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Online Reporting System

Current client reporting system can be accessed here.

SMG News

SMG partners with more than 500 brands around the globe to create better customer and employee experiences. The newsroom is a hub for the latest updates from SMG and what the industry is reporting about us and our partners.

Media Contact

Our PR team is readily available to assist with media inquiries,
interview requests and more. For assistance, please contact Paul Arnhold.

News Releases

In the News

GAME on for Customer Experience

February 13, 2019 - CX Magazine

Topps Tiles selects SMG for new customer experience programme

January 28, 2019 - Retail Times

How Customer Feedback Helped Dreams Grow Sales by 50%

January 21, 2019 - Management Today

SMG Announces Enhancements to its CFM Platform

December 5, 2018 - Martech Advisor

Wild Birds Taps SMG Tool to Capture Customer Insight

October 29, 2018 - Retail Customer Experience

Books-A-Million Writes a New Chapter on Employee, Customer Engagement

October 19, 2018 - Chain Store Age

Fresh Thyme Adopts Platform to Optimize Shopper Experience

September 5, 2018 - Progressive Grocer

SMG Blog

Can grocery brands thrive in a convenience economy?

Jan 29, 2019, 11:23 AM by Zach Brown
The battle for “share of stomach” is on, and the fight to win more (and in some cases, simply retain) customers has only intensified.

The battle for “share of stomach” is on, and the fight to win more (and in some cases, simply retain) customers has only intensified. With a broader range of competitors entering the arena, grocery, quick-service restaurants (QSRs), fast casual restaurants, convenience stores (c-stores), and mass merchandisers are all fighting fiercely to capture “share of stomach.”

More than that, the amount of time Americans spend sitting down and eating a meal has shrunk over the past 10 years, while purchases of prepared food options from grocery stores and food service (carry-out, delivery, or fast food) have risen. Like every other industry, shoppers are hungry for convenience, and their expectations have shifted dramatically. The reality is that consumers are spreading out across channels for food and showing preference to faster, fresher meals.

So how can grocers gain more “share of stomach” and capture more spend in this convenience-driven world? To answer that question, we turned to our market intelligence tool BrandGeek®—the fastest, most accurate source of behavioral data linked to customer feedback in real time. By examining the food spend and dining habits of 20,000 consumers across a variety of industries, we concluded that grocery brands can best gain “share of stomach” by focusing on these 2 things:

  1. Convert infrequent grocery customers into brand loyalists
  2. Increase + improve fresh-and-prepared food offerings as a way to earn share

Our new report dives deep into these 2 topics, providing actionable insight and answering tough questions like:

  • Which industries are currently delivering the most satisfying experience to food + beverage customers?
  • Are consumers sticking with tried-and-true options, or are they willing to try new ways of buying food?
  • What are the top drivers of satisfaction for fresh-and-prepared food customers + are they loyal to one brand?

In upcoming blog posts, we’ll explore these insights and shed more light on this battle for customer loyalty. Until then, check out our report: How grocery can earn “share of stomach” with fresh-and-prepared food.

Zach Brown | VP, Customer Engagement

Featured Resources

Client Only

The Forrester Wave™: Customer Feedback Management Platforms, Q4 2018

Client Only

What impact is third-party delivery having on your brand + business?

Client Only

3 things every retailer needs to know about cross-channel shoppers