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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.LEARN MORE
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.
The bad news is sometimes customers provide negative feedback. The good news is it’s now easier than ever to take action. SMG’s case management is a centralized, multi-source platform for closing the loop on customer issues—providing you with tools to promptly respond, assign, track, and resolve problems for an effective service recovery process. By feeding all customer data to your smg360 dashboard, you can easily navigate reported issues and take immediate action toward resolution—building stronger customer relationships and driving brand loyalty.
Close the loop
How the grocery industry can earn “share of stomach” with fresh-and-prepared food
Five things we have learned from talking to more than 1 billion people
SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter:
This centralized, multi-source platform gives you tools to promptly respond, assign, track, and resolve customer issues for an effective service recovery process. Some notable features include:
Operational risk alerts
Through predictive analytics, you can now be alerted to high-impact, low-frequency food safety issues in real time. With configurable thresholds, you can determine the correct measures for minimizing false positives and mitigate operational risks.
Report-builder + other advanced enhancements
The smg360 reporting platform is designed for customizable, role-based data views, powerful analysis, and prescriptive information. Notable new features include:
With 2020 on the horizon, we’re working hard on our last round of tech enhancements for 2019. We’re excited to continue evolving our technology in ways that benefit our clients and drive meaningful change in their organizations.
In the meantime, learn more about how case management can help you improve your service recovery process by downloading the best practice guide Close the loop: 5 ways to resolve customer issues + drive loyalty.
Bennett Gamel | VP, Product Management