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Blog

  • Re-Bath engages SMG to increase customer satisfaction and referrals

    SMG Insights | Mar 28, 2018
    KANSAS CITY, Mo. – Re-Bath, LLC has engaged Service Management Group (SMG) to measure the customer experience for nearly 100 franchise locations across the nation. 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.
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  • SMG Employee Spotlight – Ashley Smith

    Employee Spotlight | Mar 27, 2018
    Our Employee Spotlight series gives you a behind-the-scenes peek at what makes SMG work—our people. Learn more about the team dedicated to developing successful relationships and seeking new opportunities for growth. Get to know Ashley Smith – Customer Engagement Director.
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  • Forum 2018 | Finding human truths in data

    Shad Foos | Mar 14, 2018
    In today’s age of the consumer, businesses must keep the wants and needs of their customers in the forefront. At this year’s Forum, great minds gathered to connect, share, and inspire with the customer experience as the driving source of strategy and innovation.
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  • SMG Employee Spotlight – Renee Taylor

    Employee Spotlight | Feb 8, 2018
    Our Employee Spotlight series gives you a behind-the-scenes peek at 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.
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  • SMG Employee Spotlight – Andy Eaton

    Employee Spotlight | Jan 12, 2018
    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 Andy Eaton—Sr. Software Engineer.
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  • 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.
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  • 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.
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  • SMG uniquely delivers VoC technology + professional services on a global scale

    SMG Insights | 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.
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  • Service Management Group announces partnership with Ridgemont Equity Partners

    SMG Insights | 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.
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  • Service Management Group keeps its focus on CX tech and insights with two executive promotions

    SMG Insights | Oct 18, 2017
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  • Power User Exchange 2017 | Reflecting on 3 days of illumination

    Ken White | Sep 28, 2017
    Every year we host two client events—Forum in the spring and Power User Exchange in the fall—and after each one, we come away incredibly inspired by our clients’ passion to know more and do better. This year’s Power User Exchange was no exception. The insights we covered could easily fill a book—but for the sake of brevity, I wanted to give you the cliff notes version and share my 3 biggest takeaways.
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  • SMG + Catalyst Healthcare Research | Why healthcare? Why now?

    Chris Egan | Sep 26, 2017
    In case you missed it, SMG recently made headlines with the acquisition of Nashville-based Catalyst Healthcare Research (CHR). While VP of Customer Engagement Dan Prince has already shared his thoughts on the partnership, I think it’s important to explain how we envision the move ultimately impacting our business. After all, SMG prides itself on being a strategic partner, and while that typically means delivering technology and insights that lead to more informed initiatives for our clients, we strive to be transparent about our own strategies, too.
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  • SMG featured in two key Independent Research Firm directories

    SMG Insights | Sep 12, 2017
    SMG technology capabilities are featured in the Forrester Voice of the Customer Vendor Landscape 2017 published this month. Forrester also recognizes SMG’s customer experience (CX) insights capabilities in The Insights Services Directory, Q3 2017 published in August. 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.
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  • Fear of missing out? Don’t skip SMG Client Connect 2017

    Jeremy Michael | Aug 28, 2017
    I’m often accused of being too nice. Clients tell me I should be far more blunt with them when their CX scores are not looking good. They also ask me to tell them more about what everyone else is doing. You can imagine the scenario: a client’s scores are up 2%, but how does this compare to the other brands in their sector? How has Brand X achieved a 6% increase, despite suffering from similar market conditions as the other retailers? How have they managed to create a culture whereby CX is genuinely a part of their business? What new technology is SMG developing to help us over the coming years?
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  • SMG acquires Catalyst Healthcare Research to bolster expertise and growth

    SMG Insights | Aug 8, 2017
    SMG, on August 1, purchased Nashville-based Catalyst Healthcare Research (CHR) to accelerate strategic expansion within the healthcare category. 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.
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