• Employee engagement impacts much more than the workforce

    Todd Leach | Jan 31, 2019
    “Experience-driven businesses (EDBs) have happier employees and superior performance across the customer lifecycle”—at least that’s what the most recent Forrester report, The Business Impact of Investing in Experiences, reveals.
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  • Can grocery brands thrive in a convenience economy?

    Zach Brown | Jan 29, 2019
    The battle for “share of stomach” is on, and the fight to win more (and in some cases, simply retain) customers has only intensified.
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  • Alleviate stress through financial wellness

    Rachel Briggeman | Jan 18, 2019
    Health isn’t strictly defined by your BMI or how fast you can run a mile—it’s just as much about mental wellness as it is physical fitness. That’s why we take a holistic approach when it comes to our employees’ health.
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  • Game changer: C-stores win the loyalty of food + beverage customers

    Katie Cofer | Jan 15, 2019
    Capturing customer loyalty is everything in the service industry. Sure, getting people in the door and buying your product is the immediate goal, but making them happy and keeping them coming back for more is the long game.
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  • Innovate with purpose at SMG Forum 2019

    Ken White | Jan 10, 2019
    The beginning of the year means Forum go-time here at SMG. Our annual CX leadership event—this year held from March 4–6 at Four Seasons Orlando—is a much anticipated gathering of CX professionals and industry thought leaders.
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  • SMG Employee Spotlight – Kylie Geiman

    Employee Spotlight | Jan 8, 2019
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Kylie Geiman—Research Analyst.
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  • Change for the better: 3 ways to implement effective testing

    Andy Fromm | Jan 3, 2019
    It’s the first week of a new year—the perfect time to reflect on last year’s challenges and successes, and to look forward to what is to come in 2019. While everyone makes a pledge to hit the gym, eat healthier, and save money this month, I challenge you to make a different kind of New Year’s resolution—renew your curiosity.
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  • 6 CX trends for 2019: Place your dollars on these bets

    Shad Foos | Dec 18, 2018
    Every customer is different. Every brand is different. And as expectations continue to evolve, it’s imperative that your customer feedback management (CFM) program is innovating to keep pace.
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  • Recognizing loyalty: How SMG helps employees mark 10-year milestone

    Employee Spotlight | Dec 14, 2018
    When SMG employees reach their 10-year milestone, they are gifted a designated amount to go towards a vacation or experience. We talked with a few employees about their anniversary trips and took a look back at their 10 years at SMG.
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  • Are c-stores delivering a better customer experience than QSRs?

    Katie Cofer | Dec 12, 2018
    Grabbing a quick bite to eat used to mean pulling up to your favorite fast food restaurant for a burger and fries. But with the rise of food and beverage purchases from convenience stores (c-stores) over the past few years, this assumption is no longer.
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  • Consistent CX is a key component of customer loyalty

    Hannah Hartsig | Dec 6, 2018
    Meticulously curated Instagram galleries, catchy taglines, expensive advertising, and even blog posts like the one you’re reading now—the investment required to sustain a consistent and memorable brand image is crucial.
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  • Black Friday 2018: Less traffic, higher spend

    Derrick Cline | Dec 4, 2018
    While more and more people are opting to do their Black Friday shopping from the comforts of their couch, there are still many who brave the crowds and shop in stores over the holiday weekend.
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  • The next generation of CX | Client Connect 2018

    Jeremy Michael | Nov 29, 2018
    Standing on stage at SMG Client Connect this month really made me appreciate how much the CX industry—and our company—has grown in the past few years. From our first UK client event with just a handful of brands to this month’s gathering of nearly 100 CX professionals, we’re in the midst of an exciting transformation.
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  • Make it personal: Tips on creating a more click-worthy CX email invitation

    Courtney Garcia | Nov 28, 2018
    As email continues to remain an effective method for most brands to communicate directly with customers, companies face an uphill battle in making sure their messages stand out. And when it comes to emailing CX survey invitations, the stakes are even higher...
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  • Is your organization focused on what matters most to customers?

    Andy Fromm | Nov 27, 2018
    In today’s tech-driven, digital world, focus can be a challenging act. We have more and more resources, options, and channels delivering us information every second. In fact, the human population is now said to have an attention span of just eight seconds—shorter than a goldfish.
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  • SMG Employee Spotlight–Eric Goodloe

    Employee Spotlight | Nov 12, 2018
    Our Employee Spotlight series give you a behind-the-scenes peek at what makes SMG work—our people. In honor of Veteran’s Day, meet Eric Goodloe—retired Gunnery Sergeant of the United States Marine Corps and current Senior Software Engineer.
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  • Who is the c-store customer + what are they buying?

    Katie Cofer | Nov 6, 2018
    The look, taste, and reputation of convenience stores (c-stores) aren’t what they were 10 years ago—and they’re not going to be the same 10 years from now. For the past decade, c-stores have been improving and innovating their food and beverage offerings—developing specialty menu items and re-inventing the c-store customer experience.
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  • Patients have spoken: People + processes matter more than facilities

    Dan Prince | Nov 1, 2018
    The healthcare industry is rapidly changing, and patients are the driving force. Consumers are now applying retail behavior to healthcare. A 2017 study published by The Beryl Institute found that as many as 65% of American consumers are in the market for a new physician.
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  • SMG rated as a Strong Performer in recent Customer Feedback Management evaluation

    SMG PR | Oct 30, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience, employee engagement and brand research partner to more than 500 brands, has been rated as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018.
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  • Don’t let subpar ecommerce experiences hurt in-store conversion rates

    Charlie Moore | Oct 25, 2018
    In the age of cross-channel shopping, no touchpoint exists in a vacuum—and customers have elevated expectations for integrated brand experiences. With 73% of consumers using multiple channels during their shopping journey, single-channel excellence is no longer enough.
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Customer Experience Update