Blog

  • With accuracy continuing to plague the delivery experience, a small operational change made a big impact for Church's Chicken

    Jacqui Mueller | Jul 7, 2021
    Learn how Church’s Chicken created a great food delivery experience by driving order accuracy improvements.
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  • What role Net Promoter Score should play in measuring the customer experience (+ answers to your other most pressing NPS questions)

    Kalli Hannam | Apr 6, 2021
    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.
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  • How to optimize the curbside experience for customers

    Todd Leach | May 6, 2020
    Social distancing guidelines and COVID-19 regulations haven’t just led to the closure of restaurant dining rooms and strict in-store shopping procedures—they’ve created a surge in curbside pick-up for all types of businesses.
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  • Work from home: 3 tips for a successful telecommuting strategy

    Kim Klosak | Apr 15, 2020
    With the sudden rise in employees working from home, many organizations are navigating unchartered territory and adjusting to a “new normal” workday. This abrupt pivot is even more complicated when you consider factors like children at home and partners also in the household telecommuting for their jobs...
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  • Grocery shopping during COVID-19: How are consumer preferences changing?

    Paul Tiedt | Apr 14, 2020
    The current reality of food shopping has shifted, and grocery stores have stepped up to make item availability, health, and safety a priority for customers. With new information being released every day, consumer preferences are changing by region.
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  • 5 takeaways from NRF 2020 every retailer should know

    Brian Dennis | Jan 23, 2020
    “Visionary” was the name of the game at this month’s National Retail Federation (NRF) Big Show. We had the opportunity to join more than 40,000 people from around the world to get an update on current retail happenings...
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  • Tailor CX reporting tools to specific roles for bigger impact

    Jessica Falconer | Jul 12, 2018
    When it comes to the customer experience, there are no small roles within your organization—everyone makes an impact. By getting your entire team on board and in tune with your CX measurement strategy, you can expect more engaged, dedicated employees—and in turn, more satisfied, loyal customers.
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  • Keep your front lines engaged in CX by keeping them in the loop

    Nichole Wright | Jan 23, 2018
    Nothing motivates like a progress report. Whether the news is positive or negative, most of us like to know where we stand—especially when we’re working toward a specific goal.
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  • Engage the field by tying cx data to familiar metrics

    Krystal Montague | Aug 26, 2016
    Everyone knows a best-in-class customer experience (CX) measurement program has to deliver cutting edge technology and world class insights—but technology and insights have little impact if field teams and front-line employees aren’t using the program to drive action. That’s why we recently partnered with the Customer Experience Professionals Association (CXPA) to present a webinar on how to drive field engagement—a crucial, but often overlooked, component of any successful program.
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  • Winning with employees

    User Not Found | 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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Customer Experience Update