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Online Reporting System

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  • Break down company walls for team unity + brand strength

    Nichole Wright | Mar 6, 2018
    When it comes to customer experience (CX) measurement, it’s important each team member—from IT and HR to leadership and the field—has individual goals and a feeling of self-accountability. But it’s just as important for a person to integrate those specific roles and personal expectations into the big picture and know how they affect the company as a whole. Specific programs and initiatives are often delegated to a certain department and can send a “not my problem” message to individuals not directly involved. The goal should be to unify the team and demonstrate a “stronger together” mentality by showing everyone’s responsibility.
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  • Engagement + performance increase with service-oriented leadership

    Jeff Jokerst | Feb 27, 2018
    Every manager hopes to have hard-working, passionate employees who go above and beyond expectations. That’s the dream, right? Engaged associates make a manager’s job much easier. But simply closing your eyes and making a wish for dedicated team members doesn’t cut it. Good managers know they have to actively foster clear performance expectations, step up when it matters most, work toward positive relationships with employees, and be consistent in their leadership approach. Or another way to look at it: managers who go all in get employees who go all in.
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  • Your front-line employees wield more power than your CEO

    Jennifer McKenzie | Feb 20, 2018
    We’ve all been there. You walk into a store known for great service, only to be met by an employee who would clearly rather be someplace else. The best reputations don’t always match the specific encounter, and when that happens, it’s usually because front-line teams don’t feel personally accountable for the customer experience. But nothing could be further from the truth. They own it.
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  • Create clarity to generate engaged and accountable employees

    Jeff Jokerst | Jan 30, 2018
    A successful company isn’t just full of employees who work hard—it consists of people who care. The driving force behind motivation goes beyond the amount on a paycheck. It’s about employees feeling valued by their peers and, most importantly, by their leaders.
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  • Adopt the growth mindset + act already!

    Jeff Jokerst | Dec 21, 2017
    As a consultant to several restaurant, retail, and grocery brands, I have the opportunity to present employee survey findings to executive teams almost 50 times a year. This has provided some unique opportunities for casual data collection based on meeting observations. Through my observations, I have come to realize a great predictor of growth—not only related to employee engagement, but also to the business in general—is how the team responds to their data and commits to action. Whether those teams know it or not, they’re demonstrating many of the qualities of a “growth mindset”—a principle made famous by Carol Dweck.
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  • Who has the biggest impact on front-line employee engagement?

    Jeff Jokerst | Nov 10, 2017
    If you’ve held positions in workforce management, you’ve heard the phrase “Engagement starts at the top”—and you also probably know how true that is. Our research repeatedly shows top-performing organizations have highly engaged executives, and engagement levels tend to cascade accordingly across the organization. In other words, the further down the organizational hierarchy you go, the less engaged employees are on average.
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  • 5 qualities of high-performing managers—and why they matter

    Jeff Jokerst | Sep 21, 2017
    It’s unfortunate, but most of us have been there: working a job that leaves you uninspired, unfulfilled, and eventually looking for something more meaningful. On the opposite end of the spectrum, many of us have been fortunate enough to find jobs that feel less like daily grinds and more like careers that tap into our true passions. And if you think back to those jobs that fall into the latter category, chances are they all have one thing in common: high-performing managers.
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  • Millennials in the workplace: Myths, misconceptions, and tips

    Jeff Jokerst | Jul 17, 2017
    Lazy. Entitled. World champions of participation with trophies to prove it. A lot of unfavorable (and unfair) labels get thrown around when discussing millennials. And if you’re an HR professional, those labels may raise some alarms about what that means for you over the coming years.
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  • Win big with your company culture—3 ways SMG does it

    Mary Widmer | May 22, 2017
    SMG is in the business of helping our clients build great customer and employee experiences and inspiring loyalty. We know we can’t tell our clients much about how to retain customers and employees if we didn’t work on retaining our own. We take a deliberate approach to developing a strong company culture because we know that satisfied customers start with satisfied employees. Here are a few ways we do it.
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  • Understanding the relationship between employee engagement and customer loyalty drives brand performance

    Jeff Jokerst | 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.
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  • Winning with employees

    Jeff Jokerst | Apr 8, 2016
    There’s a lot written about how vital employees are to delivering a great customer experience. That’s why engagement initiatives have gone beyond a trend to become an established best practice for today’s leading organizations. SMG was founded on The Service Profit Chain—a principle stating that loyal employees lead to loyal customers who recommend your brand to others, return more often, and spend more when they visit.
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