• 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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  • SMG moves into 2020 with tech enhancements focused on feedback innovation

    Bennett Gamel | Jan 21, 2020
    The tech enhancements released over the last quarter of 2019 were designed to inspire smart changes in our clients’ business, equipping them with the latest and greatest in experience management (XM) technology.
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  • 8 ways SMG takes a holistic approach to personal wellness

    Kim Klosak | Jan 17, 2020
    Mental health and physical health are not mutually exclusive—one greatly impacts the other. And both are vital to a productive work environment.
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  • How can ratings + reviews be leveraged to increase revenue and prove ROI?

    Jason Norris | Jan 15, 2020
    In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering...
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  • Why CAHPS alone won’t satisfy the growing demand for top-notch patient experience

    Paul Tiedt | Jan 9, 2020
    79% of healthcare professional say the patient experience is a top priority—but only 31% have well-established efforts in place...
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  • SMG Expert Spotlight—Jason Norris

    Employee Spotlight | Dec 19, 2019
    Our new expert spotlight series showcases the great minds of SMG—those who keep us innovating, growing, and driving meaningful change for clients. We sat down with Jason Norris—Vice President, General Manager of Social Solutions—to get the scoop on what it’s like to work in the dynamic world of interactive marketing...
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  • 4 key takeaways from NGPX 2019 that will help healthcare improve PX

    Kalli Hannam | Dec 17, 2019
    It’s no secret the healthcare industry is at a crossroads—driven by a shift in patient expectations, new mandated policies, and transparency demands. Here are 4 key takeaways from NGPX that will help healthcare organizations (HCOs) evolve accordingly and drive meaningful change in the patient experience.
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  • These time-saving capabilities are vital in a ratings + reviews management solution

    Jason Norris | Dec 5, 2019
    Brands need an online reputation management system that integrates their other CX data with unsolicited ratings + reviews. But while implementing an online reputation solution is a great first step, it isn’t enough. That’s like buying a treadmill and thinking you’ll get in better shape just by looking at it. Nothing will get accomplished until you engage with the tool.
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  • Provide a consistent customer experience across retail channels

    Josie Gaeckle | Dec 3, 2019
    While scrambling to drive in-store traffic in an online-focused retail environment, brands have let their customers’ digital experiences suffer. SMG data from a recent study involving a subset of our retail clients found the average Overall Satisfaction (OSAT) for online purchasers is 24 percentage points lower than that of in-store purchasers.
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  • SMG Expert Spotlight—Eric Lemmon

    Employee Spotlight | Nov 21, 2019
    Our new expert spotlight series showcases the great minds of SMG—those who keep us innovating, growing, and driving meaningful change. We sat down with Eric Lemmon, Data Science Lead, to get the scoop on predictive analytics, text sentiment precision, and what it’s like to work with such a multidisciplinary team.
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  • SMG Client Connect 2019: Prioritising humanity in the customer experience

    Jeremy Michael | Nov 18, 2019
    This was the seventh year SMG has hosted this event in London. As always, I was inspired by the calibre of the audience, as well as the amount of impactful, cross-industry conversations that took place.
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  • What 1,300 consumers told us about their Black Friday plans

    Derrick Cline | Nov 14, 2019
    The holiday shopping season starts earlier each year, so we got a jumpstart on how consumers planned to shop this upcoming Black Friday weekend. We turned to our market intelligence tool BrandGeek®—the fastest, most accurate source of behavioral data linked to customer feedback in real time—and uncovered these key findings...
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  • SMG employees make an impact through Day of Giving volunteer event

    Kim Klosak | Nov 11, 2019
    Most days, SMG is focused on helping clients drive meaningful change in their business—but on November 8, employees were able to drive meaningful change in their community. After the success of SMG’s first-ever Day of Giving, employees had a second opportunity to give back in a big way...
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  • The Purpose Advantage | Creating a connection with employees + customers

    Charles Cornwell | Nov 5, 2019
    We sat down with author Jeff Fromm of Barkley to talk about his latest project, The Purpose Advantage, and what brands can do to create a connection with customers and more meaningful experiences for employees.
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  • Combine ratings + reviews with other CX data for the richest insights

    Jason Norris | Oct 29, 2019
    With 95% of shoppers reading online reviews before making a purchase, many companies have already implemented a reputation management solution—but the secret to success is knowing how best to leverage this fast-paced, high-volume feedback.
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  • 6 ways to improve your customers’ digital commerce experience

    Josie Gaeckle | Oct 24, 2019
    In a world where customers are putting a premium on convenience and customization, the brands that come out on top are those that deliver a seamless cross-channel experience. But winning companies aren’t necessarily the ones investing in the fanciest, most expensive technology. There are ways to meet modern consumer expectations without spending thousands...
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  • Q3 tech enhancements focus on streamlined service recovery

    Bennett Gamel | Oct 17, 2019
    SMG’s tech teams have been hard at work designing platform updates that make it easier for brands to collect data, uncover and share insights, take actions, and monitor impact. Building on the advancements we made in Q1 and Q2, here are the key enhancements implemented last quarter...
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  • SMG Expert Spotlight—Fred Gruhn

    Employee Spotlight | Oct 15, 2019
    Our new expert spotlight series showcases the great minds of SMG—those who keep us innovating, growing, and driving meaningful change. In honor of National Cybersecurity Month, we sat down with Fred Gruhn, Manager of Security + Compliance...
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  • 3 ways to retain customers + create brand loyalists in a world of unlimited options

    Todd Leach | Oct 7, 2019
    To be competitive in the current retail environment, brands must go the extra mile to earn repeat customers and gain their loyalty.
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  • Mitigate operational risk with predictive analytics

    Joe Chen, Ph.D. | Oct 3, 2019
    Customer experience management is about using CX data to impact what happens next—and there’s no better way to do that than using predictive analytics to operate in real time.
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Customer Experience Update