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Blog

  • Lidl’s U.S. expansion | A case study in changing market dynamics

    User Not Found | Jan 25, 2018
    For even the most well established brands, a new concept breaking into your market can be a challenge. Today’s consumers like to have options and can be easily tempted by the newest, shiniest brand on the block—especially if it saves them money, provides high-quality products, or offers a unique service. Such is the case with Lidl, the German-based grocery giant that began expanding into select U.S. markets in June 2017. With everyone in the grocery industry anxious to see how the new concept fares, we used our market intelligence tool BrandGeek® to see what’s in store and how established brands can prepare.
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  • Keep your front lines engaged in CX by keeping them in the loop

    Nichole Wright | Jan 23, 2018
    Nothing motivates like a progress report. Whether the news is positive or negative, most of us like to know where we stand—especially when we’re working toward a specific goal.
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  • Patients have less patience in the digital age

    Dan Prince | Jan 17, 2018
    Most of us do things differently in the digital age. We expect everything to be fast. Easy. Convenient. Those expectations don’t stop with retail stores and restaurants. We want the same from hospitals and doctors, and if we aren’t happy with the service we receive, we’ll look for another provider. So what can providers do to inspire loyalty?
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  • SMG Employee Spotlight – Andy Eaton

    Employee Spotlight | Jan 12, 2018
    Our Employee Spotlight series highlights what makes SMG work—our people. Learn more about the team that brings technology and insights together, and what it’s like to work here. Get to know Andy Eaton—Sr. Software Engineer.
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  • It’s not about finding the weakest link. It’s about seeing the linkage.

    Jacqui Mueller | Jan 10, 2018
    No single location can make or break your business, but each makes an impact on your overall performance. Take an amusement park that has a mix of thrilling rides and ho-hum ones. Most people will return to the adrenaline-pumping attractions and avoid the others. (And they’re bound to tell friends about their experiences.) Similarly, the customer experience (CX) you create across all of your locations makes an impression—and an impact. Some locations perform better than others, but all influence the bottom line.
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  • Gearing up for 2018 | How everyone benefits from a healthy workplace

    Kim Klosak | Jan 5, 2018
    With each New Year comes the opportunity to reflect on the past, assess the present, and plan for the future. For organizations, that means putting strategic initiatives in place aimed at ensuring long-term, sustainable success. For employees, it may be resolving to make meaningful changes starting January 1. While those two iterations of the same principle may seem worlds apart, they’re actually more intertwined than you might think.
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  • Adopt the growth mindset + act already!

    User Not Found | Dec 21, 2017
    As a consultant to several restaurant, retail, and grocery brands, I have the opportunity to present employee survey findings to executive teams almost 50 times a year. This has provided some unique opportunities for casual data collection based on meeting observations. Through my observations, I have come to realize a great predictor of growth—not only related to employee engagement, but also to the business in general—is how the team responds to their data and commits to action. Whether those teams know it or not, they’re demonstrating many of the qualities of a “growth mindset”—a principle made famous by Carol Dweck.
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  • Survey maintenance + partnership—Keeping your surveys healthy

    Emily Gates | Dec 15, 2017
    Building a killer customer experience (CX) survey is no easy task. Once you’ve established the right invitation method, incentive, structure, length, and design—you may feel tempted to kick your feet up and leave it alone. But ensuring long-term success of your CX program means keeping track of how your survey is doing, even after you’ve put it all together.
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  • SMG Employee Spotlight – Brittaney Canupp

    Employee Spotlight | Dec 12, 2017
    Our Employee Spotlight series highlights what makes SMG work—our people. Learn more about the team that brings technology and insights together, and what it’s like to work here. Get to know Brittaney Canupp – Account Analyst in Client Insights.
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  • Is your CX program working? Let's prove it.

    Jacqui Mueller | Dec 7, 2017
    The sound of cash registers practically drowns out the jingle bells these days, but sales aren’t the biggest story. Service is. We’re in the age of the customer, and 84% of firms say their primary aspiration is to be a customer experience (CX) leader. You’re probably among them.
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  • Trust: The missing ingredient in American healthcare?

    Dan Prince | Dec 5, 2017
    Ten years of survey results paint a dismal picture. Hospitals don’t trust health plans. Physicians don’t trust health plans. And health plans register only a nominally higher rate of trust in hospitals and physicians.
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  • Black Friday: How did retailers fare in 2017?

    Paul Tiedt | Dec 1, 2017
    Another Thanksgiving has come and gone, complete with the familiar traditions of family meals and adrenaline-fueled shopping trips. In keeping with our own tradition of analyzing Black Friday shopping trends, we turned to our market intelligence tool BrandGeek®—the fastest, most accurate source of behavioral data linked to customer feedback in real time. While last year’s data provided perspective on declining visits and shifts in trip motivation, we were eager to get another real-time look at how consumer behavior plays out during this critical period for retailers.
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  • Turn browsers into buyers by monitoring web traffic

    User Not Found | Nov 29, 2017
    Our data science team is hard at work discovering new ways to use technology and data to bring deep, meaningful insights to our clients. In a previous blog, we talked about our omnichannel approach and how we’re exploring and thinking about the digital layer in new ways to enhance our clients’ understanding of the customer experience (CX).
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  • Client Connect 2017—biggest insights and takeaways

    Jeremy Michael | Nov 20, 2017
    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.
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  • 3 retail trends to help you gear up for Black Friday

    User Not Found | Nov 17, 2017
    Black Friday. For customers, the term conjures up images of slashed prices, stampedes, and brand new flatscreen TVs. For retailers, these two words may inspire feelings ranging from excitement to sheer terror. To help navigate such a hectic season, we used our market intelligence tool BrandGeek to take a look at 2016 Black Friday weekend data for a few different retail clients. Read on to see what we learned and get some tips on how to keep customers satisfied when tensions are high.
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  • Make your CX program rollout official—and noteworthy

    Jacqui Mueller | Nov 14, 2017
    Investing in a customer experience measurement (CX) program is a big deal—especially when that investment has the power to make fundamental improvements throughout your entire business. That’s why taking the right steps early for a successful launch is a critical part in setting your program up for long-term wins. In our previous blogs about launching your CX program, we’ve discussed how to put the right people in charge and brand your program to fit into your company culture. The next step is making the program introduction official and something to celebrate.
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  • 7 tips for using your omnichannel CX program to close the loop

    Jennifer McKenzie | Nov 9, 2017
    We say it all the time: don’t settle for a customer feedback program—invest in a customer insights program. A feedback program essentially amounts to a list of reviews. There may be some interesting tidbits here and there, but for the most part, it just sits on your shelf collecting data. A customer insights program, on the other hand, makes sense of all that data to help you drive meaningful actions—across every channel.
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  • SMG uniquely delivers VoC technology + professional services on a global scale

    User Not Found | Nov 7, 2017
    Service Management Group (SMG) is featured in Gartner’s October 24, 2017 Market Guide for Voice-of-the-Customer (VoC) Solutions. SMG is a global leader in customer experience measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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  • SMG Employee Spotlight—Jared Gray

    Employee Spotlight | Nov 2, 2017
    Our Employee Spotlight series highlights what makes SMG work—our people. Learn more about the team that brings technology and insights together, and what it’s like to work here. Get to know Jared Gray—Research Analyst on Team Falconer.
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  • Text analytics helps you do more than just listen

    Teresa Cain | Oct 31, 2017
    The way people shop is changing faster than ever. From online to in-store, consumers have access to vast amounts of information that helps drive every purchase decision they make—which means more competition than ever.
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