Service Management Group keeps its focus on CX tech and insights with two executive promotions

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KANSAS CITY, Mo. – Service Management Group (SMG) helps brands connect with customers and employees by delivering a unique combination of technology and insights. This differentiated offering has resulted in significant year-over-year growth. As a result of their contributions, Michele Vance has been promoted to chief sales officer while Shad Foos has been promoted to chief marketing officer.


SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe listen, understand and act on feedback and behavioral data. With those critical insights, brands can make informed business decisions and take fast actions that drive loyalty and financial performance. SMG continues to evolve its omniCX™ product suite, as well as Brand Research and Employee Engagement solutions, making the firm an even more competitive leader in the space.

Michele Vance is responsible for global growth, including expanding customer engagement teams in SMG’s UK and Japan offices. Vance has been instrumental in shaping the SMG story and helping prospective clients understand the value of integrating CX technology and insights with one partner.

“It’s an interesting evolution and growth period for SMG,” said SMG President and COO Chris Egan. “And Michele has been a big part of making it happen. Beyond our restaurant category expertise, she’s helped us become a major player within the retail space. Today we partner with one in three brands on the National Retail Federation Top 100. And we’re rapidly expanding into other important verticals like healthcare, too. Michele approaches each opportunity through the eyes of the prospective client. She instinctively guides teams toward solutions that make the most sense for reaching their goals.”

“Our success has been driven by the fact that we employ the same philosophy we share with our clients,” said Vance. “We listen better to act faster, and we’ve outperformed our competition. It’s been rewarding to help our teams hone our message and embrace our position. And I’m particularly grateful for our client insights teams, who provide us with a base of hundreds of highly-satisfied clients who not only love their SMG program, but also refer us to more potential clients.”

Shad Foos leads a growing organization responsible for brand development and marketing, including positioning, demand generation, product marketing and branded content.

“Delivering the right combination of technology and insights is a meaningful differentiator. And when we effectively deliver that message, brands see we’re the clear choice,” said SMG Chairman and CEO Andy Fromm. “As we evolve our product and technology offerings, our marketing team is helping prospects, and even current clients, appreciate how we’re different. The advancements Shad has led with talent, process, message and measurement has had a significant impact. And the integrated approach that Shad and Michele have created between sales and marketing has us well positioned.”

“It’s a team sport,” said Foos. “And the entrepreneurial spirit is alive and well throughout SMG. We understand a good idea can come from anywhere. It’s our job to make sure that idea solves real problems for our clients and prospects, and to deliver it in a way that’s relevant and compelling. It’s an important moment for SMG. We’re making advancements across the board to help our client partners make stronger customer and employee connections. When that happens, everyone wins. That’s the power of real partnership.”

For more information on SMG’s philosophy and offering, visit

About Service Management Group

SMG (Service Management Group) partners with more than 450 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform competitors. Strategic solutions include omniCX™, Brand Research, and Employee Engagement. SMG evaluates 200 million surveys annually, across 130 countries. To learn more about SMG, visit or call 1-800-764-0439.


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