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Blog

  • When CX meets Rx: How flu season impacts retailers + consumer behavior

    Paul Tiedt | Apr 26, 2018
    From lining up to get shots to shunning anyone who so much as coughs, people go to great lengths to avoid the perils of flu season. While we’re all aware of how we might be personally affected, we thought it would be worthwhile to gauge the impact on retailers by seeing how consumer behaviors shift during these hazardous months. With the worst flu season in 8 years mostly in the rearview mirror, we used our market intelligence tool BrandGeek® to analyze behavioral data and customer experience feedback across retail segments that sell prescription (Rx) and over-the-counter (OTC) medications.
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  • CX pros provide valuable program insight

    Shad Foos | Apr 17, 2018
    We’re a curious bunch. We recently surveyed more than 150 CX pros to understand their company’s CX program priorities and performance. And we learned some pretty cool stuff.
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  • Little Caesars’ “If Crazy Happens” giveaway was a slam dunk with customers

    Derrick Cline | Apr 6, 2018
    Little Caesars may have lost a bet on March Madness, but they still came out as winners. The pizza chain promised free Hot-N-Ready lunch combos if a No. 16 seed beat a No. 1 seed in the NCAA men’s basketball tournament. It seemed like a safe gamble—an upset of that caliber hadn’t happened in 135 games—but on March 16, No. 16 University of Maryland-Baltimore County beat No. 1 University of Virginia in the first round. So Little Caesars made good on its word, and promptly announced the “If Crazy Happens” giveaway.
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  • On stage with Postmates: Tapping into the third-party delivery market

    Michele Vance | Mar 22, 2018
    Imagine: you’re having a “can’t-leave-your-desk” day at work, when you realize the leftovers you brought from last night’s dinner suddenly sound stale compared to something fresh from that new restaurant everyone’s raving about. Thanks to third-party delivery vendors, there’s an app for that (actually, there’s quite a few!). While this convenience is great for you as a consumer, it can present hurdles for you as a business owner—especially if your location is already slammed at lunch and not fully equipped to handle delivery orders.
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  • People are full of surprises. Here’s how to find the truth.

    Paul Tiedt | Feb 1, 2018
    It’s easy to make assumptions about why people do the things they do. Behavior tells us a lot, but the only way to fully understand what makes people tick is to ask the right questions. Combine behavioral data with survey data, and you’ll have a clear picture of what motivates your customers. Behavioral data might show you who walked out the door after months of regular visits. Survey data tells you why.
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  • Turn browsers into buyers by monitoring web traffic

    Lou Bellaire | Nov 29, 2017
    Our data science team is hard at work discovering new ways to use technology and data to bring deep, meaningful insights to our clients. In a previous blog, we talked about our omnichannel approach and how we’re exploring and thinking about the digital layer in new ways to enhance our clients’ understanding of the customer experience (CX).
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  • Web traffic reveals key insights into your online presence

    Lou Bellaire | Sep 18, 2017
    Data is a huge deal at SMG. We’re constantly looking for more ways to bring better insights to our clients—and our data science team is leading the search. Always thinking about what our clients might want to learn about their customers, we figure out what it would take to help them do it.
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  • Say it with a smile—what emojis can tell you about customer sentiment

    Lou Bellaire | Jul 19, 2017
    SMG thrives on data. And our Data Science team is responsible for narrowing down the massive datasets we collect into granular patterns in consumer preferences and behavior. We use advanced algorithms and rigorously test new concepts to get down to the insights that deliver real value to our clients. Those insights are what helps them make the better business decisions that drive loyalty and growth.
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  • Is your growth strategy batting 1.000?

    Lou Bellaire | May 5, 2017
    SurveyMini and BrandGeek are two powerful tools. SurveyMini lets you gather critical consumer behavior patterns, including those from non-purchasers, and BrandGeek helps you learn where your brand stacks up against the competition. When you put them together, you get great insights.
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