Blog

  • Adjust your XM strategy to align with these 5 shifting consumer trends

    Paul Tiedt | Apr 1, 2020
    Industries across the board are having to prove their agility to keep up with the ever-evolving needs and expectations of customers during the COVID-19 pandemic. In such uncertain times, it's the brands that remain responsive and adaptive that will win customer loyalty and stay ahead of the curve.
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  • 3 strategies for a frictionless customer experience during COVID-19

    Brian Dennis | Mar 30, 2020
    The retail industry is formulating a new normal for shopping, which means still putting the customer first—while also prioritizing the health and safety of employees and consumers.
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  • Coronavirus (COVID-19) | Top 4 ways to protect the customer + employee experience

    Michele Vance | Mar 18, 2020
    As coronavirus (COVID-19) continues to have unprecedented global impact, your organization’s experience management (XM) strategy must be optimized to capture fast-changing feedback and provide rapid and actionable insight. Right now—when fear and uncertainty is amplified—empathy and transparency are key to earning the ongoing trust of your employees and your customers.
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  • Text analytics: Everything you need to know to create real customer experience impact

    Bennett Gamel | Mar 17, 2020
    With rapid investment in customer experience management (CEM) platforms, leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints—many with distinct feedback channels—can make surfacing actionable insights seem like a daunting task.
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  • How grocery stores—from premium to value—can attract millennial + Gen Z customers

    Paul Tiedt | Mar 12, 2020
    As shown in the first installment of our blog series on Gen Z and millennial food shopping trends, grocery scored second- and third-lowest in share of stomach for the age groups, respectively. But a low share of stomach is nothing to worry about—in fact, it only creates a greater opportunity for grocery brands to earn a portion of the $3 trillion combined spending power of the two generations.
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  • Celebrating International Women’s Day + forging a gender equal world

    Employee Spotlight | Mar 6, 2020
    International Women's Day [March 8] provides an important opportunity to celebrate women's achievements while calling for greater gender equality. This year's theme is #EachforEqual, with the mission to create a gender equal world.
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  • 4 fundamentals you should know about the patient experience today

    Brett Brende | Mar 3, 2020
    The healthcare industry overwhelmingly recognizes the patient experience (PX) as a critical initiative—4 out of 5 organizations cite it as a top priority in the next three years. But that near unanimity doesn’t mean all healthcare professionals are on the same page about what the patient experience is or who owns it.
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  • What restaurants need to know about millennial and Gen Z consumers

    Paul Tiedt | Feb 27, 2020
    Restaurants have taken 21st century approaches to attract millennial and Gen Z consumers—but don’t worry, a branded TikTok account isn’t necessary for earning their share of stomach. And while they might be making an impact on the food landscape as we know it, keeping them satisfied doesn’t have to be complicated. Read on for three things restaurant brands need to know...
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  • 3 ways to humanize feedback with online ratings + reviews

    Jason Norris | Feb 25, 2020
    Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with these consumers and “bring the real voice of the customer front and center” will come out ahead.
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  • SMG Expert Spotlight—Shad Foos

    Employee Spotlight | Feb 20, 2020
    Our expert spotlight series showcases the great minds of SMG—those who keep us innovating, growing, and driving meaningful change for clients. We sat down with Shad Foos—SMG’s first Chief Experience Officer—to learn more about the driving force behind this new role and how he’s helping shape SMG’s customer-centric culture.
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  • How millennials and Gen Z are changing the food landscape

    Paul Tiedt | Feb 18, 2020
    With 72 million millennials in the United States and Generation Z nearing 91 million, restaurant and grocery brands have lots of hungry mouths to feed—but can’t expect the tactics used on previous generations to yield the same results.
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  • SMG’s 3 key takeaways from The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020

    Ken White | Feb 13, 2020
    SMG has been recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020 report, one of the industry’s most thorough and detailed analyses of the customer feedback management (CFM) marketplace.
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  • 3 reasons to attend xfluence, the premier experience management conference

    Todd Leach | Feb 4, 2020
    I’ve been attending SMG events for more than 10 years. The one thing I consistently hear from clients is there is no better opportunity to connect with fellow peers and share meaningful conversations about program successes and challenges.
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  • Cross-channel shopping trends to prepare for in 2020

    Charlie Moore | Jan 29, 2020
    In 2010, everyone thought e-commerce would eventually make traditional touchpoints obsolete—so retailers scrambled to keep up with the new normal by focusing on improving their digital touchpoints separately from the brick-and-mortar experience. A decade later, CX data proves shoppers want their online and in-store touchpoints to not just coexist, but complement each other...
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  • 5 digital CX mistakes you can avoid

    Josie Gaeckle | Jan 28, 2020
    Customers expect interactions with brands across all industries to be convenient and customized—particularly when it comes to digital experiences. And not only do today’s consumers have less patience, they believe companies should understand (and anticipate) their needs.
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  • 5 takeaways from NRF 2020 every retailer should know

    Brian Dennis | Jan 23, 2020
    “Visionary” was the name of the game at this month’s National Retail Federation (NRF) Big Show. We had the opportunity to join more than 40,000 people from around the world to get an update on current retail happenings...
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  • SMG moves into 2020 with tech enhancements focused on feedback innovation

    Bennett Gamel | Jan 21, 2020
    The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology.
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  • 8 ways SMG takes a holistic approach to personal wellness

    Kim Klosak | Jan 17, 2020
    Mental health and physical health are not mutually exclusive—one greatly impacts the other. And both are vital to a productive work environment.
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  • How can ratings + reviews be leveraged to increase revenue and prove ROI?

    Jason Norris | Jan 15, 2020
    In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering...
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  • Why CAHPS alone won’t satisfy the growing demand for top-notch patient experience

    Paul Tiedt | Jan 9, 2020
    79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place...
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Customer Experience Update