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Submission: On December 02 via manual from US — Scanned from DE
Effective URL: https://www.smg.com/
Submission: On December 02 via manual from US — Scanned from DE
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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 Log In * 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 Follow Us * * * READ OUR REVIEWS ON G2 © Service Management Group (SMG) 2021. All Rights Reserved. SMG uses cookies to deliver the best possible experience on our website. By continuing to use this site, or closing this box, you consent to our use of cookies and other data collection technologies. To learn more, visit our Privacy Policy. Get started with SMG today. Contact Us Visit our COVID-19 Resources page for timely XM research + best practices. SMG uses cookies to deliver the best possible experience on our website. By continuing to use this site, or closing this box, you consent to our use of cookies and other data collection technologies. To learn more, visit our Privacy Policy. × We Value Your Privacy Settings NextRoll, Inc. ("NextRoll") and our advertising partners use cookies and similar technologies on this site and use personal data (e.g., your IP address). If you consent, the cookies, device identifiers, or other information can be stored or accessed on your device for the purposes described below. You can click "Allow All" or "Decline All" or click Settings above to customize your consent. NextRoll and our advertising partners process personal data to: ● Store and/or access information on a device; ● Create a personalized content profile; ● Select personalised content; ● Personalized ads, ad measurement and audience insights; ● Product development. For some of the purposes above, our advertising partners: ● Use precise geolocation data. 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