Strategic Solutions
SMG’s products and services make up a comprehensive solution set for companies who realize acting on the voice of the customer and voice of the employee is imperative for sales growth. Every year, we evaluate over 70 million customer experiences in 64 countries and 29 languages, for more than 200 brands. We’ve been at it for more than 21 years. You might say we’re in a committed relationship … with the truth.
SMG Solutions
Customer Experience Research Employee Engagement Research Customer Journey Mapping Customer Conversion Studies Contact Center Integration Market-Based Research Social Media Analytics Online Customer Experience Research
Customer Experience Research
The foundation of our business is evaluating and improving the customer experience, from the CEO to the store manager; from corporate headquarters to every individual location. It’s our job to help you make the most of your time with each customer. The insights we deliver are much more than data. They are the answers you need to take action.
Data Collection and Cleansing
- Comprehensive Survey Development Process
- Transaction-, Location- and Brand-Level Top Box and NPS Measurement
- Data Collection Methodologies (Mobile, Web, SMS, QR, IVR)
- Fraud Prevention and Data Authentication
Real-Time Actionable Reporting
- Role-Based Web and Mobile Reporting
- Business Intelligence Analytics Suite
- Text Analytics
- Unit-Level Improvement Planning
- Closed-Loop Processes
Analysis Services
- Financial Linkage Modeling
- Service Improvement Recommendations
- Industry Benchmarking
(Back to top)
Employee Engagement Research
In the customer’s eyes, your employees are your brand. Make sure they represent it well. It’s pretty simple: engaged, inspired employees lead to happier customers. And happier customers buy more, come back more and recommend your brand.
- Onboarding Effectiveness
- Employee Engagement
- Exit Perceptions
(Back to top)
Customer Journey Mapping
The customer experience doesn’t begin and end at your distribution center, sales representative, website, or call center. It starts from the moment the customer becomes aware of your company and may last until the customer retires, moves, or leaves you for another company. SMG’s customer journey mapping solution helps companies increase the breadth, depth, and duration of customer relationships to realize real and lasting value.
- Customer Persona Modeling
- Customer Needs Assessment
- Life Cycle Modeling
(Back to top)
Customer Conversion Studies
Just as important as why customers purchase something in your store is why they don’t. We can find the answers using customer intercepts, panel studies and GPS location technologies. Learn how to turn non-purchasers into repeat customers.
- Non-Purchaser Studies
- Share of Wallet Analyses
(Back to top)
Contact Center Integration
The call center is a critical customer touchpoint. We consolidate contact center, CRM, and other store-level information to give you a more complete overview of the customer experience.
- Post-Contact Experience
- Reporting Integration
(Back to top)
Market-Based Research
Whether you need to test new products, conduct customer research to meet specific objectives, or something completely different, we can help. Our team and technology are flexible and ready to provide a solution uniquely suited to your needs.
- Brand Impact/Brand Tracking
- Custom Panel Research
- Product Research
(Back to top)
Social Media Analytics
We’ll find the insights behind the online chatter about your brand. Our solution searches millions of sources, like blogs, social networks, news sources, Twitter and forums. Word spreads fast. Be sure you’re listening.
- Tracking and Analytics
- Advocate Engagement
(Back to top)
Online Customer Experience Research
Your website is yet another customer touchpoint. How does the user’s experience on your site measure up? Is it consistent with the in-store experience? Does it represent your brand appropriately? We’ll find out, and then we’ll give you the action plan you need to improve.
- Browsing Experience
- Purchaser Satisfaction
- Fulfillment Process
(Back to top)
Take Action!
This is just the tip of the research iceberg. Let’s sit down and talk about what SMG can do to help you grow your business.
Talk to us now. Call 800.764.0439.
Schedule a meeting
Email us
Explore SMG research
Read success stories from our clients
(Back to top)