• Managing the customer experience across digital channels—how Party City’s cross-channel strategy led to CX improvements

    Chris Bosco | Jun 8, 2021
    Read the blog for 3 steps Party City took to create the consistent cross-channel experience consumers expect.
    Read More
  • Does your customer experience strategy provide true CX insights—or just data points?

    Todd Leach | Aug 7, 2019
    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.
    Read More
  • 3 key takeaways from the Forrester CX NYC 2019 Conference

    Courtney Garcia | Jun 27, 2019
    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.
    Read More
  • Curiosity fuels the path to innovation

    Andy Fromm | Jun 29, 2018
    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.
    Read More
  • CKE engages SMG to measure customer experiences at Hardee’s and Carl’s Jr. brands

    SMG Insights | Jul 12, 2017
    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.
    Read More
  • Understanding the relationship between employee engagement and customer loyalty drives brand performance

    User Not Found | Apr 25, 2017
    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.
    Read More
  • Kansas City Zoo reaches one million visitors by focusing on what counts

    Jessica Falconer | Dec 2, 2016
    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.
    Read More
  • How key are partnerships for improving your insights?

    User Not Found | Nov 11, 2016
    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?”
    Read More
  • Wendy’s engages Service Management Group to support its mission of delighting every customer

    User Not Found | Aug 3, 2016
    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.
    Read More
  • Mary Brown’s Famous Chicken & Taters!

    User Not Found | Jul 28, 2016
    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.
    Read More
  • Nutrisa engages Service Management Group for customer experience measurement

    User Not Found | Jun 17, 2016
    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.
    Read More
Customer Experience Update