• Winning brands tap mobile CX tech to drive customer loyalty

    User Not Found | Jan 13, 2017
    It’s an indisputable fact that brands compete on customer experience across all channels 24/7. Winning brands listen to customers and act on feedback in order to make operational improvements that create better experiences, drive loyalty, and improve financial performance.
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  • The Year of Giving

    Mary Widmer | Jan 6, 2017
    As we celebrate the beginning of a new year, we’ve been reflecting on everything we’ve accomplished, where we’re going, and who we are. Since our inception, the spirit of service has always been in our nature. It’s in our name, and it’s the first of our five core values—Service, Respect, Integrity, Excellence, Teamwork—so we knew we wanted to incorporate the idea into the 25-year celebration in a meaningful way. We are fortunate to be a talented group of people who have most of our needs met—and we wondered how we could share that abundance with others. Out of that, the Year of Giving was born.
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  • Is Black Friday dead? Not quite, but retailers may need to pivot

    Paul Tiedt | Dec 16, 2016
    As always, Thanksgiving came and went in a blur of turkey-induced naps, awkward conversations with extended family members, and of course, blockbuster retail deals. Though Black Friday continues to account for a large portion of holiday spending, recent consumer trends have many wondering just how long that will last.
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  • Contact Centers—often overlooked, yet essential to your overall CX strategy

    Charlie Moore | Dec 9, 2016
    In the past, customer contact centers may have been viewed as a waste of revenue. These numbers prove that companies cannot afford to ignore the reality that contact centers are an important extension of the brand and must adjust their approach accordingly.
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  • Kansas City Zoo reaches one million visitors by focusing on what counts

    Jessica Falconer | Dec 2, 2016
    When it comes to your business strategy, losing customers can be a hard pill to swallow. And implementing a new program often means an invitation for growing pains—but it doesn’t have to. Focusing your efforts in key places can turn your declining visit share around and drive your business in exactly the right direction. A great example of this principle at work lives right here in KC.
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  • Declining trends for casual dining? It’s not the end

    User Not Found | Nov 18, 2016
    For the last few years, many restaurant industry publications have made predictions about the end of casual dining. The rising influence of new regional fast-casual concepts—as well as increasing grab’n’go options from supermarkets and c-stores—don’t do much to dispel the rumors either. It seems almost every week there is another casual dining concept filing for Chapter 11 restructuring. We rarely hear about new or growing casual dining concepts in the US—and most of the growth that does occur happens internationally. Yet SMG is proud to have added many new casual dining partnerships in 2016, and we were curious to learn more about the future of this segment within the restaurant industry.
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  • How key are partnerships for improving your insights?

    User Not Found | Nov 11, 2016
    Last week at our Client Connect event in London, the meaning of successful partnership was at the front of my mind. Anytime I review our client portfolio with our account teams, our discussion focuses on this question: “What has the client done with our insights?”
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  • Power Up Your People – SMG teams up with NACS/CCRRC to show you why employee engagement is essential to your brand’s success

    User Not Found | Oct 21, 2016
    Measurement of employee engagement is an important part of what we do at SMG, and I was thrilled to work with an impactful organization like NACS—whose focus is to make major improvements in employee experiences across the c-store industry.
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  • Happy CX Day! Today we celebrate CX pros everywhere

    Shad Foos | Oct 5, 2016
    We know great customer experiences are always worth celebrating—that’s why every day is CX day here at SMG. Even still, it’s easy to focus on data and analytics and forget about the bigger picture. Let’s take this opportunity to step back from the data and celebrate the impact first-class customer experiences have on real people every single day.
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  • Experience or product? Millennials prize quality interaction

    Michele Vance | Sep 30, 2016
    Customer loyalty is hard to build—especially among millennials who seek and demand better experiences over better products. Social media has further complicated the issue with a powerful public platform for consumers to let brands know exactly how feel. This means your approach to customer service is more important than ever, and it is essential to rethink your strategy from start to finish.
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  • Power User Exchange in review: Powering an insights culture

    Will Mariner | Sep 23, 2016
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  • Defining omnichannel—a first step on the path to better experiences

    Todd Leach | Sep 9, 2016
    It’s no surprise to anybody that omnichannel capabilities have drastically changed the game—for both retail and restaurant. It’s no longer enough to focus on the customer experience you provide in your physical locations. To be successful, you must consider your app experience, online experience, contact center experience, and others—and how all of those channels interact with each other. Because your customers are using all of them. What is omnichannel?
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  • Engage the field by tying cx data to familiar metrics

    Krystal Montague | Aug 26, 2016
    Everyone knows a best-in-class customer experience (CX) measurement program has to deliver cutting edge technology and world class insights—but technology and insights have little impact if field teams and front-line employees aren’t using the program to drive action. That’s why we recently partnered with the Customer Experience Professionals Association (CXPA) to present a webinar on how to drive field engagement—a crucial, but often overlooked, component of any successful program.
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  • How multi-unit organizations can tap into the social web

    Jason Norris | Aug 12, 2016
    The concept of word-of-mouth (WOM) marketing has been around since…well, since we’ve been using mouths to make words. But the explosion of social media networks and review websites over the past decade has made WOM more impactful than ever.
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  • Wendy’s engages Service Management Group to support its mission of delighting every customer

    User Not Found | Aug 3, 2016
    SMG partners with more NRF Top 100 brands than any other CX firm in our space. Today, more than 30% of the Top 100 list are SMG clients. And the number continues to grow with our strategic partnership with The Wendy’s Company. Through customer experience measurement, employee engagement and brand research, we’re helping Wendy’s make strategic decisions that deliver on its mission to delight every customer.
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  • Mary Brown’s Famous Chicken & Taters!

    User Not Found | Jul 28, 2016
    We’re proud to announce our delicious new partnership with Mary Brown’s Famous Chicken & Taters! Mary Brown’s, founded in St. John’s, Newfoundland, operates nearly 130 locations across Canada. The brand’s cult following loves Mary Brown’s for delicious chicken made from scratch—sandwiches, wraps, wings, and fingers—along with famous taters and gravy.
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  • Is your brand keeping pace with consumer trends?

    Paul Tiedt | Jul 22, 2016
    If you’ve been paying attention to the customer experience (CX) industry over the last several years, you’ve probably noticed a seismic shift in the way brands are prioritizing their CX measurement initiatives. And if you’ve been paying attention to the marketplace, that really shouldn’t come as much of a surprise. That’s because today’s customers are more tech-savvy—they’re researching brands online, interacting across new touchpoints, and sharing their experiences on social. Even more importantly, those customers have more brands to choose from than ever before. That confluence of increased competition and a more public consumer voice has led brands to invest more resources in making sure every customer experience is as good as it can be.
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  • What does your customer survey say about your brand?

    Shad Foos | Jun 29, 2016
    We all know customer feedback is critical for creating loyalty and driving financial performance. We all know customers are interacting with brands across more touchpoints than ever...
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  • 3 Ways to take your CX program to the next level: Part 1

    User Not Found | Jun 23, 2016
    There’s never been a more exciting time to be a customer experience professional. You have more tools that enable you to listen better, act faster, and outperform competitors than you’ve ever had before. In this series, we’ll explore 3 ways smartphones can take your CX program to the next level.
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  • Nutrisa engages Service Management Group for customer experience measurement

    User Not Found | Jun 17, 2016
    As we continue to expand our footprint in Latin America, we’re very proud to welcome the Nutrisa team into the SMG global community. We started working with Nutrisa earlier this year and officially announced our partnership this week. We’re looking forward to a long and mutually prosperous relationship as Nutrisa grows its retail and food service offering.
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Customer Experience Update