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Blog

  • Q2 tech enhancements provide richer context for a more intuitive user experience

    Bennett Gamel | Jul 16, 2019
    SMG products and technologies are designed to inspire smart changes across our clients’ enterprise. By investing in regular updates, we make it faster and easier to listen to customers and employees, interpret the data, act on insights, and maximize impact.
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  • 3 ways to drive customer loyalty + business outcomes with customer case management

    Ashley Edgar | Jun 26, 2019
    We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong.
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  • SMG technology | Inspiring smart changes

    Bennett Gamel | May 23, 2019
    At SMG, we believe innovation is about providing strategic change—not just about delivering the next big, shiny thing. Because the truth is, it doesn’t matter much how cool a new product is.
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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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  • The top 4 ways CEM programs benefit from continuous platform updates

    Bennett Gamel | Feb 28, 2019
    Do you realize the tech you’re using to get the job done today is basically outdated by the time you log off? This constant evolution is the reason your customer experience measurement (CEM) program requires an agile approach to tech development.
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  • Time is money: Smart survey technology garners richer insights faster

    Katie Miller | Oct 2, 2018
    Winning in the age of the customer requires a customer-centric approach and experiential innovations. In order to win their loyalty, you have to ask customers the right questions and take the right actions—every single time.
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  • SMG’s new text analytics technology helps brands turn qualitative feedback into quantitative insights

    SMG Insights | Jun 14, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience and employee engagement measurement partner to more than 500 brands, is launching a phased rollout of enhanced text analytics technology. Combining industry-leading accuracy and robust reporting, SMG’s text analytics technology helps brands turn open-ended feedback into next-level insights.
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  • After a year in the U.S., how did Lidl fare with grocery consumers?

    User Not Found | Jun 12, 2018
    The German-based grocery giant Lidl broke into the U.S. market a year ago, enduring its share of both accomplishments and challenges. While most locations opened with high sales volumes, only some stores were able to demonstrate continued success. Due to this inconsistency, Lidl temporarily halted expansion and is likely facing a few questions:
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  • Give your customers a voice throughout their entire online experience

    Charlie Moore | May 22, 2018
    The stakes are high when it comes to your brand’s website. Nearly 8 in 10 Americans have made some sort of purchase online and 15% buy online on a weekly basis. And it’s not just e-commerce consumers who are influenced by your website—one third of shoppers visit the brand’s website when visiting a brick and mortar location, mostly to check availability and pricing, and search for current promotions. How they feel about your website greatly impacts their behavior in store.
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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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  • smg360 wins a Stevie award for top-performing technology

    User Not Found | May 12, 2017
    In addition to being the most adopted app of its kind and being the highest-rated CX reporting app in the app store, the American Business Awards just recognized the smg360 app as a top-performing technology in the App & Mobile Website category for Professional Services.
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  • How SMG stops data security threats before they start

    Dennis Ehrich | Apr 28, 2017
    It's no secret that thousands of successful cyber-attacks are executed in the US every day. According to Newsweek, there were over 77,000 in 2015 and the number continues to rise. Cyber security and data protection have always played an important role in the culture of SMG. Being a trusted partner for hundreds of global corporations, we take that responsibility seriously—and it shows in our security strategy and the resources we commit to this effort.
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