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Online Reporting System

Current client reporting system can be accessed here.

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Tech-enabled customer insights delivered across your enterprise.

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Solutions

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
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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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

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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Client Partners

Caribou Coffee
Applebee's
Pandora
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amc
Taco Bell
Firehouse Subs
McDonalds

Featured Resources

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Best Practice Guide

The essential guide to text analytics for CX pros

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ebook

ebook | The ultimate guide to omnichannel CX

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Report

An Executive Critique of the Customer Experience

From Our Blog

Protect your brand: Establish trust with employees

Employee engagement has many advantages: decreased turnover, better customer service, an increase in sales performance. But an often overlooked benefit to having more engaged employees is the decrease in employee theft. It’s an unpleasant thing for any employer to think about, but the reality is it happens and it needs to be addressed. But before you jump in and make any rash decisions, take a step back and ask yourself one question: Have I done what I can to foster loyalty within my employees?

Loyalty has nothing to do with how long an employee has worked at a company—it’s about how they are treated. The employees we survey constantly say they want to feel appreciated and do rewarding work. They want to feel that they are part of something bigger and have a real impact on the bottom line. That creates engagement, and our research has shown that engaged employees are more loyal

This goes both ways—along with your need to trust them, they need to trust you, too. Establishing that trust starts with communication. For example, if you want to know if your employees are happy and engaged, there is no better way than to ask them. You don’t have to wait until the annual employee survey, either. If you feel like it’s the right time, ask.

In partnership with Balance Innovations and based on their recent published report, our co-authored article “Are happier employees less likely to steal?” explores the correlation between employee engagement and financial risk, and how you can mitigate this challenge. To learn more, read the full article here.

Brinda Swanson | VP, Strategic Partnerships

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