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Online reporting system

Current client reporting system can be accessed here.

Blog

  • 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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  • 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—you need to engage customers in order to gain insight on their experience.
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  • Is your organisation 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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  • 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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  • Celebrating CX day | A day in the life of a CX professional

    Ken White | Oct 2, 2018
    Today marks the 6th annual CX Day, a global celebration of exemplary customer experience and the professionals who make it happen. To honor these CX stars, we spoke with some from the biggest brands around the world to find out what they love most about helping their teams deliver a great customer experience.
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  • Making the connection: CX and employee engagement go hand-in-hand

    Jeff Jokerst | Sep 27, 2018
    Employee engagement and the customer experience aren’t mutually exclusive. That’s why it’s so important to measure feedback from both and combine that data for holistic insights on your entire service culture.
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  • Adapt your conversion strategies to cross-channel shopper motivations

    Paul Tiedt | Sep 25, 2018
    When customers experience disjointed channels, they see a disconnected brand. And if the stats are any indication, they’ve been seeing a lot of disconnected brands lately.
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  • How to conduct a visual enhancement evaluation of your CX platform

    Kelcey Curtis | Sep 13, 2018
    We’ve all heard it from mom: looks aren’t everything. But we all also live in the digital age and have come to know: looks certainly do count for something. In terms of your customer feedback platform, both theories ring true.
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  • Voice of the customer then + now | An evolution of text analytics

    Teresa Cain | Aug 23, 2018
    Though the term text analytics is relatively new, the concept has been a part of customer experience (CX) measurement since the 1950s. It was obviously a much more manual approach then—referred to as natural language processing (NLP)—with the objective to make computers understand human language.
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  • 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 programme. 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 programme 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 programme.
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  • CX pros provide valuable programme 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 programme 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 programme.
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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 programmes 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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