smg.comExperience Management Software | SMG

EN English 日本語 EN Client login Get a demo 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 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 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 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 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 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 A leader in enterprise XM Learn MoreCatalysts 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. Most XM Providers A platform with data and DIY insights EX: Data indicates that customers are not happy about the quality you deliver. The SMG Difference Data + insights + client success team to drive action and measure impact 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. Schedule A Demo 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 industriesRESTAURANT RETAIL SERVICES The SMG advantage Platform Services Insights Expertise 18.4 B+ 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 Follow Us Resources Blog Client Login Contact Us Newsletter 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 Client Success Services Business Outcomes Success Stories CompanyThe SMG Difference Service Profit Chain Leadership News Careers Privacy Policy Terms of Service Email Unsubscribe © 2024 Service Management Group (SMG). 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