Blog

Through a biannual study commissioned by The Beryl Institute, we've identified four healthcare trends impacting the patient experience.

Three data-based takeaways for retailers to prepare for the 2021 holiday shopping season.

How Signet Jewelers used online reputation management to turn online reviews into digital engagement

A three-pronged approach for determining the impact of your customer experience management program

Three easy ways to make restaurant + grocery brands more ecologically sustainable

Three considerations to make the most of digital customer survey invitations and maximize customer feedback

Overcome the challenges of using a customer experience management program to see a significant return on investment

Learn how Church’s Chicken created a great food delivery experience by driving order accuracy improvements.

Follow these 4 steps to advance your digital experience strategy, provide consistency at every touchpoint, and drive customer loyalty.

Read SMG's latest research on what consumers are expecting from a safe customer experience this summer.

Read the blog for 3 steps Party City took to create the consistent cross-channel experience consumers expect.

Read our latest research on the pandemic's lasting impact on in-store behavior and what brands can do to make customers feel more comfortable.

Read the blog to learn how top brands are leveraging SMG's insights-driven approach to customer experience management—leading to increased satisfaction + revenue.

See why in-store customers don’t make purchases they intend to and ways retailers can prevent or overcome those barriers.

See if your customer experience management and employee experience platform is delivering the end-to-end impact that drives improvements across your enterprise.

As this last year has demonstrated, it’s critical for brands to remain agile as customer + employee behaviors, expectations, and needs continue to evolve. Having the ability to create, target, and deploy experience feedback channels in a rapid fashion is essential to delivering on the heightened demands of your customer base.

Whether your experience management (XM) program has just recently launched, been live for decades, or is simply an idea at this point, it’s never the wrong time to evaluate how well your organization is listening to customers + employees and acting on those insights. Because if you’re not, there’s a big chance you’re falling short on expectations and customers are taking their business (+ loyalty) elsewhere.

Why should employee engagement efforts be at the top of your organization’s priority list? Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly to growth in sales and profits. This progression is called The Service Profit Chain, and it’s the principle SMG was founded on.

With last year’s accelerated surge in digital and cross-channel shopping—which included 146% growth in all online retail orders in the U.S. and Canada alone—brands were forced to take a critical eye to their digital transformation maturity and work quickly to evolve their strategies.

Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is the most important predictor of brand health and future financial performance. But despite its appeal, NPS may not be the end-all-be-all metric for every brand.