Service Management Group leverages technology to help brands unlock critical customer and employee insights

Shad Foos | Apr 18, 2017 Shad Foos 04/18/17

SMG is rated as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017. The report noted that “SMG excels at services and benchmarking, especially for retail and restaurant clients.”

The report was published April 10, and evaluates 10 top CFM vendors on their platforms. SMG ranked higher than all other firms in the support, professional services, benchmarking, and client success criterion, as well as the software access and usability criterion. SMG also received the third-highest ranking in the technology criterion. The Wave also measured strategy, for which SMG received the highest scores possible for the client understanding, as well as employee experience and retention criteria. 

“We invest heavily in our technology platform to measure, analyze and report highly-accurate customer and employee data,” said SMG Chairman and CEO Andy Fromm. “And we rely on client input, industry data and other public ratings to make appropriate technology investments. Feedback from this process will be one more source of input as we build a world-class CX platform.”

One example of SMG’s world-class technology is the smg360™ mobile reporting app which has more App Store reviews and is rated a full star higher than any other CX reporting app. “That’s a tangible data point that says our tech is relevant and helpful for our clients,” said Fromm.

“We’re really proud of our tech, but it’s our professional services that really set us apart,” said SMG President and COO Chris Egan. “We focus on helping clients gain insights from the data with a large team of advanced-degree researchers and CX professionals who help implement and manage client programs. Our teams really do work as an extension of our client teams, turning data into actionable insights that drive business results,” said Egan.

SMG’s unique approach works well for brands who understand the importance of customer feedback and employee engagement, while preferring the effective and efficient benefits of a long-term strategic partnership for program leadership and execution.

The Forrester Wave also cited SMG’s performance in the areas of survey scripting, and noted that SMG’s “in-depth research on survey layout, questions, and survey incentives helps clients boost response rates.” “Any one of these seemingly small details can make or break a successful program,” said Egan.

SMG has been innovating in the areas of customer experience and employee engagement for more than 26 years. “We continue to learn with our clients every day,” said Fromm. “We parlay that learning into a more turnkey approach for all clients – maximizing their results from the start. It’s a practice that’s served our clients well. And when they’re successful, we’re successful. That’s a benchmark of true partnership.”

Learn more about SMG’s approach here.

Shad Foos
VP, Marketing

Customer Experience Update