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 * Why SMG
   
   As a leading experience management (XM) firm, SMG helps you get smarter about
   your customers and employees to drive changes that boost loyalty and improve
   business performance
   
    * Overview
    * Technology
    * Professional Services
    * Insights
    * Culture
    * Partners
   
   
   A CATALYST FOR CHANGE.
   
   We’re as passionate about your business as you are. Discover why we do what
   we do…and what that means for you.
   
   Learn More
 * Solutions
   
   We're passionate about helping you create superior customer and employee
   experiences.
   
    * Customer Experience Management
    * Employee Experience
    * Brand Research
    * Reporting + Analytics
    * Integrations + Connectors
   
   
   IT'S ALL HERE.
   
   Introducing the smg360® app: All of your data. All in real time. All at your
   fingertips.
   
   Learn More
 * Industries
   
   We share our insights and apply proven best practices that guide leading
   global organizations.
   
    * Restaurant
    * Retail
    * Grocery
    * Convenience Store
    * Travel + Entertainment
    * Services
    * Healthcare
    * Financial Services
   
   
   MIX IT UP.
   
   Discover how this restaurant used the right recipe to make a big impact on
   the customer experience.
   
   Learn More
 * Resources
 * Contact Us

 * Company
    * COVID-19
    * Blog
    * News
    * Events
    * Leadership
    * Careers

 * English
    * English
    * 日本語

 * LOG IN

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 * Why SMG
   * Overview
   * Technology
   * Professional Services
   * Insights
   * Culture
   * Partners
 * Solutions
   * Customer Experience Management
   * Employee Experience
   * Brand Research
   * Reporting + Analytics
   * Integrations + Connectors
 * Industries
   * Restaurant
   * Retail
   * Grocery
   * Convenience Store
   * Travel + Entertainment
   * Services
   * Healthcare
   * Financial Services
 * Resources
 * Contact Us

 * Company
   * COVID-19
   * Blog
   * News
   * Events
   * Leadership
   * Careers

 * English
   * English
   * 日本語


ACTIVATE + DELIVER CUSTOMER INSIGHTS ACROSS YOUR ENTERPRISE. 

THE FORRESTER WAVE™: CUSTOMER FEEDBACK MANAGEMENT PLATFORMS, Q2 2021

SMG’S DIFFERENTIATED SOFTWARE WITH A SERVICE (SWAS) STRATEGY COMBINES AN
END-TO-END EXPERIENCE MANAGEMENT PLATFORM WITH HANDS-ON PROFESSIONAL SERVICES TO
IMPROVE CUSTOMER, PATIENT, EMPLOYEE, AND BRAND EXPERIENCES.

Book My Demo

DOES YOUR CX SOLUTION DELIVER ROI?

As organizations across all industries continue to ramp up investments in
experience management initiatives, it’s mission critical to be able to quantify
the impact. SMG commissioned Forrester Consulting to conduct a Total Economic
Impact™ study of the smg360® CX solution, identifying the real-world ROI our
customers can see through their programs.

Within just 3 years, SMG clients can see:
▶  551% ROI
▶  $14.7M in total benefits
▶  Labor turnover cost reduction of $2.8M

Get the Full Study




SOLUTIONS

CUSTOMER EXPERIENCE

Your customers and patients are talking, and we speak their language. We know
the right questions to ask and the best way to deliver actionable insights that
help you impact the conversation and drive customer satisfaction.

Learn More

EMPLOYEE EXPERIENCE

Your customer experience is tied to your employee experience. We have the tools
that uncover the heart of your organization, decreasing turnover and increasing
sales performance.

LEARN MORE

BRAND RESEARCH

What customers think and how they act can be different. That's why we track
pre-purchase, purchase, and even non-purchase behavior against your brand and
your competition.

LEARN MORE
View Our Solutions


INDUSTRIES

We make your business our business. We connect what matters to your customers
with what matters to you, understanding the unique behavior motivators and
operational demands of your industry.

RESTAURANT

RETAIL

GROCERY

CONVENIENCE
STORE

TRAVEL + ENTERTAINMENT

HEALTHCARE + SERVICES

View Industries


THE SMG ADVANTAGE

--------------------------------------------------------------------------------

TECHNOLOGY

18.4 B feedback records per year

88% of feedback data from non-survey sources

200+ API/out-of-the-box integrations

85,000 daily active users

>300 annual platform enhancements*

SERVICES

Highest score possible in customer relationship, success, and support criterion*

Clients 3X more likely to realize strategic program execution

10+ years’ average CX experience per employee

Top-ranked in services strategy*

INSIGHTS

“A standout when it comes to developing insights and partnership”*

>150 Top Partnership Insights awarded

Clients take action on insights nearly 2X as often

“…deep expertise in delivering highly relevant and actionable insights”*

EXPERTISE

Recognized as a Leader by Forrester*

Omdia’s only Vertical Specialist Leader

Named a Visionary in Gartner Magic Quadrant for VoC

CX partner for 85% of NRN’s Top 20 Restaurants + 30% of NRFP’s Top 20 Retailers

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

Learn More


FOCUS ON INNOVATION



VIDEO FEEDBACK

Presented with a never-ending stream of data, it can be hard to see feedback as
the output of real, human interactions. SMG’s partnership with market-leading
video feedback platform Voxpopme enables brands to humanize their
feedback—overcoming challenges in motivating stakeholders by incorporating rich,
contextual video into their existing feedback channels. SMG's VP/GM CX Solutions
Charlie Moore sat down with Voxpopme Founder + CEO Dave Carruthers to discuss
how an automated video feedback solution can help brands keep a pulse on the
ever-changing mindsets and behaviors of consumers.



Watch Video


CLIENT PARTNERS




HEAR IT FROM CLIENTS



WHY SMG IS THE INDUSTRY LEADER FOR MANAGED AND PROFESSIONAL SERVICES

There are many reasons to be proud of our performance in Forrester Wave™:
Customer Feedback Management Platforms, Q1 2020. But we’re especially excited to
be recognized by our clients for “the strong value they receive from [our]
combination of technology and services.” Want to know more about the “actionable
high-quality insights” clients are raving about?



Watch Video


FEATURED RESOURCES

Client Only

CASE STUDY

How Signet Jewelers optimised online reputation management to strengthen
customer relationships + boost digital presence

Learn More
Client Only

WEBINAR

Solve the ROI conundrum

Learn More
Client Only

REPORT

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

Learn More
View All Resources


FROM OUR BLOG

HOW BRANDS CAN ATTRACT AND RETAIN EMPLOYEES IN 2022

This year’s record-breaking rise in job vacancies is
forcing organizations to work even harder to provide appealing opportunities to
attract and retain employees. With labor shortages impacting br... Learn More
See More Blog Posts

Search

 * Why SMG
 * Overview
 * Technology
 * Professional Services
 * Insights
 * Culture

 * Solutions
 * Overview
 * Customer Experience Management
 * Employee Experience
 * Brand Research
 * Reporting + Analytics

 * Industries
 * Restaurant
 * Retail
 * Grocery
 * Convenience Store
 * Travel + Entertainment
 * Services
 * Healthcare

 * Resources
 * Blog
 * Events
 * Client Login
 * Contact Us
 * Privacy Policy
 * Preference Center

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READ OUR REVIEWS ON G2




© Service Management Group (SMG) 2021. All Rights Reserved. 



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