• 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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  • Software with a Service (SwaS) vs. Software as a Service (SaaS) | 4 differentiators to help shape your experience management program

    Todd Leach | Apr 29, 2021
    Whether your experience management (XM) program has just recently launched, been live for decades, or is simply an idea at this point, it’s never the wrong time to evaluate how well your organization is listening to customers + employees and acting on those insights. Because if you’re not, there’s a big chance you’re falling short on expectations and customers are taking their business (+ loyalty) elsewhere.
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  • Q4 tech enhancements round out 2020 with SMG’s continued focus on experience management platform innovation

    Bennett Gamel | Jan 28, 2021
    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.
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  • 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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  • Make your CX program rollout official—and noteworthy

    Jacqui Mueller | Nov 14, 2017
    Investing in a customer experience measurement (CX) program is a big deal—especially when that investment has the power to make fundamental improvements throughout your entire business. That’s why taking the right steps early for a successful launch is a critical part in setting your program up for long-term wins. In our previous blogs about launching your CX program, we’ve discussed how to put the right people in charge and brand your program to fit into your company culture. The next step is making the program introduction official and something to celebrate.
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  • Launching a successful customer experience program—Branding your program

    User Not Found | Oct 27, 2017
    Getting your customer experience (CX) program off the ground and on-track for success requires a team effort. And getting everyone on board means making the program fit seamlessly into the rest of your overall brand strategy. Branding your program helps establish its place in your organization’s strategies and priorities—and makes it easier for your team to put it into action.
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  • Don’t let your CX program flame out—establish a steering committee

    Nichole Wright | Aug 14, 2017
    Learning something new can start you on a rollercoaster of emotion. Once we know the benefits we might get, we often want to jump right in. We fantasize about who we’ll become, and the endless pool of possibilities that wait on the other side of the learning curve. Once we take the first step toward the edge, however, we find plenty of obstacles stand between us and our goal. Our excitement wanes. We feel deflated and tired. We tell ourselves things like “If only I had known what to expect, I could’ve planned ahead.”
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  • CKE engages SMG to measure customer experiences at Hardee’s and Carl’s Jr. brands

    SMG Insights | Jul 12, 2017
    CKE Restaurants Holdings, Inc. has selected Service Management Group (SMG) to measure the customer experience for 3,000 Hardee’s® and Carl’s Jr.® locations in North America. In 2018, the program will expand to include an additional 800 international locations across 41 countries. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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  • Incentives—Pay your customers back for their two cents

    Franci Erdmann | Jun 27, 2017
    We know customers are always anxious to give us robust, thoughtful feedback in huge quantities—we don’t even to ask! Just kidding. Sometimes customers need a little encouragement to give us their thoughts and incentives are a great way to do it. Getting a healthy sample is the first step to getting actionable insights that help you make better business decisions—that’s why choosing the right incentive is so important to building a successful CX program.
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  • Your CX program success starts from the top down

    Nichole Wright | Jun 23, 2017
    You already know the importance of a holistic, robust CX program—they give you great insights that drive action and your bottom line. Even with benefits like that, making the case to your C-level executives can still be a challenge. Driving engagement from the top down is critical in getting buy-in from every level in the organization—which is an essential part of running a successful program.
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  • The ultimate key to launching a successful customer experience program

    User Not Found | May 26, 2016
    As business professionals, every week we tackle simple projects and tasks among the bigger programs and enterprises in which we work. How many times have we all had a project—even a simple one—fail due to someone assuming that information was shared, or simply not communicating a critical piece of information?
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Customer Experience Update