As this last year has demonstrated, it’s critical for brands to remain agile as customer + employee behaviors, expectations, and needs continue to evolve. Having the ability to create, target, and deploy experience feedback channels in a rapid fashion is essential to delivering on the heightened demands of your customer base.
Whether your experience management (XM) program has just recently launched, been live for decades, or is simply an idea at this point, it’s never the wrong time to evaluate how well your organization is listening to customers + employees and acting on those insights. Because if you’re not, there’s a big chance you’re falling short on expectations and customers are taking their business (+ loyalty) elsewhere.
Why should employee engagement efforts be at the top of your organization’s priority list? Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly to growth in sales and profits. This progression is called The Service Profit Chain, and it’s the principle SMG was founded on.
With last year’s accelerated surge in digital and cross-channel shopping—which included 146% growth in all online retail orders in the U.S. and Canada alone—brands were forced to take a critical eye to their digital transformation maturity and work quickly to evolve their strategies.
Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.
Today we hear from Jacqui Mueller—Senior VP, Client Insights—and learn what changes she’s seen in the experience management (XM) space in the last decade, what goes into building a trusting partnership, and what makes SMG’s software with a service (SwaS) approach so effective.
SMG has been recognized as a Visionary in the November 2020 Gartner Magic Quadrant for Voice of the Customer—a detailed report delivering in-depth profiles for 15 vendors in the experience management (XM) space.
While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed.
Great insights start with great feedback—and great feedback depends on a healthy sample of responses. But as much as we’d love for customers to offer abundant, thorough, and honest feedback purely out of the goodness of their hearts—we know that’s not always the reality.
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in our text analytics reporting, this latest round of enhancements represents SMG’s dedication to providing brands with robust, intuitive tools that maximize the impact of their experience management (XM) program.
Analysis of open-ended feedback is critical in surfacing what customers are saying and why they are saying it. And an efficient text analytics solution is a crucial component to gleaning those insights you need to take informed action on customer feedback.