April 22 may officially be Earth Day but there are ways to positively impact the environment on a daily basis. Incorporating green practices into the workplace not only helps the earth on a larger scale, but it can also create a healthier, more engaging environment for employees. Here are a few of the efforts SMG makes and ways you can take small but impactful action today.
One of the best parts about our annual SMG Forum is the opportunity to hear from some of the most innovative minds in the CX industry. This year, we had the honor of welcoming keynote speaker Chip Conley, former Airbnb Head of Global Hospitality & Strategy, who wowed our audience with his powerful insight on market disruption. On today’s blog, Chip takes the reins and expands on this hot topic.
In today’s age of the consumer, businesses must keep the wants and needs of their customers in the forefront. At this year’s Forum, great minds gathered to connect, share, and inspire with the customer experience as the driving source of strategy and innovation.
It’s not often I compare my work life to my home life. In fact, I usually try to keep my office and family separate—multi-tasking between the two rarely works out well. Last week, these two facets of my life merged when I felt as much pride at work as I normally do only when I’m around my children. It happened our annual Client Connect event in London—where over 100 people gathered at the beautiful Chartered Accountants Hall at One Moorgate Place.
Every year we host two client events—Forum in the spring and Power User Exchange in the fall—and after each one, we come away incredibly inspired by our clients’ passion to know more and do better. This year’s Power User Exchange was no exception. The insights we covered could easily fill a book—but for the sake of brevity, I wanted to give you the cliff notes version and share my 3 biggest takeaways.
I’m often accused of being too nice. Clients tell me I should be far more blunt with them when their CX scores are not looking good. They also ask me to tell them more about what everyone else is doing. You can imagine the scenario: a client’s scores are up 2%, but how does this compare to the other brands in their sector? How has Brand X achieved a 6% increase, despite suffering from similar market conditions as the other retailers? How have they managed to create a culture whereby CX is genuinely a part of their business? What new technology is SMG developing to help us over the coming years?
Watch any award ceremony and you’ll start to notice a pattern. The winner’s name is announced, the camera pans to the crowd, the winner hugs a few people around them, and the first words out of their mouths are something like, “Thanks, but I couldn’t have done it without _______.” Great relationships are the foundation of any success story, and we at SMG love opportunities that let us build them.