If you work in customer experience management (CEM), you’ve heard the word “insight” a million times. Every provider talks about it, few attempt to define it, and even fewer follow through on their promise to deliver.
Our team recently had the pleasure of attending the Forrester CX Conference—an enlightening two days full of presentations from industry thought-leaders, inspiring breakout sessions with our peers, and valuable networking.
When it comes to innovation, I’ve come to realize that it’s impossible to map out point A to point B. The journey isn’t direct, but rather a meandering path, full of redirections, twists, and turns. I strive to let curiosity drive me every day. I hope to inspire that approach internally as a company and through our partnership with clients. True insight comes from asking questions, sharing information, and challenging each other.
CKE Restaurants Holdings, Inc. has selected Service Management Group (SMG) to measure the customer experience for 3,000 Hardee’s® and Carl’s Jr.® locations in North America. In 2018, the program will expand to include an additional 800 international locations across 41 countries. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
More and more, successful brands are coming to understand the relationship between employee engagement and customer loyalty. Brands with strong employee engagement better manage turnover, increase customers’ likelihood to recommend and improve comp sales. Not only do customers feel the difference, but in fact there is a direct link between highly engaged employees, highly loyal customers and financial performance.
When it comes to your business strategy, losing customers can be a hard pill to swallow. And implementing a new program often means an invitation for growing pains—but it doesn’t have to. Focusing your efforts in key places can turn your declining visit share around and drive your business in exactly the right direction. A great example of this principle at work lives right here in KC.
Last week at our Client Connect event in London, the meaning of successful partnership was at the front of my mind. Anytime I review our client portfolio with our account teams, our discussion focuses on this question: “What has the client done with our insights?”
SMG partners with more NRF Top 100 brands than any other CX firm in our space. Today, more than 30% of the Top 100 list are SMG clients. And the number continues to grow with our strategic partnership with The Wendy’s Company. Through customer experience measurement, employee engagement and brand research, we’re helping Wendy’s make strategic decisions that deliver on its mission to delight every customer.
We’re proud to announce our delicious new partnership with Mary Brown’s Famous Chicken & Taters! Mary Brown’s, founded in St. John’s, Newfoundland, operates nearly 130 locations across Canada. The brand’s cult following loves Mary Brown’s for delicious chicken made from scratch—sandwiches, wraps, wings, and fingers—along with famous taters and gravy.
As we continue to expand our footprint in Latin America, we’re very proud to welcome the Nutrisa team into the SMG global community.
We started working with Nutrisa earlier this year and officially announced our partnership this week. We’re looking forward to a long and mutually prosperous relationship as Nutrisa grows its retail and food service offering.