SMG White Papers show you how.

As the number of respondents taking web surveys on mobile phones continues to rise, optimizing web surveys for this technology is essential. Here, we explore differences in mobile phone usage around the world to get a better understanding of why optimizing for mobile technologies is so important. We also explain key elements of survey design that can improve response accuracy, reduce survey abandonment, and increase the integrity of data collected with mobile technologies.

In contrast to their reputation as a lazy, entitled, generation, US Millennials (ages 16-34) are actively engaged as consumers and influencers. Not only that, their potential as consumers of the future promises to be massive. Brands who forge meaningful relationships with Millennials now will benefit from their substantial spending power later.

The myths and misconceptions surrounding this market segment are discussed in The Millennial Consumer: Debunking Stereotypes by The Boston Consulting Group, Barkley, and SMG. Request a copy now to discover new findings, surprising revelations, and strategies for success with Millennials.

Executives of multi-unit organizations are taking customer experience measurement to the next level. Service Management Group (SMG) recently conducted interviews with top executives on how customer satisfaction data is driving organizational change and business results. During these conversations, executives delved into the foundational elements of their measurement programs and what’s next in the customer experience journey.

The sheer size, spending power and affluence of the Millennial generation cannot be denied. The business challenge is communicating with this technology-savvy, socially aware audience in a way that builds brand loyalty and connectedness.

Enter American Millennials: Deciphering the Enigma Generation, an in-depth study of the most significant consumer demographic in the US. The research, based on more than 5,000 customer surveys, presents a fascinating profile of the Millennial consumer as well as insights to help you make the connection.

Research shows a direct correlation between the number of customers who are willing to recommend a particular store or restaurant and the sales growth for that location. Now, technology enables customers to connect with a brand and share their experiences more quickly and broadly than ever before. SMG's latest white paper, "Connecting with Customers Beyond Your Customer Experience Survey," introduces tools to help you bolster the bond between customers and your brand. 

Attempts to manipulate scores distort customer feedback. Find out how to identify and address this concerning behavior so you can make better decisions. Score manipulation, whether intentional or not, can impact the authenticity of Voice of the Customer data. Learn about the different types of gaming and how to combat them with proactive measures. SMG’s white paper, "Gaming and Manipulation of Scores," reveals strategies to ensure customer satisfaction data reflects the true customer experience.

SMG reveals three secrets to improving customer feedback gained through verbatim comments. Request a copy of SMG’s white paper, Want Better Insights from Text Analytics? Start by Eliciting Better Comments. You will discover how asking the right questions, the right way, can deliver rich feedback that reflects authentic experiences with your brand.

The definition of value has changed. In today’s unprecedented economic climate, it’s necessary that organizations revisit the rules governing value delivery. While price is certainly the easiest lever to pull, it is often the most detrimental in terms of creating and engaging brand evangelists. We find that more often value perceptions can be influenced more by the quality of the product and service provided than by price. The new consumer mindset may make them more selective, but consumers will always be willing to pay for great experiences.

There is no universal customer experience. Service expectations vary widely depending on your country of origin, and the impact of culture on your customers shouldn't be a mystery to you. It's critical to be aware of cultural biases—whether you’re operating nationally or internationally. Multi-unit companies, regardless of where they operate, benefit from systematic collection of customer satisfaction data to ensure a consistent customer experience from location to location. But what if those locations are in different countries? In this paper, we examine the impact of national culture on satisfaction survey scores using data from survey respondents in 36 countries. Armed with this information, we offer some suggestions for interpreting customer satisfaction data from different countries.

Top box (or highly satisfied) customer scores distinguish between an exceptional customer experience and an ordinary one. Research shows that only top box scores can dramatically impact comparative store sales. Joe Cardador, Chief Research Officer at SMG, presents the definitive case for how focusing on top box scores can yield superior sales growth. By relentlessly analyzing the percentage of customers who are highly satisfied, you will highlight stores that are creating (or destroying) customer lifetime value.