SMG's customer experience management (CXM) solution started as a guide through the complexities of how location-level experiences impact customer satisfaction and loyalty. As the customer journey has evolved to encompass more channels and touchpoints, today's brands need more than just a customer experience management software solution—they need a CXM partner. Our refined approach delivers better, actionable insights faster to fit the ever-changing needs of your industry.
The majority of your customer experiences happen at your locations. We're there, too, helping you manage those experiences and discover loyalty drivers.Learn More
How easy is it to do business with you online? We measure how navigation, content, function, and fulfillment affect your customer experience.LEARN MORE
Your agents are on the front line. Empower your contact centre to close the loop and you can improve customer satisfaction and loyalty.Learn More
Unsolicited guest feedback provides a unique perspective of your brand. We mine the social media universe and turn your results into real-time insights.Learn More
Smarter than ever, customers can learn about your brand through multiple channels even before making first contact with you. OmniCX™ from SMG spans the entire customer journey—whether they make a purchase in your store or online, a return or even a non-purchase—to dive deep into the evolving customer experience.
Digital comment cards open new lines of communication. We help your customers start a conversation with feedback opportunities directly on your brand’s website.
Authenticated, validated reviews are more valuable. We have built an online directory with ratings and reviews from real customers to boost your brand and elevate your customer experience.
Find out the meaning behind the numbers. Open-ended comments could have something in common. We look for patterns and create structure to understand the context of your data.
With omniCX, more options for customers mean more opportunities for you.
Mobile. Rules. More than 40% of surveys are taken on mobile devices. Increase completion rates with mobile surveys that are shorter than your web surveys, respecting screen limitations, slower typing speeds, and on-the-go usage. Embed your survey directly into your branded app to add value and tie response-driving incentives to individual customers.
Sometimes less is more. Evaluate your surveys to ensure you’re asking only the right questions to reduce abandonment rates and deliver actionable insights. Include an open-ended question to capture additional feedback, but keep it to just one question, at the end of the survey. And take a cue from kids everywhere and ask “why” instead of “what” to improve comment quality.
Make the best of a bad situation. When problems happen—and they will happen—swift and effective resolution can turn a dissatisfied customer into a brand advocate. Mobile alerts help you address problems 3X faster than traditional website reporting by putting all of your top-priority issues—from all sources—in one place: at your fingertips.
Dare to compare. Knowing where you need to be starts with knowing where you are today. Benchmarks reveal what’s really important to consumers, where your brand falls behind the competition, and where you should focus your efforts to move up.
It’s hard to keep up with the front line from the back room. Give location managers instant access to the data that impacts their operations right now. With sessions that average less than a minute, the experience is easy, quick, and relevant so they can get back to serving customers faster. Our mobile reporting app provides data that’s always on-hand, not back at their desk.
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