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Online reporting system

Current client reporting system can be accessed here.

Blog

  • 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

    Brinda Swanson | 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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  • SMG Employee Spotlight - Weston Skeans

    Employee Spotlight | Jul 13, 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 Weston Skeans – Technical Architect.
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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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  • Bet your bottom dollar—low turnover is good for business

    Paul Tiedt | Jul 10, 2018
    Good news for the economy: unemployment is down. Bad news for companies: turnover is up. Many individuals in the workforce now have the luxury of being particular about what jobs they take (and keep), prompting more competition in labor. This is especially true for the more qualified, high-quality employees—the ones you’re hoping to have on your team for a long time.
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  • Curiosity fuels the path to innovation

    Andy Fromm | Jun 29, 2018
    When it comes to innovation, I’ve come to realize that it’s impossible to map out point A to point B. The journey isn’t direct, but rather a meandering path, full of redirections, twists, and turns. I strive to let curiosity drive me every day. I hope to inspire that approach internally as a company and through our partnership with clients. True insight comes from asking questions, sharing information, and challenging each other.
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  • Potbelly partners with Service Management Group to amplify its voice of the customer program

    SMG Insights | Jun 27, 2018
    KANSAS CITY, Mo. – Potbelly has engaged leading customer experience (CX) firm Service Management Group (SMG) to recapture the customer experience and bring the quirky fun back to its restaurants. Potbelly will leverage a host of products—including SMG VisitView, SMG SocialView, and BrandGeek®—in combination with the firm’s research expertise to uncover actionable, location-level insights.
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  • Unleashed: A celebration of Take Your Dog to Work Day

    Kim Klosak | Jun 22, 2018
    Today marks the 20th anniversary of Take Your Dog To Work Day and to celebrate, companies all over the world are opening their doors to pets. At SMG, we’re lucky—we get this perk every Friday and love having our team of canine coworkers in the office each week. In celebration of the holiday, we decided to feature some of our most frequent four-legged visitors (and their human sidekicks).
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  • SMG’s new text analytics technology helps brands turn qualitative feedback into quantitative insights

    SMG Insights | Jun 14, 2018
    KANSAS CITY, Mo. – Service Management Group (SMG), a global customer experience and employee engagement measurement partner to more than 500 brands, is launching a phased rollout of enhanced text analytics technology. Combining industry-leading accuracy and robust reporting, SMG’s text analytics technology helps brands turn open-ended feedback into next-level insights.
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  • After a year in the U.S., how did Lidl fare with grocery consumers?

    Peter Berger | Jun 12, 2018
    The German-based grocery giant Lidl broke into the U.S. market a year ago, enduring its share of both accomplishments and challenges. While most locations opened with high sales volumes, only some stores were able to demonstrate continued success. Due to this inconsistency, Lidl temporarily halted expansion and is likely facing a few questions:
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