. Every year we leave with our brains buzzing, ready to put everything we learned into practice. MUFSO gives us a chance to meet with top restaurant industry leaders, innovators, thinkers, and doers. We get a chance to step into our clients’ shoes—so we can know more about their business, and how to help them prepare for what’s on the horizon.
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  • SMG featured in two key Independent Research Firm directories

    SMG Insights | Sep 12, 2017
    Service Management Group’s (SMG) technology capabilities are featured in the Forrester Voice of the Customer Vendor Landscape 2017 published this month. Forrester also recognizes SMG’s customer experience (CX) insights capabilities in The Insights Services Directory, Q3 2017 published in August. SMG is a global leader in customer experience measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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  • Don’t sacrifice insights for a shorter survey

    Kelcey Curtis | Sep 8, 2017
    Short surveys are all the rage in today’s customer experience measurement (CX) landscape. Unfortunately, some organizations are cutting survey content at the expense of valuable insights. In an earlier blog, we touched on some of the pros and cons of shorter surveys. Now we would like to give you a guide to help you make the right decisions for your measurement strategy.
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  • SMG Employee Spotlight—Ashley Knitter

    Employee Spotlight | Sep 6, 2017
    Our Employee Spotlight series highlights what makes SMG work—our people. Learn more about the team that brings technology and insights together, and what it’s like to work here. Get to know Ashley Knitter—Solution Developer and Thursday’s Core Galore ringleader.
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  • 6 ways to get great CX feedback on your branded app

    Derek Swords | Aug 31, 2017
    There’s no doubt mobile will act as the primary enabler for the growing digitization of the customer experience. In the next 10 years, no new device will overtake the scale of the more than 6 billion mobile phones on the planet.
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  • Fear of missing out? Don’t skip SMG Client Connect 2017

    Jeremy Michael | Aug 28, 2017
    I’m often accused of being too nice. Clients tell me I should be far more blunt with them when their CX scores are not looking good. They also ask me to tell them more about what everyone else is doing. You can imagine the scenario: a client’s scores are up 2%, but how does this compare to the other brands in their sector? How has Brand X achieved a 6% increase, despite suffering from similar market conditions as the other retailers? How have they managed to create a culture whereby CX is genuinely a part of their business? What new technology is SMG developing to help us over the coming years?
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  • Survey length—Big punch, small package

    Franci Erdmann | Aug 24, 2017
    Once your customers have started your survey, you want them to stick around ‘til the end. A huge factor in getting a good feedback sample is survey length. And with so many people completing surveys on mobile devices, it’s even more important. Here are some ways to ensure your surveys are short enough to encourage good customer participation, while still getting the deep insights you need to inform better business decisions.
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  • Can’t be fast? Be friendly.

    Jim Sellers | Aug 22, 2017
    In today’s world, we expect everything to happen instantly—instant messaging, instant rebates, instant meals. And when everything is moving faster, customers expect you to keep up the pace. Brands have made huge strides in automating and streamlining standard processes in their customer journey—including things like mobile ordering, buy online/pick up in-store options, drive-thru windows, and on-demand delivery—but sometimes being fast remains an obstacle.
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  • Don’t trip up your brand experience—5 CX survey pitfalls to avoid

    Jennifer McKenzie | Aug 17, 2017
    Surveys are the driving force behind understanding the customer experience. Customers see surveys as an extension of your brand, and when done right, they can positively drive your business strategy. To position your CX program for success, we’ve got 5 common pitfalls to watch for in survey design.
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  • Don’t let your CX program flame out—establish a steering committee

    Nichole Wright | Aug 14, 2017
    Learning something new can start you on a rollercoaster of emotion. Once we know the benefits we might get, we often want to jump right in. We fantasize about who we’ll become, and the endless pool of possibilities that wait on the other side of the learning curve. Once we take the first step toward the edge, however, we find plenty of obstacles stand between us and our goal. Our excitement wanes. We feel deflated and tired. We tell ourselves things like “If only I had known what to expect, I could’ve planned ahead.”
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  • How to build a loyalty strategy that measures behavior + emotion

    Emily Gates | Aug 10, 2017
    Think about your last purchase: Did you buy from a brand that was convenient—maybe on your route from home to office? Or did you buy from a brand that you visit over and over not because it’s particularly convenient or affordable—but because it’s a brand you love and want to spend your money with?
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  • SMG acquires Catalyst Healthcare Research to bolster expertise and growth

    SMG Insights | Aug 8, 2017
    SMG, on August 1, purchased Nashville-based Catalyst Healthcare Research (CHR) to accelerate strategic expansion within the healthcare category. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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  • Survey structure—Making surveys make sense

    Franci Erdmann | Aug 2, 2017
    Getting a useful feedback sample is more than getting a lot of responses—the quality of those responses matters, too. Structuring your survey appropriately has a huge impact on the usability and depth of the feedback you get. Studies show the order of asks influences how people respond, so it’s important to be strategic in your planning. Questions that come earlier in the survey can provide context to questions that come later, so we recommend paying special attention to these best practices to get the most successful survey sample possible.
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  • Proving CX program value: How to tie scores to business results

    Kelcey Curtis | Aug 1, 2017
    Make customers happy. Get rewarded. Even simple, tried-and-true strategies like that one are hard to execute consistently. That’s why leading brands are investing more resources into customer experience (CX) measurement programs, which allow them to collect, analyze, and act on customer feedback in real time. But with increased investment comes increased pressure to produce tangible results.
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  • Streamline your unsolicited feedback for better insights and better business

    Charlie Moore | Jul 27, 2017
    Unsolicited feedback can give you insights your brand didn’t even know it needed. Customers can tell you aspects of their experience beyond what you’re asking in your surveys. Offering your customers an open-ended way to reach out to you is critical to running a successful CX program—but knowing how to manage that feedback can be a whole other animal.
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  • 3 tips for traditional retailers navigating a world gone omni

    Todd Leach | Jul 24, 2017
    If you work in retail and are lucky enough to find a moment to stand still, you might feel the ground moving beneath you. That’s because the seismic shift from traditional retail to omnichannel dominance has quickly gone from headline fodder to harsh reality.
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  • Say it with a smile—what emojis can tell you about customer sentiment

    Lou Bellaire | Jul 19, 2017
    SMG thrives on data. And our Data Science team is responsible for narrowing down the massive datasets we collect into granular patterns in consumer preferences and behavior. We use advanced algorithms and rigorously test new concepts to get down to the insights that deliver real value to our clients. Those insights are what helps them make the better business decisions that drive loyalty and growth.
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  • Millennials in the workplace: Myths, misconceptions, and tips

    Jeff Jokerst | Jul 17, 2017
    Lazy. Entitled. World champions of participation with trophies to prove it. A lot of unfavorable (and unfair) labels get thrown around when discussing millennials. And if you’re an HR professional, those labels may raise some alarms about what that means for you over the coming years.
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  • 3 key ways omnichannel is changing expectations—part 3

    Todd Leach | Jul 13, 2017
    Customers have more power in the marketplace—and more information—than ever before. That may feel like a loss of control for retailers, but it shouldn’t if you know how to field the change in landscape. Understanding how to pivot your approach to customer service can turn this change in customer behavior into an advantage—and differentiate you from your competitors.
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