• 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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  • Conquer the Survey Creep (by managing your survey length)

    User Not Found | May 10, 2016
    There is a monster running loose in many customer experience (CX) programs. He is sneaky, sometimes pushy, but yet charming and evasive. He may be a force that has been present since the inception of your CX program and you don’t even realize he exists. He can attack by persuading you into a “yes” answer without you realizing it, or he can come pounding into your office and demand to get his way.
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  • Winning with employees

    User Not Found | Apr 8, 2016
    There’s a lot written about how vital employees are to delivering a great customer experience. That’s why engagement initiatives have gone beyond a trend to become an established best practice for today’s leading organizations. SMG was founded on The Service Profit Chain—a principle stating that loyal employees lead to loyal customers who recommend your brand to others, return more often, and spend more when they visit.
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  • DineEquity selects Service Management Group for global guest experience measurement

    SMG Insights | Feb 4, 2016
    DineEquity, Inc. has selected Service Management Group (SMG) to measure the guest experience for its Applebee’s Neighborhood Grill & Bar and IHOP brands. SMG is a global leader in customer experience measurement, helping more than 325 brands around the globe to listen, understand and act on customer feedback and behavioral data.
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  • SMG's Jack Mackey recognized as Who's Who in CX

    SMG Insights | Jan 29, 2016
    As SMG's Chief Evangelist and VP of Sales, Jack Mackey knows the value of the customer experience. His passion and thought leadership has landed him on CXPA's list of Who's Who in CX.
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  • Service Management Group focuses on strategic client partnerships, promoting Ken White to Chief Client Officer

    SMG Insights | Jan 13, 2016
    Service Management Group (SMG) recently promoted Ken White to a newly created executive role of Chief Client Officer. White has been with SMG since October 2010, covering assignments across the organization, including roles in product and marketing. White most recently held the position of Senior Vice President, Client Services.
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  • Service Management Group receives technology patent for SurveyMini® mobile research app

    SMG Insights | Dec 4, 2015
    Service Management Group (SMG) has been granted a patent for analytics integrated within its location-based mobile research app SurveyMini. Specifically, the patent covers technology that analyzes patterns of consumer behaviors to understand degrees of brand loyalty.
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  • SMG Recognized as a Top 50 Market Research Firm

    SMG Insights | Aug 6, 2015
    The American Marketing Association (AMA) once again named Service Management Group as a top 50 market research firm in its 2015 AMA Gold Top 50 Report. Moving up six spots from last year’s report, SMG now ranks #27 overall for revenue out of 192 U.S.-based, for-profit market research companies.
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  • QSR International taps Service Management Group for consolidated customer experience measurement

    SMG Insights | Jun 2, 2015
    Service Management Group (SMG) has been awarded QSR International’s business to measure more than 160 restaurant locations in Latin America and the Caribbean. SMG is the global leader in customer experience measurement, helping more than 325 brands around the globe to listen, understand and act on customer feedback
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  • Great partnerships generate great work

    SMG Insights | Apr 29, 2015
    We love what we do. And one of the most rewarding aspects of our work is making a meaningful difference in our clients’ business. Nothing drives that more than real partnership and collaboration between our team and our client teams. Because the more our clients know about their customers’ and employees’ experiences, the more 5-start experiences they’ll create. And the more we know about our clients’ business, the more we can help with actionable insights. So we take it to heart when our clients recognize our contributions. SMG recently received two such awards for notable contributions to our clients’ business.
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  • How Yum! Brands drives consistency across a global organization: What we learned at RLC 2015

    SMG Insights | Apr 1, 2015
    SMG presented at a Restaurant Leadership Conference innovation session with Andy Waite, Chief Compliance Officer of KFC and Pizza Hut Global. One of the most important things we learned from Andy was how Yum! Brands uses customer experience measurement to drive operational initiatives worldwide.
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  • Customer-centric initiatives take center stage at Retail Week Live

    SMG Insights | Mar 19, 2015
    We thoroughly enjoyed playing a key role at Retail Week Live in London last week. To see so many retailers talking about genuinely putting customers back at the heart of the business, both by listening and looking for ways to take action, was refreshing and exciting.
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  • Does more holiday traffic mean less manager interaction?

    SMG Insights | Dec 10, 2014
    It’s that time of year—when your restaurants fill with holiday shoppers, and you wonder if it’s still possible to deliver on the basics. With that in mind, SMG wanted to know whether managers are more or less attentive to customers during the holidays.
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  • Are guests looking for something different when they’re away from home?

    SMG Insights | Nov 6, 2014
    With people getting ready to hit the road for the holiday season, we explored how consumer preferences change when they’re away from home. We used SurveyMini®—SMG’s location-based consumer research app—to find out, collecting behavioral data from 920,141 visits to 329 restaurant brands.
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  • Which MLB stadium hits a home run with fans?

    SMG Insights | Oct 21, 2014
    We used SurveyMini to uncover which MLB playoff stadiums hit a home run with fans. See how the 8 playoff stadiums did on food and beverage quality, cleanliness of restrooms, and overall satisfaction—and who emerged as the postseason champ of fan satisfaction.
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  • We shared. We learned. We celebrated. We created impact.

    User Not Found | Sep 19, 2014
    We just wrapped up 3 crazy impactful days at our annual Power User Exchange. More than 100 clients and prospects joined us in Kansas City for collaborative workshops, roundtables, and idea exchange. Famed improv group The Second City led our keynote address and provided some laughs along the way.
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  • How does your brand fare when guests are traveling?

    User Not Found | Aug 28, 2014
    With so many people hitting the road during the busy summer season, we wanted to focus on these traveling guests in our latest Hit or Myth. For this edition we used SurveyMini—SMG’s location-based consumer research app—to see how behavior changes when guests are outside of their home market.
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  • Paul Hunt hired to structure domestic and international growth

    User Not Found | Aug 11, 2014
    Service Management Group (SMG) hires Paul Hunt as global head of sales. SMG is the global leader in customer experience measurement and tops the industry in shopper insights with its consumer-facing mobile research app, SurveyMini®.
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  • Service Management Group (SMG) promotes Chris Egan to President and Chief Operating Officer

    User Not Found | Apr 10, 2014
    Service Management Group, Inc. (SMG) has announced the promotion of Chris Egan to President and COO. Egan oversees client services, research, and sales. Chairman and CEO Andy Fromm continues to focus on product innovation and global expansion while remaining accessible to clients.
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  • How do outdoor diners rate your restaurant experience?

    User Not Found | Apr 8, 2014
    This month, with the weather finally beginning to warm up, we looked at how the experience changes for diners who choose to eat outside.
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Customer Experience Update