KANSAS CITY –– 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.
According to Fromm, Egan’s promotion comes at a time when the company is experiencing tremendous growth. SMG has topped 200 employees and plans to add 50 more employees in 2014. Fromm attributes much of that success to Egan’s leadership. SMG has grown substantially in the last three years through the continued development of long-term relationships as well as new partnerships with leading companies in the multi-unit restaurant, retail, grocery and convenience store industries. Likewise, SMG’s 2012 acquisition of Locately, the leading location analytics and location-targeted mobile surveys firm, helped add more competitive and behavioral insights that impact operations and brand management for existing clients.
“The Locately acquisition has been a significant growth engine for both our core business and custom research. It also made us relevant to consumer packaged good companies,” says Fromm. “That acquisition would not have happened without Chris.”
SMG’s client portfolio includes more than 300 brands doing business across the globe. With the strength of SMG’s customer experience and employee engagement measurement platforms, Fromm and Egan say it's easier to glean relevant insights for clients to increase sales and improve their bottom line. SMG plans to accelerate its global footprint with existing services and continue to evaluate and develop new, intuitive technologies, such as SMG’s new SurveyMini mobile app, to help SMG clients meet the needs of their customers.
“The entire SMG team is focused on our clients’ success. Last year we grew 20 percent based on long-standing relationships with current clients, our innovative technology and our service model. We work side by side with our client partners to turn data into actionable insights that drive their business,” Egan says.
Prior to joining SMG, Egan was a Principal at The Boston Consulting Group (BCG), where he advised consumer retail, restaurant and packaged goods companies on topics including strategy, service models, customer experience, consumer insight and pricing. Before joining BCG, Egan was a senior brand strategist at Intel, where he directed worldwide branding efforts for the Pentium and Celeron brands and managed the development of the Centrino brand. Egan earned an MBA from the Kellogg School of Management.
About Service Management Group:
SMG has established itself as a leader in driving business results through improved customer loyalty and employee engagement. Its innovative and proprietary data collection, reporting and insight tools allow SMG to collect and evaluate more than 90 million consumer surveys annually in 86 countries, 40 languages and for more than 300 brands. SMG is headquartered in Kansas City, Missouri and has offices in Boston, London and Tokyo.
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