Customer Experience
Management

Customer expectations are sky high, and every interaction with your brand can be the difference in earning lifetime loyalty or losing that customer forever. That’s why SMG’s customer experience management (CEM) solution encompasses every touchpoint in the customer journey—combining technology and services to collect, analyze, and share feedback and behavioral data—so it’s easier to deliver and activate insights across the enterprise. Because when you’re smarter about your customers, you can drive changes that boost loyalty and improve business performance.

Measurement Touchpoints

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Location

Face-to-face experiences, happening in your locations, can make or break your brand. We're there, too, helping you manage those customer experiences and discover loyalty drivers.

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Digital

How easy is it to do business with you online? In your app? We measure how navigation, content, function, and fulfillment affect your digital customer experience.

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Contact Center

Your agents are on the front line. Empower your contact center to close the loop and you can improve customer satisfaction and loyalty.


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Ratings + Reviews

Unsolicited customer feedback provides a unique perspective of your brand. We mine the most important ratings and reviews and turn your results into real-time insights.

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Data Collection

The data lake is growing deeper and we're all in. We collect and integrate our own data plus that of third-parties, granting you a more holistic view of your customer experience.

What is customer experience management?

Smarter than ever, customers learn about your brand through multiple channels even before their first contact with you. SMG’s CEM solution spans the entire customer journey—whether that’s a purchase in your store or online, an online review, a return, or even a non-purchase—to dive deep into the evolving customer experience.

Technology

We're built for this. For multi-unit companies. For intuitive interfaces at every level. For knowing exactly what each role in your organization needs to see and share. 

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Predictive Analytics

It’s not fortune-telling—it’s data science. With predictive analytics powered by machine learning, brands can detect customer feedback abnormalities and stay ahead of operational risks.

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Case Management

Even the best brands know: not every experience will be perfect. But what sets those brands apart is that when things go wrong, they make them right. Learn how SMG’s case management equips brands for effective problem resolution.

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Text Analytics

Get to the why 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.

Customer Experience Best Practices

Small changes can make a big difference in customer loyalty and business outcomes.

SELECT AN INSIGHT BELOW:

    Mobile Survey Experience

    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.

    Smart Survey Structure

    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.

    Close the Loop

    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.

    Actionable Benchmarks

    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.

    Mobile App Reporting

    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.

    Featured Resources

    Client Only
    White Paper

    3 ways data science is reshaping how brands approach CX data

    Client Only
    Report

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

    Client Only
    Infographic

    7 keys to launching a successful customer experience program [highlights]