• Celebrating International Women’s Day + forging a gender equal world

    Employee Spotlight | Mar 6, 2020
    International Women's Day [March 8] provides an important opportunity to celebrate women's achievements while calling for greater gender equality. This year's theme is #EachforEqual, with the mission to create a gender equal world.
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  • 4 fundamentals you should know about the patient experience today

    Brett Brende | Mar 3, 2020
    The healthcare industry overwhelmingly recognizes the patient experience (PX) as a critical initiative—4 out of 5 organizations cite it as a top priority in the next three years. But that near unanimity doesn’t mean all healthcare professionals are on the same page about what the patient experience is or who owns it.
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  • What restaurants need to know about millennial and Gen Z consumers

    Paul Tiedt | Feb 27, 2020
    Restaurants have taken 21st century approaches to attract millennial and Gen Z consumers—but don’t worry, a branded TikTok account isn’t necessary for earning their share of stomach. And while they might be making an impact on the food landscape as we know it, keeping them satisfied doesn’t have to be complicated. Read on for three things restaurant brands need to know...
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  • 3 ways to humanize feedback with online ratings + reviews

    Jason Norris | Feb 25, 2020
    Today’s customers are more often using feedback methods like images, speech, and video to provide very candid, human experiences with the brands they encounter. Brands that are able to connect with these consumers and “bring the real voice of the customer front and center” will come out ahead.
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  • SMG Expert Spotlight—Shad Foos

    Employee Spotlight | Feb 20, 2020
    Our 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 Shad Foos—SMG’s first Chief Experience Officer—to learn more about the driving force behind this new role and how he’s helping shape SMG’s customer-centric culture.
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  • How millennials and Gen Z are changing the food landscape

    Paul Tiedt | Feb 18, 2020
    With 72 million millennials in the United States and Generation Z nearing 91 million, restaurant and grocery brands have lots of hungry mouths to feed—but can’t expect the tactics used on previous generations to yield the same results.
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  • SMG’s 3 key takeaways from The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020

    Ken White | Feb 13, 2020
    SMG has been recognized as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020 report, one of the industry’s most thorough and detailed analyses of the customer feedback management (CFM) marketplace.
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  • 3 reasons to attend xfluence, the premier experience management conference

    Todd Leach | Feb 4, 2020
    I’ve been attending SMG events for more than 10 years. The one thing I consistently hear from clients is there is no better opportunity to connect with fellow peers and share meaningful conversations about program successes and challenges.
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  • Cross-channel shopping trends to prepare for in 2020

    Charlie Moore | Jan 29, 2020
    In 2010, everyone thought e-commerce would eventually make traditional touchpoints obsolete—so retailers scrambled to keep up with the new normal by focusing on improving their digital touchpoints separately from the brick-and-mortar experience. A decade later, CX data proves shoppers want their online and in-store touchpoints to not just coexist, but complement each other...
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  • 5 digital CX mistakes you can avoid

    Josie Gaeckle | Jan 28, 2020
    Customers expect interactions with brands across all industries to be convenient and customized—particularly when it comes to digital experiences. And not only do today’s consumers have less patience, they believe companies should understand (and anticipate) their needs.
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  • 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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Customer Experience Update