English (United Kingdom)
  • English (US)
  • English (United Kingdom)

Online reporting system

Current client reporting system can be accessed here.

Blog

  • Adopt the growth mindset + act already!

    User Not Found | Dec 21, 2017
    As a consultant to several restaurant, retail, and grocery brands, I have the opportunity to present employee survey findings to executive teams almost 50 times a year. This has provided some unique opportunities for casual data collection based on meeting observations. Through my observations, I have come to realize a great predictor of growth—not only related to employee engagement, but also to the business in general—is how the team responds to their data and commits to action. Whether those teams know it or not, they’re demonstrating many of the qualities of a “growth mindset”—a principle made famous by Carol Dweck.
    Read More
  • SMG Employee Spotlight – Brittaney Canupp

    Employee Spotlight | Dec 12, 2017
    Our Employee Spotlight series highlights what makes SMG work—our people. Learn more about the team that brings technology and insights together, and what it’s like to work here. Get to know Brittaney Canupp – Account Analyst in Client Insights.
    Read More
  • 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.
    Read More
  • Turn browsers into buyers by monitoring web traffic

    User Not Found | Nov 29, 2017
    Our data science team is hard at work discovering new ways to use technology and data to bring deep, meaningful insights to our clients. In a previous blog, we talked about our omnichannel approach and how we’re exploring and thinking about the digital layer in new ways to enhance our clients’ understanding of the customer experience (CX).
    Read More
  • Client Connect 2017—biggest insights and takeaways

    Jeremy Michael | Nov 20, 2017
    It’s not often I compare my work life to my home life. In fact, I usually try to keep my office and family separate—multi-tasking between the two rarely works out well. Last week, these two facets of my life merged when I felt as much pride at work as I normally do only when I’m around my children. It happened our annual Client Connect event in London—where over 100 people gathered at the beautiful Chartered Accountants Hall at One Moorgate Place.
    Read More
  • Who has the biggest impact on front-line employee engagement?

    User Not Found | Nov 10, 2017
    Read More
  • 7 tips for using your omnichannel CX programme to close the loop

    Jennifer McKenzie | Nov 9, 2017
    We say it all the time: don’t settle for a customer feedback programme—invest in a customer insights programme. A feedback programme essentially amounts to a list of reviews. There may be some interesting tidbits here and there, but for the most part, it just sits on your shelf collecting data. A customer insights programme, on the other hand, makes sense of all that data to help you drive meaningful actions—across every channel.
    Read More
  • SMG uniquely delivers VoC technology + professional services on a global scale

    User Not Found | Nov 7, 2017
    Service Management Group (SMG) is featured in Gartner’s October 24, 2017 Market Guide for Voice-of-the-Customer (VoC) Solutions. SMG is a global leader in customer experience measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
    Read More
  • SMG Employee Spotlight—Jared Gray

    Employee Spotlight | Nov 2, 2017
    Our Employee Spotlight series highlights what makes SMG work—our people. Learn more about the team that brings technology and insights together, and what it’s like to work here. Get to know Jared Gray—Research Analyst on Team Falconer.
    Read More
  • Text analytics helps you do more than just listen

    Teresa Cain | Oct 31, 2017
    The way people shop is changing faster than ever. From online to in-store, consumers have access to vast amounts of information that helps drive every purchase decision they make—which means more competition than ever.
    Read More
  • Launching a successful customer experience programme—Branding your programme

    User Not Found | Oct 27, 2017
    Getting your customer experience (CX) programme off the ground and on-track for success requires a team effort. And getting everyone on board means making the programme fit seamlessly into the rest of your overall brand strategy. Branding your programme helps establish its place in your organisation’s strategies and priorities—and makes it easier for your team to put it into action.
    Read More
  • 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.
    Read More
  • Service Management Group announces partnership with Ridgemont Equity Partners

    User Not Found | Oct 24, 2017
    Service Management Group (SMG) today announced the closing of an investment by Ridgemont Equity Partners, a middle market private equity firm. Financial terms of the transaction were not disclosed. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
    Read More
  • Customer trust leads to big improvements for service industry brands

    User Not Found | 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.
    Read More
  • Service Management Group keeps its focus on CX tech and insights with two executive promotions

    User Not Found | Oct 18, 2017
    Read More
  • 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.
    Read More
  • How mobile access to CX data engages the field + drives results

    User Not Found | Oct 13, 2017
    We all know how difficult it is to change your work habits. That’s why SMG is always trying to find new and innovative ways for our clients to get the data and insights they need, without disrupting their day-to-day jobs. When we launched the smg360® mobile app, we thought about how we could build a tool that adds the most value for clients’ employees by providing more convenient access to the data and insights they need, ultimately making their jobs easier.
    Read More
  • Building a winning customer experience with an omnichannel approach

    User Not Found | Oct 10, 2017
    Innovation is exciting. Constant advancements in technology and research mean there are so many different ways to make an impact on your customers—you can do it online, in-store, on mobile devices, through social media, and more. But turning those touchpoints into a seamless customer experience is easier said than done. To stay ahead of the curve, it’s critical to understand how each of these touchpoints functions, how they work together, and how to listen effectively to what your customers are saying along the way.
    Read More
  • CIO Dennis Ehrich looks back on 10 years at SMG

    Employee Spotlight | Oct 4, 2017
    It’s not every day a chief executive hits a 10-year anniversary. But at SMG, we’re committed to doing what it takes to keep great people around for the long haul. We caught up with our Chief Information Officer Dennis Ehrich to pick his brain about his time at SMG, as well as the future of all things data and technology.
    Read More
  • 4 essential CX leadership qualities

    User Not Found | Oct 3, 2017
    We’re lucky to work with really great, passionate CX leaders throughout the industry—and we’ve learned it takes a lot more than just technology and willpower to succeed. In our 26 years of service, here are 4 things we’ve seen leaders who truly “get” CX measurement do over and over again to deliver superior customer experiences.
    Read More