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Text Content

EN
English日本語
 * EN
   English日本語
 * Client Login
 * Get A Demo

 * Platform
   Platform
   
   Platform
   
   Enterprise experience management platform with a dual focus on
   industry-leading software + hands-on service.
   
   Learn More
   Technology
   
   Seamless, secure data + integrations
   
   Technology
   Technology
   
   Seamless, secure data + integrations
   
   Learn More
   Integrations + Connectors
   
   Enhance your technology ecosystem
   
   Security + Compliance
   
   Air-tight infrastructure
   
   Partners
   
   Solutions from industry leaders
   
   Data Management
   
   Data you can trust
   
   Channels
   
   Holistic customer + employee journeys
   
   Channels
   Channels
   
   Holistic customer + employee journeys
   
   Learn More
   Location
   
   Localized opportunities for improvement
   
   Digital
   
   Deliver on customer intent
   
   Ratings + Reviews
   
   Better reputation, better relationships
   
   Contact Center
   
   Facilitate first-rate customer connections
   
   Brand
   
   Understand your customers + competition
   
   Employee
   
   Employee engagement opportunities
   
   Reporting + Analytics
   
   Customizable, powerful, actionable
   
   Reporting + Analytics
   Reporting + Analytics
   
   Customizable, powerful, actionable
   
   Learn More
   Role-Based Reporting
   
   Customized access to data
   
   AI-Native Text Analytics
   
   Machine learning algorithms
   
   Business Intelligence
   
   Agile answers to complex problems
   
   Benchmarking
   
   See how you rank
   
   Mobile Reporting App
   
   On-the-go insights
   
   Taking Action
   
   Data-driven prescriptive actions
   
   Taking Action
   Taking Action
   
   Data-driven prescriptive actions
   
   Learn More
   Journey Analytics
   
   Cross-channel customer insights
   
   Predictive Analytics
   
   Motivate + track workforce progress
   
   Case Management
   
   Consolidated feedback, fast responses
   
   Online Reputation Management
   
   Swift, seamless response integration
   
   Employee Action Planning
   
   Motivate + track workforce progress

 * Services
   Services
   
   Services
   
   Evolve from data-driven to insights-driven.
   
   Learn More
   Professional Services
   
   XM program management partners dedicated to helping you move your business
   forward
   
   Insights
   
   Answer your specific business challenges with measurable results + tangible
   ROI
   
   The SMG Difference
   
   Uniquely combining an end-to-end platform with hands-on professional services

 * Experiences
   Experiences
   
   Experiences
   
   Deliver uniquely positive experiences.
   
   Learn More
   Customer Experience
   
   Improve business outcomes across expanding touchpoints + evolving
   expectations
   
   Employee Experience
   
   Drive engagement + reduce turnover at every stage of the employee life cycle
   
   Brand Experience
   
   Gain a deeper perspective with brand tracking, branded benchmarks, +
   behavioral insights

 * Industries
   Industries
   
   Industries
   
   Industry-specific XM solutions
   
   Learn More
   Restaurant
   
   Tailored insights for every touchpoint
   
   Retail
   
   Online + offline customer management
   
   Consumer Services
   
   Differentiate your service experience
   
   Grocery
   
   Cross-channel shopper interactions
   
   C-Store
   
   Data for agile actions
   
   Financial Services
   
   Drive customer lifetime value

 * Client Success
   Client Success
   
   Client Success
   
   Customized + proven support
   
   Learn More
   Services
   
   Proactive partnership at every step, designed to move your business forward
   
   Business Outcomes
   
   Success comes when you can justify XM investments + future-proof your
   business
   
   Success Stories
   
   See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes

 * Resources
   Resources
   
   Resources
   
   On-demand XM education
   
   Learn More
   Blog
   
   Industry insights and updates
   
   Resource Library
   
   Access hundreds of assets
   
   Success Stories
   
   Demonstrated client impact
   
   Trends
   
   Industry data shaping the future
   
   CX ROI Calculator
   
   See the business impact
   
   EX ROI Calculator
   
   The value of improved EX

 * Company
   Company
   
   Company
   
   A leader in enterprise XM
   
   Learn More
   About Us
   
   Catalysts for change
   
   The SMG Difference
   
   Platform + professional services
   
   Service Profit Chain
   
   Loyal employees –> loyal customers
   
   Leadership
   
   Meet the SMG team
   
   News
   
   Your hub for XM updates
   
   Careers
   
   Creating inspired experiences




STOP GUESSING ABOUT WHAT TO DO WITH CUSTOMER AND EMPLOYEE FEEDBACK.
START KNOWING—AND SEEING RESULTS.




A LEADER IN EXPERIENCE MANAGEMENT (XM), SMG CHANGES HOW BRANDS ACT ON CUSTOMER
AND EMPLOYEE INSIGHTS. AND OUR UNIQUE SOFTWARE WITH A SERVICE (SWAS) MODEL MAKES
IT FASTER AND EASIER FOR YOU TO SEE VALUE.
WHAT KIND OF VALUE? 500% ROI IN JUST 3 YEARS.

Get a Demo



Watch VideoGroup 5

Partnering with SMG has allowed us to increase automation, reduce costs, and
improve the contact center experience for our customers.

VP Strategy + Transformation | CKE



SMG has served as a partner and trusted advisor, helping us create alignment
across our customer journey, advance our feedback collection methods, and
deliver insights faster.

VP, Customer Experience | Party City



The smg360® app is fantastic….when I see accolades from a guest that are worthy
of recognition, I will forward it back to the operator with my own note of
positive reinforcement.

CEO | Firehouse Subs



Partnering with SMG has allowed us to increase automation, reduce costs, and
improve the contact center experience for our customers.

