SMG selected to elevate Cousins Subs’ guest experience program

Jan 30, 2020 by Paul Arnhold

KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has been selected by Cousins Subs®, a family-owned, fast-casual sub shop with nearly 100 locations throughout the Midwest, to advance its customer experience management program with real-time guest feedback and on-demand reporting. 

“At Cousins Subs we believe in continual improvement in everything we do to deliver a better guest experience,” said Cousins Subs Vice President of Marketing Justin McCoy. “We’re confident partnering with SMG will quickly deliver the expertise and resources we need to continue to exceed guests’ expectations.”

To further improve Cousins Subs’ guest management program, the brand is using SMG’s customer experience management platform to capture real-time guest feedback at the point of sale. As it comes through, it is delivered to Cousins Subs through the smg360® reporting platform, where the brand will receive an up-to-date, holistic view of the guest experience. Through the platform, Cousins Subs also has access to mobile reporting, location-level feedback and actionable insights. To close the loop with guests, Cousins Subs is using SMG’s case management solution to automate service recovery workflows, manage cases and respond in-platform.

“Brands continually choose SMG for our differentiated approach to customer experience management,” said SMG Vice President of Customer Engagement Katie Cofer. “By combining an intuitive technology platform and best-in-class professional services, SMG is uniquely positioned to help Cousins Subs uncover customer insights and drive business outcomes.”


About Cousins Subs
Wisconsin-based Cousins Subs®, a family-owned, fast casual sub shop established in 1972 by Bill Specht and his cousin, is driven by the mission to Believe in Better – both in the quality of food it serves and in the communities it supports. Cousins Subs and its franchisees operate nearly 100 sub sandwich shops in Wisconsin, Illinois and Indiana providing guests with quality deli fresh and grilled to order subs using only the freshest ingredients on its signature bread baked daily. For more information, visit www.cousinssubs.com. You can also find Cousins Subs on Facebook, Twitter, LinkedIn and Instagram.


About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience and brand research solutions, visit www.smg.com.


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