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Blog

  • 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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  • Recognising your employees: A little goes long way

    Mary Widmer | Sep 28, 2018
    It may seem simple—when someone does a good job, it should be acknowledged. Maybe it’s something small, like a note of gratitude from a manager. Or perhaps it merits a larger reward, like a bonus or promotion. But a recent Gallup poll revealed most employees feel their hard work is often overlooked.
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  • Making the connection: CX and employee engagement go hand-in-hand

    User Not Found | 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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  • SMG Employee Spotlight - Alisha Laughlin

    Employee Spotlight | Sep 17, 2018
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Alisha Laughlin – Solution Analyst.
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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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  • Can you handle the truth? A good manager is a trustworthy one

    User Not Found | Sep 7, 2018
    In a series of upcoming blog posts, I will cover core management and life principles that were game-changers for me as a manager.
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  • One year later: What impact did the Amazon acquisition have on the Whole Foods customer?

    User Not Found | Aug 30, 2018
    It’s been more than a year since Amazon made a big splash in the grocery world by purchasing Whole Foods, an acquisition that came as a surprise to many in the industry. Critics have voiced pros and cons of the merger, listing price cuts and delivery options as the bigger perks for Amazon Prime members.
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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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  • Lead to Read: Making a difference in the classroom + beyond

    Kim Klosak | Aug 13, 2018
    At SMG, we pride ourselves on innovation and strive to be constantly curious, ask questions, and push boundaries. The only way we can do this is to never settle for what we already know but to always keep learning. This quest for constant growth made our partnership with Lead to Read a no-brainer. What better way to spread our love of learning than to spend time reading with kids eager to learn?
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  • SMG Employee Spotlight - Chelsea Stinnett

    Employee Spotlight | Aug 10, 2018
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about our team and get to know Chelsea Stinnett – Lead Generation Manager.
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  • Who are your cross-channel customers? It’s a big question.

    Paul Tiedt | Aug 8, 2018
    Since eBay and Amazon launched in 1995, e-commerce has represented a lot of things for traditional retailers. First, unfamiliar territory. Then, endless opportunity for some (and end of days for others). Now, in the age of the cross-channel customer journey, it’s table stakes for customer conversion.
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  • Pure Barre partners with Service Management Group to mine client feedback and capture actionable insights

    SMG Insights | Aug 6, 2018
    KANSAS CITY, Mo. – Pure Barre has engaged Service Management Group (SMG) to measure the customer experience of 500 studios across North America and capture feedback on more than 4,000 instructors. In partnership with SMG, Pure Barre will capture location-level feedback and evaluate key drivers of overall satisfaction to improve instructor training and elevate the client experience.
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  • Uncover your blind spots to become the disruptor of your industry

    Andy Fromm | Aug 3, 2018
    The scary truth is, the only thing harder than getting to the top is staying there. Psychologically, success can be dangerous, because it tricks us into thinking of ourselves as experts and kills our curiosity. In a previous blog post, I introduced my project in collaboration with Diana Kander—our new novel The Curiosity Muscle—and explained why curiosity fuels the path to innovation.
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  • The sudden rise of third-party delivery + where brands are falling short

    Michele Vance | Aug 2, 2018
    Life is hard—dinner shouldn’t have to be. That’s the basic principle that’s been driving the convenience economy in the restaurant industry for decades. Today’s consumers are ordering through mobile apps with food delivered right to their doorsteps—but a lot can happen in between.
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  • Whole Foods customers: Only half impressed with Amazon Prime Day

    Derrick Cline | Jul 26, 2018
    It’s been more than a year since Amazon acquired Whole Foods—a merger that promised to change the brand of the American specialty supermarket chain. Along with daily discounts exclusive to Amazon Prime members, more and more stores are offering pick-up lockers (AMZN.O) and free delivery for Prime customers. One of the more notable changes was last week’s first-ever Whole Foods Prime Week promotion.
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  • Protect your brand: Establish trust with employees

    User Not Found | Jul 19, 2018
    Employee engagement has many advantages: decreased turnover, better customer service, an increase in sales performance. But an often overlooked benefit to having more engaged employees is the decrease in employee theft. It’s an unpleasant thing for any employer to think about, but the reality is it happens and it needs to be addressed. But before you jump in and make any rash decisions, take a step back and ask yourself one question: Have I done what I can to foster loyalty within my employees?
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  • Kansas City Corporate Challenge 2018: SMG goes all in

    Layne Anonsen | Jul 18, 2018
    After three months of fierce competition, another year of Kansas City Corporate Challenge (KCCC) is behind us. There were some highs for our team (dominating the swim meet with a record-breaking 47 unique competitors and a first-place finish at the meet) and a few lows (falling just 15 points short of winning our division). Our motto this year was Go all in, and I am proud to say that’s exactly what we did.
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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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