VP Strategy + Transformation | CKE



SMG has served as a partner and trusted advisor, helping us create alignment
across our customer journey, advance our feedback collection methods, and
deliver insights faster.

VP, Customer Experience | Party City



The smg360® app is fantastic….when I see accolades from a guest that are worthy
of recognition, I will forward it back to the operator with my own note of
positive reinforcement.

CEO | Firehouse Subs



Partnering with SMG has allowed us to increase automation, reduce costs, and
improve the contact center experience for our customers.

VP Strategy + Transformation | CKE


 * 1
 * 2
 * 3


THE INDUSTRY’S HIGHEST-RATED REPORTING APP PUTS THE POWER OF CX DATA IN YOUR
HANDS

Empower on-the-go employees with role-based data views, real-time alerting +
case management, text analytics, and 24/7 access to critical metrics.

Learn More


ANALYST-EVALUATED ROI

If you want to compete on customer experience, you have to choose an ROI-driven
solution. SMG commissioned Forrester Consulting to conduct a Total Economic
Impact™ study of the smg360® CX solution, identifying the real-world ROI a
composite organization saw through their program.

Learn More



MORE THAN 500 BRANDS PARTNER WITH SMG TO DRIVE XM RESULTS


See Client Successes


THE SMG ADVANTAGE


Platform
Services
Insights
Expertise

18.4B+

active + passive signals per year

88%

of feedback data from non-survey sources

200+

API/out-of-the-box integrations

85000

daily active users

>300

annual platform enhancements*



HIGHEST SCORE

possible in the customer relationship, success, and support criterion*

CLIENTS 3X AS LIKELY

to realize strategic program execution

10+ YEARS

average CX experience per employee

HIGHEST SCORE

possible in the services strategy criterion*

“A STANDOUT

when it comes to developing insights and partnership”*

>150

Top Partnership Insights awarded

CLIENTS 2X AS LIKELY

to take action on insights

“…DEEP EXPERTISE

in delivering highly relevant and actionable insights”*

LEADER

The Forrester Wave™: Customer Feedback Management Platforms, Q2, 2021

VERTICAL LEADER

Omdia Market Radar: AI-enabled Experience Management Platforms

LEADER

G2 Grid Report for Experience Management, Summer 2021

VISIONARY

Gartner Magic Quadrant for Voice of the Customer

CX PARTNER

for more than 50% of NRN’s Top 50 Restaurants + 20% of NRF’s Top 20 Retailers

*The Forrester Wave™: Customer Feedback Management Platforms, Q2 2021


DRIVE BUSINESS OUTCOMES

With more than 30 years of experience rooted in The Service Profit Chain
research methodology, SMG’s approach to experience management is proven to help
clients:

GENERATE NEW REVENUE

 * Attract more customers/buyers
 * Open more channels
 * Expand product offerings

GROW EXISTING REVENUE

 * Increase lifetime value
 * Reduce return cycles
 * Build loyalty for the brand

REDUCE CHURN + DETRACTORS

 * Lessen at-risk revenue
 * Recover lost customers
 * Curb employee churn

DRIVE OPERATIONAL EFFICIENCIES

 * Serve customers better
 * Reduce costs to operate
 * Increase employee satisfaction


Learn More


THE HUMAN EXPERIENCE IS AT STAKE

Operations. Marketing. Consumer insights. HR. These are the teams using our
enterprise platform and professional services day in and day out to change the
human experience. It’s about taking informed actions that lead to tangible
business outcomes.


CUSTOMER EXPERIENCE

Measure + improve experiences across the customer journey to drive business
outcomes.


EMPLOYEE EXPERIENCE

Drive engagement at each stage in the employee lifecycle to increase
productivity + reduce turnover.


BRAND EXPERIENCE

Combine attitudinal research, behavioral analytics, + competitive benchmarks for
richer insights.

Experience More


SMG360®
ENTERPRISE EXPERIENCE MANAGEMENT

Our end-to-end experience management platform delivers always-on insight. Users
can immediately see what’s going well and what needs to be fixed to drive better
experiences for customers and employees.




TECHNOLOGY

Simplify your world with APIs, connectors, integrated datasets.

CHANNELS

Covering all touchpoints + experiences so you don’t miss a thing.

REPORTING + ANALYTICS

Stay on top of performance trends + what’s coming next with predictive
analytics.

TAKING ACTION

Bring the insights to life. Equip your teams with the tools to do so.

Learn More

ROI EBOOK


HOW TO PROVE THE BUSINESS IMPACT OF YOUR CX PROGRAM

Download


RECOMMENDED FOR YOU

VIDEO

THE SERVICES + SUPPORT METRICS WE’RE TRACKING

VIDEO

THE SERVICES TRANSFORMATION FROM A CLIENT SUCCESS PERSPECTIVE

EXECUTIVE BRIEF

HOW THE GLOBAL ECONOMY IS IMPACTING CONSUMER SPEND IN SPA + WELLNESS

See All Resources

Follow Us



 * Resources
 * Blog
 * Client Login
 * Contact Us

 * Platform
   * Technology
   * Channels
   * Reporting + Analytics
   * Taking Action
 * Services
   * Professional Services
   * Insights
   * The SMG Difference
 * Experiences
   * Customer Experience
   * Employee Experience
   * Brand Experience
 * Industries
   * Restaurant
   * Retail
   * Consumer Services
   * Grocery
   * C-Store/Fuel
   * Financial Services
 * Client Success
   * Services
   * Business Outcomes
   * Success Stories
 * Company
   * About Us
   * The SMG Difference
   * Service Profit Chain
   * Leadership
   * News
   * Careers

 * Privacy Policy
 * Preference Center

© 2022 Service Management Group (SMG). All Rights Reserved.

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