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  • How is third-party delivery affecting your bottom line?

    Michele Vance | May 1, 2019
    From QSR to casual dining, third-party delivery has been disruptive across the restaurant industry. Following the launch of our longitudinal study in late 2017, we’ve kept a close eye on this trend, the evolving behavior of delivery customers, and how restaurant brands are managing delivery.
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  • Third-party delivery evolution: Can your CX strategy keep up?

    Michele Vance | Apr 12, 2019
    Third-party delivery has been a huge disruption to the restaurant industry. It was just over a year ago that we published our report, 4 things every restaurant needs to know about third-party delivery, and we’ve continued to keep a close watch over the trend.
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  • Fresh-and-prepared food: The next generation of grocery

    Zach Brown | Mar 28, 2019
    Today’s definition of a “homemade” meal is a bit different than it was 10 years ago. Sure, there are still plenty of cooking aficionados who spend hours preparing elaborate dinners, but slow-cooked sauces and scratch-made dishes are becoming more special occasion...
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  • Do Amazon Prime members have different in-store behaviors?

    Derrick Cline | Mar 21, 2019
    Having an Amazon Prime membership is becoming a standard across the country. In fact, eMarketer predicts that by the end of the year, 51.3% of U.S. households will subscribe to Amazon Prime...
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  • How grocery can convert infrequent customers into brand loyalists

    Zach Brown | Mar 7, 2019
    It’s no secret that consumer habits have changed, especially when it comes to food and beverage purchases. With revamped offerings at convenience stores (c-stores), the widespread popularity of online meal kits, and (of course) Amazon, the battle for customers’ “share of stomach” is being fought across a multitude of industries.
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  • Latest from HIMSS19: Patients to gain immediate access to medical records

    David Butler | Feb 26, 2019
    Transparency is an important component for achieving the triple aim of healthcare—better patient experiences (PX), improved health of populations, and lower per capita costs.
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  • How can you engage others to achieve your business goals?

    Diana Kander | Feb 21, 2019
    For the final post in “The Curiosity Muscle” series, best-selling author and previous SMG Forum keynote speaker Diana Kander weighs in on how to create the most innovative version of yourself and your business.
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  • 3 ways data science is driving text analytics innovation

    Dennis Ehrich | Feb 12, 2019
    If you work with data, you’ve probably noticed the phrase “data science” being thrown around a lot more frequently as of late.
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  • Game changer: C-stores win the loyalty of food + beverage customers

    Katie Cofer | Jan 15, 2019
    Capturing customer loyalty is everything in the service industry. Sure, getting people in the door and buying your product is the immediate goal, but making them happy and keeping them coming back for more is the long game.
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  • Don’t let subpar ecommerce experiences hurt in-store conversion rates

    Charlie Moore | Oct 25, 2018
    In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough.
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  • Adapt your conversion strategies to cross-channel shopper motivations

    Paul Tiedt | Sep 25, 2018
    When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately.
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  • Who are your cross-channel customers? It’s a big question.

    Paul Tiedt | Aug 8, 2018
    Since eBay and Amazon launched in 1995, e-commerce has represented a lot of things for traditional retailers. First, unfamiliar territory. Then, endless opportunity for some (and end of days for others). Now, in the age of the cross-channel customer journey, it’s table stakes for customer conversion.
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  • Listening is the #1 thing consumers want from healthcare providers

    Dan Prince | May 8, 2018
    The Beryl Institute and SMG’s healthcare division Catalyst Healthcare Research collaborated on an important research initiative to determine what the patient experience (PX) means to consumers. At the international 2018 Patient Experience Conference, Jason Wolf, president of The Beryl Institute, presented an overview of this study for the first time.
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  • CX pros provide valuable program insight

    Shad Foos | Apr 17, 2018
    We’re a curious bunch. We recently surveyed more than 150 CX pros to understand their company’s CX program priorities and performance. And we learned some pretty cool stuff.
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  • Little Caesars’ “If Crazy Happens” giveaway was a slam dunk with customers

    Derrick Cline | Apr 6, 2018
    Little Caesars may have lost a bet on March Madness, but they still came out as winners. The pizza chain promised free Hot-N-Ready lunch combos if a No. 16 seed beat a No. 1 seed in the NCAA men’s basketball tournament. It seemed like a safe gamble—an upset of that caliber hadn’t happened in 135 games—but on March 16, No. 16 University of Maryland-Baltimore County beat No. 1 University of Virginia in the first round. So Little Caesars made good on its word, and promptly announced the “If Crazy Happens” giveaway.
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  • On stage with Postmates: Tapping into the third-party delivery market

    Michele Vance | Mar 22, 2018
    Imagine: you’re having a “can’t-leave-your-desk” day at work, when you realize the leftovers you brought from last night’s dinner suddenly sound stale compared to something fresh from that new restaurant everyone’s raving about. Thanks to third-party delivery vendors, there’s an app for that (actually, there’s quite a few!). While this convenience is great for you as a consumer, it can present hurdles for you as a business owner—especially if your location is already slammed at lunch and not fully equipped to handle delivery orders.
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  • 3 retail trends to help you gear up for Black Friday

    User Not Found | Nov 17, 2017
    Black Friday. For customers, the term conjures up images of slashed prices, stampedes, and brand new flatscreen TVs. For retailers, these two words may inspire feelings ranging from excitement to sheer terror. To help navigate such a hectic season, we used our market intelligence tool BrandGeek to take a look at 2016 Black Friday weekend data for a few different retail clients. Read on to see what we learned and get some tips on how to keep customers satisfied when tensions are high.
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  • 3 ways grocers can boost basket size (and compete with Amazon)

    User Not Found | Jun 16, 2017
    Let’s start by stating the obvious. There’s been a ton of speculation in recent days around what Amazon’s purchase of Whole Foods means for the grocery industry. One thing all observers can agree upon? The competitive grocery landscape is now far more complex than it was just last week. So let’s take a stab at making it simple again and focusing on the one thing you can execute more successfully than Amazon: finding what your customers like and delivering it better than anyone else.
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