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Blog

  • How SMG stops data security threats before they start

    Dennis Ehrich | Apr 28, 2017
    It's no secret that thousands of successful cyber-attacks are executed in the US every day. According to Newsweek, there were over 77,000 in 2015 and the number continues to rise. Cyber security and data protection have always played an important role in the culture of SMG. Being a trusted partner for hundreds of global corporations, we take that responsibility seriously—and it shows in our security strategy and the resources we commit to this effort.
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  • Understanding the relationship between employee engagement and customer loyalty drives brand performance

    Jeff Jokerst | Apr 25, 2017
    More and more, successful brands are coming to understand the relationship between employee engagement and customer loyalty. Brands with strong employee engagement better manage turnover, increase customers’ likelihood to recommend and improve comp sales. Not only do customers feel the difference, but in fact there is a direct link between highly engaged employees, highly loyal customers and financial performance.
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  • Service Management Group leverages technology to help brands unlock critical customer and employee insights

    Shad Foos | Apr 18, 2017
    SMG is rated as a Strong Performer in The Forrester Wave™: Customer Feedback Management Platforms, Q2 2017. The report noted that “SMG excels at services and benchmarking, especially for retail and restaurant clients.”
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  • Key takeaways: Restaurant Leadership Conference 2017

    Peter Berger | Apr 14, 2017
    The Restaurant Leadership Conference is one of the top restaurant events of the year. We partner with some amazing brands, and love the opportunity to sit next to our partners and hear the latest in industry trends and strategies. It’s an awesome event that helps strengthen our partnerships, and network with industry leaders and decision makers to learn how to better serve our clients. Here are a few of the key takeaways this year.
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  • 5 ways to take action on customer reviews and drive loyalty

    Jason Norris | Apr 7, 2017
    Over the past decade, we have seen a shift in how consumers discover, talk about, research and choose to purchase from brands. It's no surprise that social media and search engines are the driving force behind content-sharing and discovery. Most consumers will start their customer journey with a search engine. Within those search results, the consumer will be presented with a variety of content related to their search terms. Then, based on the results, the consumer will make a decision—where to get a hamburger, fix their tire, buy some shoes, or see a movie. Why do these results matter?
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  • 3 ways to identify innovation opportunities in restaurant retail

    Jeff Fromm | Mar 31, 2017
    Millennials have quickly taken on an influential role in our consumer market. More than any other consumer group, Millennials are influencing the perceptions, expectations and purchasing behaviors of surrounding generations. It is evident across the market, from consumer attitudes in-store or online, to lifestyle choices.
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  • Short and shorter—make the most of your survey length

    Kelcey Curtis | Mar 24, 2017
    With the growing popularity of mobile devices, short surveys have become a hot topic for market researchers. The problem tends to be finding a balance in length—surveys need to be short enough to keep a respondent’s attention, but long enough to provide a comprehensive view of the customer experience. A big question we often get from clients is—how short is too short?
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  • Forum 2017 | A look back at a forward-thinking event

    Shad Foos | Mar 17, 2017
    Another awesome Forum event has come and gone—and although the three days flew by, our takeaways this year are long-lasting. We had an unforgettable time connecting with industry leaders, hearing from innovative thinkers, and sharing business-changing insights that unleashed disruption in more ways than we could count. Keep reading to get a taste of what we learned.
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  • 3 key ways omnichannel is changing expectations—part 1

    Todd Leach | Mar 10, 2017
    Delivering on speed is a no-brainer when it comes to meeting on customer expectations—but what does speed really mean? In part one of our three-part series on how omnichannel is changing the CX game, we dive into all the ways speed factors into the customer experience—at every touchpoint and across every channel.
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  • Does your organization have the glue that keeps the customer experience bonded to your brand?

    Charlie Moore | Mar 3, 2017
    I love the first few months of the year. We get results from all the studies conducted the year before so we can better understand what’s been happening in the world of CX. Here are some points to consider from a few studies in 2016.
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  • Brands have more access to better customer and competitive data using patented SurveyMini technology

    Shad Foos | Feb 22, 2017
    SMG received its second and third technology patents from the United States Patent and Trademark Office (USPTO). The patents cover advancements to SMG’s location-based mobile research app SurveyMini.
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  • Taco Bell aims to cut their turnover rate in half—while boosting customer satisfaction

    Jeff Jokerst | Feb 17, 2017
    Your employees spend more time with your customers than you do. They know first-hand what customers say, what they do, and how they really feel about your brand. That’s why it’s so important to ask your employees what really matters—to get insights that let you focus on meaningful improvements that drive loyalty. With that lens, it’s easy to see why your customer experience and employee engagement programs are so intertwined.
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  • Do your customers have a crush on you? 3 ways to get from like to love

    Emily Gates | Feb 14, 2017
    Let’s take this Valentine’s Day season to reflect on our relationships with our customers, and what we can do to woo them from simply liking our brands to loving our brands.
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  • Absent vs. Additive: A New Era of Frictionless

    Jeff Fromm | Feb 10, 2017
    In 2017, the fact that members of the Millennial generation are digitally reliant should be old hat to marketers. After all, they did grow up in an era that barely remembers life without the internet accessible at their fingertips, and they aren’t shy about utilizing digital in all facets of their lives, from entertainment to organization and everything in between.
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  • 3 ways to take your CX strategy beyond please & thank you

    Ken White | Feb 3, 2017
    Customer experiences on both ends of the quality spectrum are memorable. A truly great interaction with a brand is hard to forget. A negative one is even harder. When we have a friendly experience as a consumer, our perception of the entire brand improves—and that’s what keeps us coming back for more.
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  • Employee recognition: 3 rules great leaders follow

    Jeff Jokerst | Jan 27, 2017
    The fuel. The juice. The ultimate motivator. It’s been called a lot of things. But what is it? It’s the R-word—recognition. For those who work with other people—which is most of you reading this blog post—the concept of recognition is something you must acknowledge and manage with purpose.
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  • How do surveys fit into the omnichannel experience?

    Todd Leach | Jan 20, 2017
    Omnichannel retailing is a philosophy that attempts to leverage customer data and customer feedback to create a seamless and personalized brand experience. It leads to greater satisfaction for customers—and increased sales and profitability for the brand. The omnichannel experience continues to evolve as new technologies and channels offer more ways for customers to interact with brands.
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  • Winning brands tap mobile CX tech to drive customer loyalty

    Missy Heck | Jan 13, 2017
    It’s an indisputable fact that brands compete on customer experience across all channels 24/7. Winning brands listen to customers and act on feedback in order to make operational improvements that create better experiences, drive loyalty, and improve financial performance.
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  • The Year of Giving

    Mary Widmer | Jan 6, 2017
    As we celebrate the beginning of a new year, we’ve been reflecting on everything we’ve accomplished, where we’re going, and who we are. Since our inception, the spirit of service has always been in our nature. It’s in our name, and it’s the first of our five core values—Service, Respect, Integrity, Excellence, Teamwork—so we knew we wanted to incorporate the idea into the 25-year celebration in a meaningful way. We are fortunate to be a talented group of people who have most of our needs met—and we wondered how we could share that abundance with others. Out of that, the Year of Giving was born.
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  • Is Black Friday dead? Not quite, but retailers may need to pivot

    Paul Tiedt | Dec 16, 2016
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