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Online Reporting System

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Blog

  • Strength in numbers: Get an actionable sample to guide your CX focus

    Jennifer McKenzie | Aug 16, 2018
    Field engagement is vital to the success of any CX measurement program. Without the dedication and follow-through from your front-line team, the voice of your customer will never be heard. In order to keep your team engaged, we defined the first 3 steps you should take.
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  • Opportunities to win customer loyalty are cleverly disguised as problems

    Jacqui Mueller | Jul 17, 2018
    Delivering a seamless, problem-free experience from start to finish is typically the end game when it comes to serving customers. Who doesn’t want to wow their customers right out of the gate? But as we all know, sometimes the best intentions can fall short. When that happens, don’t panic and declare defeat. We’ve got some good news for you: if you play your cards right and use technology to your advantage, this could actually be a good thing.
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  • Tailor CX reporting tools to specific roles for bigger impact

    Jessica Falconer | Jul 12, 2018
    When it comes to the customer experience, there are no small roles within your organization—everyone makes an impact. By getting your entire team on board and in tune with your CX measurement strategy, you can expect more engaged, dedicated employees—and in turn, more satisfied, loyal customers.
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  • Pair CX data with familiar metrics to showcase accuracy + impact

    Jennifer McKenzie | May 15, 2018
    The success of any CX program depends largely on your field teams. But you can’t expect them to blindly trust the program. A lot of big talk isn’t nearly as motivating as truth in numbers, so show them. By giving your team tangible examples with data, you will create employee engagement, inspire them to get on board, and help carry out the mission of your CX program.
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  • CX pros provide valuable program insight

    Shad Foos | Apr 17, 2018
    We’re a curious bunch. We recently surveyed more than 150 CX pros to understand their company’s CX program priorities and performance. And we learned some pretty cool stuff.
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  • Third-party delivery: What’s at stake for your brand?

    Michele Vance | Apr 10, 2018
    Third-party delivery is quickly becoming one of the biggest market disruptors in the restaurant industry. To help brands understand what’s on the line, we used SurveyMini®—SMG’s consumer mobile app and the fastest, most accurate source of behavioral data linked to customer feedback in real time—to collect responses from more than 42,000 users.
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  • Want a CX-centric culture? Communicate results broadly + consistently

    Jennifer McKenzie | Mar 20, 2018
    When was your last customer insight? Better yet, how did your teams use that information to take action and achieve results? If you find yourself searching for an answer, you may have found a problem—one that likely traces back to the implementation stage of your customer experience (CX) measurement program.
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  • Break down company walls for team unity + brand strength

    Nichole Wright | Mar 6, 2018
    When it comes to customer experience (CX) measurement, it’s important each team member—from IT and HR to leadership and the field—has individual goals and a feeling of self-accountability. But it’s just as important for a person to integrate those specific roles and personal expectations into the big picture and know how they affect the company as a whole. Specific programs and initiatives are often delegated to a certain department and can send a “not my problem” message to individuals not directly involved. The goal should be to unify the team and demonstrate a “stronger together” mentality by showing everyone’s responsibility.
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  • Your front-line employees wield more power than your CEO

    Jennifer McKenzie | Feb 20, 2018
    We’ve all been there. You walk into a store known for great service, only to be met by an employee who would clearly rather be someplace else. The best reputations don’t always match the specific encounter, and when that happens, it’s usually because front-line teams don’t feel personally accountable for the customer experience. But nothing could be further from the truth. They own it.
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  • Better together—getting the full benefit of CX data integration

    Dennis Ehrich | Feb 13, 2018
    Brands trying to get an accurate read on the customer experience can often waste precious time sifting through numerous types of data—financial, POS, contact center, CRM, and more—attempting to put it all together to get to actionable insights. In today’s omnichannel world, data is coming from all directions, but all that information means nothing if you can’t make sense of it.
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  • How CX programs help brands put a data point behind every decision

    Jacqui Mueller | Feb 6, 2018
    Meaningful, positive change starts with recognizing your challenges. That’s the easy part of a CX program, especially given today’s tools that help brands tap into customers’ perceptions. What happens next calls for thoughtful analysis. Where are you going to invest your resources? What deserves your attention, and what will make the biggest impact on overall brand performance?
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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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  • 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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  • 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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  • 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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  • 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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  • Launching a successful customer experience program—Branding your program

    Jim Sellers | Oct 27, 2017
    Getting your customer experience (CX) program off the ground and on-track for success requires a team effort. And getting everyone on board means making the program fit seamlessly into the rest of your overall brand strategy. Branding your program helps establish its place in your organization’s strategies and priorities—and makes it easier for your team to put it into action.
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  • Survey design—Content dressed to impress

    Franci Erdmann | Oct 25, 2017
    We know great insights start with great feedback—and great feedback depends on a healthy sample of responses. We’ve discussed invitation methods, length, incentives, and structure as key survey elements in getting good participation—but design is critical, too.
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  • Customer trust leads to big improvements for service industry brands

    Clancy Merrill | Oct 19, 2017
    Getting great feedback from your customers is no easy task—but when your business is based on selling a service, it can be even more complicated. Unlike retailers or restaurants, your products aren’t a quick-and-easy item that comes in a package. Delivering a great service—one that keeps customers coming back—means building real connections with your customers. Fostering customer trust is always a factor no matter what you’re selling, but in the service industry it’s the most critical part of building loyalty.
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  • Proving CX program value: More than the bottom line

    Kelcey Curtis | Oct 17, 2017
    Being a customer experience (CX) professional can be tough at times. Native to the world of big data and tasked with thinking big picture, you walk a fine line between the granular and the grandiose, constantly looking for ways to translate terabytes to insights.
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