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customer experience
Customer Experience

Your customers are talking and we speak their language. We know the right questions to ask and the best way to deliver actionable insights that help you impact the conversation.

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Brand Research

What customers think and how they act can be different. That's why we track pre-purchase, purchase, and even non-purchase behavior against your brand and your competition.

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employee engagement
Employee Engagement

Your customer experience is tied to your employee experience. We have the tools that uncover the heart of your organization, decreasing turnover and increasing sales performance.

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We make your business our business. We connect what matters to your customers with what matters to you, understanding the unique behavior motivators and operational demands of your industry.

Focus On Innovation

The smg360 Reporting App
When your front line is hustling, your data access needs to keep pace. Introducing the next generation smg360® app, designed to keep your team on track and identify performance issues at-a-glance. One-click access allows unit and field managers to get the data they need when and where they need it and helps department leaders and executives make more informed decisions. Available for phone and tablet, the smg360 app delivers real-time information for real-time action. It's not just a player in the industry; it's a whole new game.
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Featured Resources

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Report

The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

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Best Practice Guide

The essential guide to text analytics for CX pros

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Five things we have learned from talking to more than 1 billion people

From Our Blog

How can you engage others to achieve your business goals?

For the final post in “The Curiosity Muscle” series, best-selling author and previous SMG Forum keynote speaker Diana Kander weighs in on how to create the most innovative version of yourself and your business.

Diana_Kander_blog_1

Some may think the hardest part about building a successful company is getting it off the ground and establishing dominance in the competitive marketplace. But over the last few years of working with many Fortune 1000 companies, I’ve learned that it’s much harder to stay at the top than it is to get there. And it’s not just due to the dynamic nature of business—it’s more about ego.

The one common denominator of businesses that can’t sustain their market dominance is that they let their success destroy their curiosity. With a false sense of security in believing that they know what customers and employees want, they quickly lose touch and ultimately crash into irrelevance. 

In The Curiosity Muscle, we demonstrate how a loss of curiosity hurts companies and how it can be repaired. In previous blog posts, my co-author Andy Fromm explored the first 3 questions every company should ask to maintain their competitive advantage:

  1. What are your blind spots?
  2. Are you focused on the right things?
  3. What can you test?

Now it’s time to roll up your sleeves and get to work by answering one last question: How can you engage others to achieve your goals? Here’s how:


Ask your team for their input

By ridding yourself of a know-it-all attitude and checking your ego at the door, you’ll soon realize that you have access to a vast number of resources. Your organization is full of people who have a much closer view of the customer and key insights on ways to make your company better.

Empower your employees to provide feedback. Showing them that you value their input not only helps you come up with better ideas, but it makes employees feel valued and gets them more invested in the success of the company. By knowing they are making a difference and seeing that their feedback is valuable, they will become stronger advocates for your brand.

Encourage managers to also seek suggestions

When managers enter a leadership role, they may feel pressure to have all the answers and will fail to reach out for suggestions. They don’t want to seem weak. But by not seeking out ways to grow or improve, their performance will grow stagnant or worse, deteriorate.

Give your managers not only the opportunity, but encouragement to accept that they don’t know everything. Send the message that curiosity is a leader’s greatest asset—driving constant innovation, improvement, and the bottom line.


Stay curious

Curiosity is the new competitive advantage and can serve as the catalyst for exponential growth—and to get better results, you have to learn how to ask better questions. Employee and customer feedback is imperative to the success of your business—not just today but for the future. You don’t know everything—and that’s a good thing. Just stay curious and you’ll ensure your continued success.


Diana Kander | Innovation Catalyst

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