WHAT EXPERIENCE MANAGEMENT MEANS RIGHT NOW

The world changed quickly.
Let's change with it.

SMG combines end-to-end customer experience and employee experience management software with hands-on professional services to deliver actionable insights and help brands navigate uncertainty with precision.

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COVID-19 XM Playbook

Download SMG's industry-specific XM Playbooks and use the interactive strategy maps to keep pace with rapidly evolving customer + employee expectations—tracking your progress across a 3-phased approach designed to help your organization emerge from the pandemic as a stronger brand.

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Solutions

customer experience
Customer Experience

Your customers and patients 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 and drive customer satisfaction.

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employee engagement
Employee Experience

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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brand research
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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Industries

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

Digital CX

87% of shoppers begin product searches online, which means digital touchpoints are your first chance to make a great impression. SMG eTrack helps you gain deeper insights on both purchaser and non-purchaser behaviors with capabilities like an always-on feedback tab, session replay, and targeted survey triggers. And with integrated reporting, you can see digital feedback alongside your other touchpoints—so you understand exactly how to improve and optimize the customer journey to increase conversion rates and drive loyalty.

Client Partners

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Why SMG is the Industry Leader for Managed and Professional Services

There are many reasons to be proud of our performance in Forrester Wave™: Customer Feedback Management Platforms, Q1 2020. But we’re especially excited to be recognized by our clients for “the strong value they receive from [our] combination of technology and services.” Want to know more about the “actionable high-quality insights” clients are raving about?

Featured Resources

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Webinar

Third-party delivery disruption: Take control + protect your brand

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Best Practice Guide

Anatomy of a true CX insight

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Best Practice Guide

Ditch your CX data silos

From Our Blog

How winning brands are prioritizing the health + safety of customers

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. Customers are no longer blindly loyal—and heightened health + safety expectations mean they're turning to brands that take the precautions needed to regain their trust.

SMG's latest cross-industry research details what a safe service experience looks like to customers and how brands should adapt their approach to front-line hospitality in this new environment. Here are a few highlights:


Brands that don’t prioritize health + safety put customer loyalty at risk

With 75% of customers concerned about catching COVID-19, leading brands are taking extra measures to make customers feel safe when they venture out to a location. Our most recent study reveals nearly 1 in 4 consumers have stopped shopping a brand because they felt unsafe during a recent visit—so it’s no surprise to see health + safety protocols taking center stage across industries.

The impact of a single poor experience on future behaviors holds true even for customers who were previously brand loyalists. The pandemic continues to transform what drives purchase decisions—which means brands can no longer bank on what worked for them six months ago and must make strategic changes to accommodate these evolving customer demands.


Customers previously prioritized convenience—now it’s more about cleanliness

In 2019 (and much of the decade leading up to it), convenience was king. Customers were visiting brands that catered to their busy lifestyles and offered quick + seamless experiences. Today, prompt service is still important—but rising on that list is location cleanliness. Why? Because today, cleanliness is less about creating an aesthetically pleasing experience and more about making customers feel good enough about the brand’s health + safety standards to feel safe during the visit—and more likely to return to that location next time they decide to venture out.

When we asked consumers about what has become more important in their decision to visit a brand, cleanliness of location was the number one factor across industries.

cleanliness-of-location-by-industry-covid-graphic

It’s important to note that cleanliness isn’t just about being clean—it’s also about showing clean. Customers reported seeing staff clean frequently touched surfaces was the most important safety factor they expect brands to have implemented since safer-at-home policies were put into place.


Just “good enough” won’t be enough to keep customers coming back

A customer’s perception of your brand’s health + safety measures has a direct impact on their overall satisfaction—which is highly correlated with loyalty behavior, such as likelihood to return. Our data shows that customers who are highly satisfied with a brand’s health + safety efforts are 6.3X more likely to be highly satisfied with their overall experience.

customer-satisfaction-health-and-safety-covid-bar-chart-smg

Conversely, when customers are less than highly satisfied with a brand’s health + safety efforts, nearly half of them will not return within the next 30 days.


What steps to take next

Reestablishing customer trust amid a pandemic is no easy feat—but brands that take bold action and differentiate their safe-service model will secure short- and long-term customer loyalty. The key lies in understanding what your customer really wants and adjusting your front-line operations to deliver that optimal experience.

To learn more about the consumer trends driving these operational shifts and to get a 3-step action plan to optimize your XM strategy, watch the 20-minute on-demand webinar: Delivering safe service that wins trust + loyalty.


Jacqui Mueller | VP, Client Insights

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