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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
   
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   Holistic customer + employee journeys
   
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   Channels
   
   Holistic customer + employee journeys
   
   Learn More
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   Localized opportunities for improvement
   
   Digital
   
   Deliver on customer intent
   
   Ratings + Reviews
   
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   Contact Center
   
   Facilitate first-rate customer connections
   
   Brand
   
   Understand your customers + competition
   
   Employee
   
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   Reporting + Analytics
   
   Customizable, powerful, actionable
   
   Reporting + Analytics
   Reporting + Analytics
   
   Customizable, powerful, actionable
   
   Learn More
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   AI-Native Text Analytics
   
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   Agile answers to complex problems
   
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   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
   
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   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
   
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   Customized + proven support
   
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   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
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   EX ROI Calculator
   
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 * Company
   Company
   
   Company
   
   A leader in enterprise XM
   
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   About Us
   
   Catalysts for change
   
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   Platform + professional services
   
   Service Profit Chain
   
   Loyal employees –> loyal customers
   
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   Your hub for XM updates
   
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   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



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   * Channels
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   * Taking Action
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   * Insights
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   * Employee Experience
   * Brand Experience
 * Industries
   * Restaurant
   * Retail
   * Consumer Services
   * Grocery
   * C-Store/Fuel
   * Financial Services
 * Client Success
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   * Success Stories
 * Company
   * About Us
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   * Service Profit Chain
   * Leadership
   * News
   * Careers

 * Privacy Policy
 * Preference Center

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

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Accessibility StatementCompliance status

We firmly believe that the internet should be available and accessible to anyone
and are committed to providing a website that is accessible to the broadest
possible audience, regardless of ability.

To fulfill this, we aim to adhere as strictly as possible to the World Wide Web
Consortium’s (W3C) Web Content Accessibility Guidelines 2.1 (WCAG 2.1) at the AA
level. These guidelines explain how to make web content accessible to people
with a wide array of disabilities. Complying with those guidelines helps us
ensure that the website is accessible to blind people, people with motor
impairments, visual impairment, cognitive disabilities, and more.

This website utilizes various technologies that are meant to make it as
accessible as possible at all times. We utilize an accessibility interface that
allows persons with specific disabilities to adjust the website’s UI (user
interface) and design it to their personal needs.

Additionally, the website utilizes an AI-based application that runs in the
background and optimizes its accessibility level constantly. This application
remediates the website’s HTML, adapts its functionality and behavior for
screen-readers used by blind users, and for keyboard functions used by
individuals with motor impairments.

If you wish to contact the website’s owner please use the website's form

Screen-reader and keyboard navigation

Our website implements the ARIA attributes (Accessible Rich Internet
Applications) technique, alongside various behavioral changes, to ensure blind
users visiting with screen-readers can read, comprehend, and enjoy the website’s
functions. As soon as a user with a screen-reader enters your site, they
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browse and operate your site effectively. Here’s how our website covers some of
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    These adjustments are compatible with popular screen readers such as JAWS,
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    website operable by the keyboard. This includes the ability to navigate the
    website using the Tab and Shift+Tab keys, operate dropdowns with the arrow
    keys, close them with Esc, trigger buttons and links using the Enter key,
    navigate between radio and checkbox elements using the arrow keys, and fill
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    Additionally, keyboard users will find content-skip menus available at any
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    Users can also use shortcuts such as “M” (menus), “H” (headings), “F”
    (forms), “B” (buttons), and “G” (graphics) to jump to specific elements.

Disability profiles supported on our website
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   use the website by eliminating the risk of seizures resulting from flashing
   or blinking animations and risky color combinations.
 * Vision Impaired Profile: this profile adjusts the website so that it is
   accessible to the majority of visual impairments such as Degrading Eyesight,
   Tunnel Vision, Cataract, Glaucoma, and others.
 * Cognitive Disability Profile: this profile provides various assistive
   features to help users with cognitive disabilities such as Autism, Dyslexia,
   CVA, and others, to focus on the essential elements more easily.
 * ADHD Friendly Profile: this profile significantly reduces distractions and
   noise to help people with ADHD, and Neurodevelopmental disorders browse,
   read, and focus on the essential elements more easily.
 * Blind Users Profile (Screen-readers): this profile adjusts the website to be
   compatible with screen-readers such as JAWS, NVDA, VoiceOver, and TalkBack. A
   screen-reader is installed on the blind user’s computer, and this site is
   compatible with it.
 * Keyboard Navigation Profile (Motor-Impaired): this profile enables
   motor-impaired persons to operate the website using the keyboard Tab,
   Shift+Tab, and the Enter keys. Users can also use shortcuts such as “M”
   (menus), “H” (headings), “F” (forms), “B” (buttons), and “G” (graphics) to
   jump to specific elements.

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