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.
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.
It’s been almost a year since we published our first blog on the pandemic—a time when essential retailers were scrambling just to keep merchandise on shelves and restaurants were figuring out how to provide customers with a contactless experience.
While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed.
One of the most tangible examples of 2020's accelerated digital transformation can be found in the QSR segment. Between the months of March and August of 2020, mobile usage increased 40% as safer-at-home policies went into effect and consumers turned to digital touchpoints.
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in our text analytics reporting, this latest round of enhancements represents SMG’s dedication to providing brands with robust, intuitive tools that maximize the impact of their experience management (XM) program.
As a massage and facial spa, the pandemic created significant operational challenges for Hand and Stone. To help guide its reopening strategy, the brand wanted to take member feedback into account and implement operational changes to ensure customers felt safe during their visit.
More than seven months into the pandemic, day-to-day operations continue to be in flux. That means experience management leaders (now more than ever) require technology that makes it easy to quickly surface insights, take action on those insights, and drive business outcomes.
To help restaurants + third-party delivery providers collectively navigate the influx of off-premise dining during this period of uncertainty, we gathered feedback from 4,700+ consumers in the UK. Here are the key trends we uncovered and ways to exceed customers’ heightened expectations for health + safety.
As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to provide a seamless and simple mobile experience has never been higher.