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Blog

  • SMG Employee Spotlight—Loren Epler

    Employee Spotlight | Aug 1, 2019
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our innovative Technology team and get to know Loren Epler—Senior Test Engineer.
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  • Go team! How SMG drives employee engagement through team-building

    Kim Klosak | Jul 1, 2019
    At SMG, we believe in strength in numbers—which is why team-building is such an important part of our company culture. It’s also why the word “people” was mentioned most in our recent Great Place to Work survey, with 95% of SMG employees saying “People care about each other here.”
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  • SMG Employee Spotlight – Shelley Bosler

    Employee Spotlight | Jun 28, 2019
    Our Employee Spotlight series give you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our rapidly-growing Marketing team and get to know Shelley Bosler—Senior Director of Product Marketing.
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  • 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.
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  • SMG celebrates its first annual Day of Giving with community engagement projects

    Kim Klosak | Apr 26, 2019
    We’ve been headquartered in Kansas City for 28 years and giving back to our community is not just important to us—it’s a part of our company culture.
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  • Data visualizations + smart surveys top list of Q1 tech enhancements

    Bennett Gamel | Apr 16, 2019
    A few weeks ago we talked about why continuous, universally available updates are an important tenet of a successful customer experience management (CEM) program...Today I’ll share how that comes to life in our regular releases.
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  • Forum 2019 | Innovate with purpose

    Shad Foos | Mar 19, 2019
    In today’s dynamic marketplace, innovation is paramount to your brand’s success. One can’t simply run on autopilot and believe what works today will hold up tomorrow. But it’s not just a matter of changing for the sake of change—to remain relevant and gain competitive ground, your brand must evolve.
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  • Alleviate stress through financial wellness

    Rachel Briggeman | Jan 18, 2019
    Health isn’t strictly defined by your BMI or how fast you can run a mile—it’s just as much about mental wellness as it is physical fitness. That’s why we take a holistic approach when it comes to our employees’ health.
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  • Innovate with purpose at SMG Forum 2019

    Ken White | Jan 10, 2019
    The beginning of the year means Forum go-time here at SMG. Our annual CX leadership event—this year held from March 4–6 at Four Seasons Orlando—is a much anticipated gathering of CX professionals and industry thought leaders.
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  • SMG Employee Spotlight – Kylie Geiman

    Employee Spotlight | Jan 8, 2019
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Kylie Geiman—Research Analyst.
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  • Recognizing loyalty: How SMG helps employees mark 10-year milestone

    Employee Spotlight | Dec 14, 2018
    When SMG employees reach their 10-year milestone, they are gifted a designated amount to go towards a vacation or experience. We talked with a few employees about their anniversary trips and took a look back at their 10 years at SMG.
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  • The next generation of CX | Client Connect 2018

    Jeremy Michael | Nov 29, 2018
    Standing on stage at SMG Client Connect this month really made me appreciate how much the CX industry—and our company—has grown in the past few years. From our first UK client event with just a handful of brands to this month’s gathering of nearly 100 CX professionals, we’re in the midst of an exciting transformation.
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  • Is your organization focused on what matters most to customers?

    Andy Fromm | Nov 27, 2018
    In today’s tech-driven, digital world, focus can be a challenging act. We have more and more resources, options, and channels delivering us information every second. In fact, the human population is now said to have an attention span of just eight seconds—shorter than a goldfish.
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  • SMG Employee Spotlight–Eric Goodloe

    Employee Spotlight | Nov 12, 2018
    Our Employee Spotlight series give you a behind-the-scenes peek at what makes SMG work—our people. In honor of Veteran’s Day, meet Eric Goodloe—retired Gunnery Sergeant of the United States Marine Corps and current Senior Software Engineer.
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  • SMG rated as a Strong Performer in recent Customer Feedback Management evaluation

    SMG PR | Oct 30, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has been rated as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018.
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  • Wild Birds Unlimited enhances voice of the customer program with new SMG partnership

    SMG PR | Oct 24, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a new customer feedback management partnership with Wild Birds Unlimited, the largest backyard bird feeding and nature franchise.
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  • Books-A-Million selects Service Management Group to advance employee and customer engagement program

    SMG PR | Oct 18, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has announced a partnership with leading book retailer Books-A-Million.
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  • Curiosity unleashed—opportunities uncovered | Power User Exchange 2018

    Shad Foos | Oct 12, 2018
    Most of us usher in fall with football, pumpkin spice lattes, and our favorite quilted jacket (that jacket part might just be me). At SMG, we know it’s fall when our clients descend on Kansas City in droves to attend our Power User Exchange conference.
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  • Celebrating CX day | A day in the life of a CX professional

    Ken White | Oct 2, 2018
    Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To honor these CX stars, we spoke with some from the biggest brands around the world to find out what they love most about helping their teams deliver a great customer experience.
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  • Employee recognition: A little can go a long way

    Mary Widmer | Sep 28, 2018
    It may seem simple—when someone does a good job, it should be acknowledged. Maybe it’s something small, like a note of gratitude from a manager. Or perhaps it merits a larger reward, like a bonus or promotion. But a recent Gallup poll revealed most employees feel their hard work is often overlooked.
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