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Blog

  • How can you engage others to achieve your business goals?

    Diana Kander | Feb 21, 2019
    For the final post in “The Curiosity Muscle” series, best-selling author and previous SMG Forum keynote speaker Diana Kander weighs in on how to create the most innovative version of yourself and your business.
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  • Can grocery brands thrive in a convenience economy?

    Zach Brown | Jan 29, 2019
    The battle for “share of stomach” is on, and the fight to win more (and in some cases, simply retain) customers has only intensified.
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  • Game changer: C-stores win the loyalty of food + beverage customers

    Katie Cofer | Jan 15, 2019
    Capturing customer loyalty is everything in the service industry. Sure, getting people in the door and buying your product is the immediate goal, but making them happy and keeping them coming back for more is the long game.
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  • Are c-stores delivering a better customer experience than QSRs?

    Katie Cofer | Dec 12, 2018
    Grabbing a quick bite to eat used to mean pulling up to your favorite fast food restaurant for a burger and fries. But with the rise of food and beverage purchases from convenience stores (c-stores) over the past few years, this assumption is no longer.
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  • Who is the c-store customer + what are they buying?

    Katie Cofer | Nov 6, 2018
    The look, taste, and reputation of convenience stores (c-stores) aren’t what they were 10 years ago—and they’re not going to be the same 10 years from now. For the past decade, c-stores have been improving and innovating their food and beverage offerings—developing specialty menu items and re-inventing the c-store customer experience.
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  • Don’t let subpar ecommerce experiences hurt in-store conversion rates

    Charlie Moore | Oct 25, 2018
    In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough.
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  • Adapt your conversion strategies to cross-channel shopper motivations

    Paul Tiedt | Sep 25, 2018
    When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately.
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  • The sudden rise of third-party delivery + where brands are falling short

    Michele Vance | Aug 2, 2018
    Life is hard—dinner shouldn’t have to be. That’s the basic principle that’s been driving the convenience economy in the restaurant industry for decades. Today’s consumers are ordering through mobile apps with food delivered right to their doorsteps—but a lot can happen in between.
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  • Chip Conley of Airbnb demonstrates how brands should dare to disrupt

    SMG Insights | Apr 12, 2018
    One of the best parts about our annual SMG Forum is the opportunity to hear from some of the most innovative minds in the CX industry. This year, we had the honor of welcoming keynote speaker Chip Conley, former Airbnb Head of Global Hospitality & Strategy, who wowed our audience with his powerful insight on market disruption. On today’s blog, Chip takes the reins and expands on this hot topic.
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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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  • 3 retail trends to help you gear up for Black Friday

    User Not Found | Nov 17, 2017
    Black Friday. For customers, the term conjures up images of slashed prices, stampedes, and brand new flatscreen TVs. For retailers, these two words may inspire feelings ranging from excitement to sheer terror. To help navigate such a hectic season, we used our market intelligence tool BrandGeek to take a look at 2016 Black Friday weekend data for a few different retail clients. Read on to see what we learned and get some tips on how to keep customers satisfied when tensions are high.
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  • How mobile access to CX data engages the field + drives results

    User Not Found | Oct 13, 2017
    We all know how difficult it is to change your work habits. That’s why SMG is always trying to find new and innovative ways for our clients to get the data and insights they need, without disrupting their day-to-day jobs. When we launched the smg360® mobile app, we thought about how we could build a tool that adds the most value for clients’ employees by providing more convenient access to the data and insights they need, ultimately making their jobs easier.
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  • Themes to watch in the restaurant industry

    Katie Cofer | Sep 15, 2017
    SMG is looking forward to spending time at this year’s MUFSO conference in Dallas, seeing familiar faces and meeting new ones. Every year we leave with our brains buzzing, ready to put everything we learned into practice. MUFSO gives us a chance to meet with top restaurant industry leaders, innovators, thinkers, and doers. We get a chance to step into our clients’ shoes—so we can know more about their business, and how to help them prepare for what’s on the horizon.
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