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.
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.Learn More
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.LEARN MORE
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.
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.
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?
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Today we hear from Junichi Kato—Managing Director, Japan—and learn why he’s a big advocate of The Service Profit Chain, what it means to deliver the “total experience,” and how SMG is helping brands understand the value of prioritizing an experience management (XM) program.
Welcome to the team. What attracted you to SMG?
I was very passionate about this opportunity because I have been a big fan and true believer of The Service Profit Chain (SPC). To have a leadership position at an organization founded on the principle of the SPC was extremely attractive for me. I believed I could make immediate and long-lasting contributions at SMG through my international business, research, and service management experiences. Additionally, I thought my practical experience of coaching staff and building high-performing teams would be an asset to the organization.
What about The Service Profit Chain resonates the most with you?
The Service Profit Chain was the first business book I read in English when I was an MBA student in the UK. I fully believed in the theory that links employee engagement, customer satisfaction/loyalty, and profitability/growth. Since then, I’ve tried to implement that concept into the organizations I worked for, but the attempts were not successful because I did not have the appropriate tools, knowledge, and support. Now I work for SMG—which originated from the SPC—and am confident that I can use this theory to help our clients.
As we look ahead to 2021, what are some experience management (XM) trends you expect to impact the industry?
I think we should keep a close eye on the “new normal” arising from COVID-19, which greatly affects consumers’ behavior, as well as their engagement preferences. The pandemic has significantly increased digital usage and the need for technological developments—particularly relating to AI, 5G, and AR/VR.
According to Gartner Top Strategic Technology Trends for 2021, one key trend is the “total experience”—combining multi-experience (customer experience, employee experience, and user experience) to transform business outcomes.
For organizations to survive and prosper in 2021 and beyond, a leading XM provider like SMG will play a very important role—acting as a true catalyst for change.
As you reflect on your international business experience, what are some of the biggest takeaways that have defined your leadership approach?
To effectively lead a team, I have learned that a democratic leadership style works best. By applying this method, I share a global vision with my team and encourage them to participate in the decision-making process.
I’ve also been applying the Situational Leadership Model proposed by Ken Blanchard, which helps assign the right leadership style (directing, coaching, supporting, + delegating) to the right person—with the goal of building a motivated and high-performing “One Team.”
After your first few months at SMG, what have you found to be the most rewarding aspects of your job?
Our Japan team is small but mighty! Our staff has a proven track record in various business fields including business process, research, and consulting. They are united, hard-working, and passionate about our clients’ business. I feel really honored to be the leader of this organization.Experience management (XM) is largely underdeveloped in Japan although many people understand the concept—which means there are large green fields in front of us. I’m excited to present the real value of SMG’s work to as many organizations as possible.