Tractor Supply Company expands experience management program with SMG

Jun 22, 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 announced a partnership extension with retail leader Tractor Supply Company. Following the success of its 13-year partnership with SMG, the rural lifestyle retailer has expanded its experience management program to include new customer touchpoints.

Founded in 1938, Tractor Supply operates nearly 1,900 stores in 49 states as well as a robust e-commerce website. With a mission to provide legendary customer service, Tractor Supply is working with SMG to measure the employee experience and cross-channel customer experience, including location-level feedback, purchaser and non-purchaser behavior, call center resolution and post-fulfillment satisfaction.

“Our decision to expand our experience management program is a result of the value SMG has provided and the partnership we’ve developed since we launched the program in 2007,” said Tractor Supply Executive Vice President, Chief Stores Officer John Ordus. “Working alongside our team, SMG has become a valued partner, helping us continually innovate, drive growth and be best-in-class by providing legendary service to both customers and our team members.”

With SMG’s experience management platform, Tractor Supply is capturing employee feedback from more than 33,000 team members and real-time customer feedback across its stores and growing e-commerce business. The feedback is delivered to the smg360® platform, giving users across the organization a holistic view of the customer experience. With 24/7 access to location-level feedback and role-based reporting, the field is equipped to respond to customer feedback so front-line employees can implement smart changes and create better customer experiences.

“Our comprehensive technology platform combined with our differentiated service model continues to resonate with brands focused on driving business outcomes,” said SMG Chief Client Officer Todd Leach. “Our team excels in creating long-term strategic partnerships, and we’re honored Tractor Supply has recognized the value of our partnership by expanding its program.”


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.


About Tractor Supply Company
Tractor Supply Company (NASDAQ: TSCO), the largest rural lifestyle retailer in the United States, has been passionate about serving its unique niche, as a one-stop shop for recreational farmers, ranchers and all those who enjoy living the rural lifestyle, for more than 80 years. Tractor Supply offers an extensive mix of products necessary to care for home, land, pets and animals with a focus on product localization, exclusive brands and legendary customer service that addresses the needs of the Out Here lifestyle. With more than 33,000 Team Members, the Company leverages its physical store assets with digital capabilities to offer customers the convenience of purchasing products they need anytime, anywhere and any way they choose at the everyday low prices they deserve. At March 28, 2020, the Company operated 1,863 Tractor Supply stores in 49 states and an e-commerce website at www.TractorSupply.com

Tractor Supply Company also owns and operates Petsense, a small-box pet specialty supply retailer focused on meeting the needs of pet owners, primarily in small and mid-size communities, and offering a variety of pet products and services. At March 28, 2020, the Company operated 180 Petsense stores in 26 states. For more information on Petsense, visit www.Petsense.com.

To stay up to date on all things for Life Out Here, follow Tractor Supply on Facebook, Instagram and Twitter.

 

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