Blog

  • Data integration is the easiest way to gain a holistic view of the customer experience

    Bennett Gamel | Jun 30, 2020
    As consumer behaviors and expectations continue to shift, brands must continuously adjust their experience management (XM) strategy in order to keep up. This can be a daunting task—particularly right now with a major overhaul of “standard” operational procedures...
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  • 4 best practices from U.K. essential retailers to use in your reopening strategy

    Tom Wakeman | May 19, 2020
    As brands prepare to reopen stores and restaurants in the U.K., there are numerous insights we can glean from the essential retailers who have remained open throughout the pandemic. Essential businesses have shown what it takes to provide an outstanding customer experience in a very challenging environment.
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  • What essential retail can teach us about prepping for the next normal

    Paul Tiedt | May 14, 2020
    As states take varying levels of action to reopen their economies, the safest way for brands to resume operations is to leverage the hard-earned lessons from essential retailers. We set out to determine what this next normal will look like...
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  • How to optimize the curbside experience for customers

    Todd Leach | May 6, 2020
    Social distancing guidelines and COVID-19 regulations haven’t just led to the closure of restaurant dining rooms and strict in-store shopping procedures—they’ve created a surge in curbside pick-up for all types of businesses.
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  • How a robust XM solution can support brands during a global pandemic

    Bennett Gamel | Apr 28, 2020
    As COVID-19 continues to impact our clients and their industries, we shifted our roadmap priorities to deliver enhancements that would allow for more informed decision-making during this unprecedented time. This blog details how strategic enhancements to your experience management (XM) platform can help with the transition into a new normal for business operations.
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  • With third-party delivery usage up, here are 3 ways restaurants can protect the customer experience

    Paul Tiedt | Apr 16, 2020
    As people around the U.S. hunker down at home, the age-old question “What’s for dinner?” is more often being answered with the help of a food delivery app. Since March 11—when the World Health Organization declared COVID-19 a pandemic and restaurants across the country shut down their dining rooms—many brands have turned to third-party delivery providers...
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  • Work from home: 3 tips for a successful telecommuting strategy

    Kim Klosak | Apr 15, 2020
    With the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday. This abrupt pivot is even more complicated when you consider factors like children at home and partners also in the household telecommuting for their jobs...
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  • Grocery shopping during COVID-19: How are consumer preferences changing?

    Paul Tiedt | Apr 14, 2020
    The current reality of food shopping has shifted, and grocery stores have stepped up to make item availability, health, and safety a priority for customers. With new information being released every day, consumer preferences are changing by region.
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  • How to stay customer-centric in a contactless world

    Charlie Moore | Apr 9, 2020
    While businesses adapt to the new normal created by COVID-19, it’s imperative to keep pace with a quickly evolving customer experience. As the expectations for low-contact or contactless shopping shift, your digital touchpoints need to hit the mark.
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  • How COVID-19 is impacting consumer behavior in the restaurant industry

    Paul Tiedt | Apr 7, 2020
    Like you, we’re adjusting to a new normal, where all interactions—from collaborating with co-workers to purchasing products—are being fundamentally transformed.
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  • 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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  • 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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  • 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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  • 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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Customer Experience Update