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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 to enhance your technology ecosystem and
   deliver insights you can trust
   
   Channels
   
   Cross-channel feedback collection capabilities at each stage of the customer
   + employee journeys
   
   Reporting + Analytics
   
   Powerful, customizable tools that empower every user with actionable
   information to produce results
   
   Taking Action
   
   Data-driven prescriptive actions that guide your next best action, at all
   levels of your organization

 * 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

 * 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




MOST EXPERIENCE MANAGEMENT (XM) PLATFORMS ARE OVERLY COMPLEX AND DON’T DRIVE
BUSINESS IMPACT.


WE FIX THAT.

Get a Demo
Watch Video








MORE THAN 500 BRANDS ARE SEEING RESULTS WITH SMG


See Client Successes



YOU INVEST MILLIONS TO GET NEW CUSTOMERS. HOW WELL ARE YOU RETAINING THEM?


LESS THAN 4%

of customers will complain about a poor experience. The rest just quit doing
business with you.


1 IN 3

customers will leave you after just one bad experience.



*Data source: SuperOffice


GREAT CUSTOMER EXPERIENCE IS YOUR COMPETITIVE ADVANTAGE


86%

of customers will pay more for a good experience.


50%

of customers will make an impulse purchase if they have a good customer
experience.


LOYALTY IS A PROCESS. WE DRIVE THAT PROCESS.

Insights are great. Action is better. Impact is critical.

Drive Traffic

Understand pain points throughout the customer journey to deliver a more
personalized experience.

Analyze Data

Collect and analyze multiple customer touchpoints to identify areas of
opportunity.

Generate Insights

Understand with great detail what the actual problem is so you can resolve it.

Guide Action

With our guidance you will know exactly how to instruct the frontline to adjust.

Assess Impact

We arm you with the right metrics to demonstrate the success of your strategy to
the board and gain their full support.


READY TO SOLVE YOUR TOUGHEST CX CHALLENGES AND DELIVER A STRONGER ROI?

We’ll help you build a personalized CX playbook for improving customer
satisfaction scores, increasing customer loyalty, and driving business growth

Access your personalized CX playbook




THE SMG DIFFERENCE

Data + insights + client success team to drive action and measure impact

Schedule A Demo

EX: Retrain evening staff at this specific location to raise the temperature of
fryer oil by 5 degrees so fries are not soggy and cold.


MOST XM PROVIDERS

A platform with data and DIY insights

EX: Data indicates that customers are not happy about the quality you deliver.


ANALYST-CONDUCTED 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


PRIMARY INDUSTRIES WE SERVE

View all industries >

RESTAURANT

RETAIL

SERVICES


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”*

STRONG PERFORMER

The Forrester Wave™: Customer Feedback Management Platforms

VERTICAL LEADER

Omdia Market Radar: AI-enabled Experience Management Platforms

LEADER

G2 Grid Report for Experience Management

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


RECOMMENDED FOR YOU


HOW 24 HOUR FITNESS STRENGTHENED PROGRAM ENGAGEMENT + ENHANCED THE MEMBER
EXPERIENCE


3 REASONS YOUR CX PROGRAM MIGHT NOT BE HAVING THE IMPACT IT SHOULD




THE ULTIMATE GUIDE TO EXPERIENCE MANAGEMENT ROI: HOW TO PROVE THE BUSINESS
IMPACT OF YOUR CX PROGRAM

See All Resources

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   * Brand Experience
 * Industries
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   * Retail
   * Consumer Services
   * Grocery
   * C-Store/Fuel
 * Client Success
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