We have been rolling up our sleeves to dig into the data with our clients since 1991. Because, believe it or not, data does not do anything by itself. To see real improvement you need to do something with that data. Our foundational insights are all about understanding how you are performing today so you can see exactly how to improve tomorrow.
With The Service Profit Chain as our strategic research model, SMG's foundational insights answer our clients' most important questions. Things like: What drives customer loyalty? How are we performing over time? Which locations are my best and worst performers? Are we effective at service recovery?
Because when you have answers to questions like these, you can start to really make a difference in your business.
Clients are able to immediately see what's most important to their customers and where they should focus to see the biggest improvements. And once you have an understanding of current performance, you can start taking steps to address areas that need help. We typically deliver our foundational insights on a quarterly basis. So you always have a clear picture of where you are and where you're going.
Determining the most important features—or key drivers—of the customer experience is one of the most critical analyses for any CX program, because it leads to the most meaningful improvements. That's why our foundational insights start with a key driver analysis. So you always know which elements of the customer experience—if improved—will have the biggest positive impact on CX measures and loyalty.
Take bold action from day one to establish an early expectation for excellence
Make sure the customer experience doesn't get compromised with the desire to save costs
Break through programme complacency by emphasising key service behaviours