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Blog

  • Don’t let your CX program flame out—establish a steering committee

    Nichole Wright | Aug 14, 2017
    Learning something new can start you on a rollercoaster of emotion. Once we know the benefits we might get, we often want to jump right in. We fantasize about who we’ll become, and the endless pool of possibilities that wait on the other side of the learning curve. Once we take the first step toward the edge, however, we find plenty of obstacles stand between us and our goal. Our excitement wanes. We feel deflated and tired. We tell ourselves things like “If only I had known what to expect, I could’ve planned ahead.”
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  • How to build a loyalty strategy that measures behavior + emotion

    Emily Gates | Aug 10, 2017
    Think about your last purchase: Did you buy from a brand that was convenient—maybe on your route from home to office? Or did you buy from a brand that you visit over and over not because it’s particularly convenient or affordable—but because it’s a brand you love and want to spend your money with?
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  • SMG acquires Catalyst Healthcare Research to bolster expertise and growth

    SMG Insights | Aug 8, 2017
    SMG, on August 1, purchased Nashville-based Catalyst Healthcare Research (CHR) to accelerate strategic expansion within the healthcare category. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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  • Survey structure—Making surveys make sense

    Franci Erdmann | Aug 2, 2017
    Getting a useful feedback sample is more than getting a lot of responses—the quality of those responses matters, too. Structuring your survey appropriately has a huge impact on the usability and depth of the feedback you get. Studies show the order of asks influences how people respond, so it’s important to be strategic in your planning. Questions that come earlier in the survey can provide context to questions that come later, so we recommend paying special attention to these best practices to get the most successful survey sample possible.
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  • Proving CX program value: How to tie scores to business results

    Kelcey Curtis | Aug 1, 2017
    Make customers happy. Get rewarded. Even simple, tried-and-true strategies like that one are hard to execute consistently. That’s why leading brands are investing more resources into customer experience (CX) measurement programs, which allow them to collect, analyze, and act on customer feedback in real time. But with increased investment comes increased pressure to produce tangible results.
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  • Streamline your unsolicited feedback for better insights and better business

    Charlie Moore | Jul 27, 2017
    Unsolicited feedback can give you insights your brand didn’t even know it needed. Customers can tell you aspects of their experience beyond what you’re asking in your surveys. Offering your customers an open-ended way to reach out to you is critical to running a successful CX program—but knowing how to manage that feedback can be a whole other animal.
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  • 3 tips for traditional retailers navigating a world gone omni

    Todd Leach | Jul 24, 2017
    If you work in retail and are lucky enough to find a moment to stand still, you might feel the ground moving beneath you. That’s because the seismic shift from traditional retail to omnichannel dominance has quickly gone from headline fodder to harsh reality.
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  • Say it with a smile—what emojis can tell you about customer sentiment

    Lou Bellaire | Jul 19, 2017
    SMG thrives on data. And our Data Science team is responsible for narrowing down the massive datasets we collect into granular patterns in consumer preferences and behavior. We use advanced algorithms and rigorously test new concepts to get down to the insights that deliver real value to our clients. Those insights are what helps them make the better business decisions that drive loyalty and growth.
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  • Millennials in the workplace: Myths, misconceptions, and tips

    Jeff Jokerst | Jul 17, 2017
    Lazy. Entitled. World champions of participation with trophies to prove it. A lot of unfavorable (and unfair) labels get thrown around when discussing millennials. And if you’re an HR professional, those labels may raise some alarms about what that means for you over the coming years.
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  • 3 key ways omnichannel is changing expectations—part 3

    Todd Leach | Jul 13, 2017
    Customers have more power in the marketplace—and more information—than ever before. That may feel like a loss of control for retailers, but it shouldn’t if you know how to field the change in landscape. Understanding how to pivot your approach to customer service can turn this change in customer behavior into an advantage—and differentiate you from your competitors.
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  • CKE engages SMG to measure customer experiences at Hardee’s and Carl’s Jr. brands

    SMG Insights | Jul 12, 2017
    CKE Restaurants Holdings, Inc. has selected Service Management Group (SMG) to measure the customer experience for 3,000 Hardee’s® and Carl’s Jr.® locations in North America. In 2018, the program will expand to include an additional 800 international locations across 41 countries. SMG is a global leader in customer experience (CX) measurement, helping more than 450 brands around the globe to listen, understand and act on feedback and behavioral data.
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  • 5 reasons to attend Power User Exchange in 2017

    Ken White | Jul 10, 2017
    Watch any award ceremony and you’ll start to notice a pattern. The winner’s name is announced, the camera pans to the crowd, the winner hugs a few people around them, and the first words out of their mouths are something like, “Thanks, but I couldn’t have done it without _______.” Great relationships are the foundation of any success story, and we at SMG love opportunities that let us build them.
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  • Third-party delivery—why it matters and 5 ways to prepare

    Jim Sellers | Jul 6, 2017
    If you’re not exploring third-party delivery (3P) for your restaurant brand, you’re already behind. But trusting someone else to get your product to your customer can make plenty of brands nervous—and with good reason. Introducing an outside delivery service to your customer journey means a loss of control over many factors that contribute to a highly satisfying customer experience. And a poor delivery order can have a big effect on your brand perception.
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  • Which 3rd party review sites are worth your effort?

    Jason Norris | Jun 30, 2017
    Online reviews matter to brands and customers alike—93% of customers say online reviews impact their purchase decisions. There are hundreds of sites where customers can let their voices be heard—Yelp, Facebook, Instagram, and Twitter are just a few. There are even niche sites collecting feedback for specific industries. And when it comes to managing all that feedback, brands can quickly feel overwhelmed. How can you reduce the noise and focus your efforts where they matter most?
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  • Incentives—Pay your customers back for their two cents

    Franci Erdmann | Jun 27, 2017
    We know customers are always anxious to give us robust, thoughtful feedback in huge quantities—we don’t even to ask! Just kidding. Sometimes customers need a little encouragement to give us their thoughts and incentives are a great way to do it. Getting a healthy sample is the first step to getting actionable insights that help you make better business decisions—that’s why choosing the right incentive is so important to building a successful CX program.
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  • Your CX program success starts from the top down

    Nichole Wright | Jun 23, 2017
    You already know the importance of a holistic, robust CX program—they give you great insights that drive action and your bottom line. Even with benefits like that, making the case to your C-level executives can still be a challenge. Driving engagement from the top down is critical in getting buy-in from every level in the organization—which is an essential part of running a successful program.
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  • 3 ways grocers can boost basket size (and compete with Amazon)

    Jack Mackey | Jun 16, 2017
    Let’s start by stating the obvious. There’s been a ton of speculation in recent days around what Amazon’s purchase of Whole Foods means for the grocery industry. One thing all observers can agree upon? The competitive grocery landscape is now far more complex than it was just last week. So let’s take a stab at making it simple again and focusing on the one thing you can execute more successfully than Amazon: finding what your customers like and delivering it better than anyone else.
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  • The gap between 4s and 5s is wider than you think

    Jacqui Mueller | Jun 12, 2017
    When it comes to customer satisfaction, 4 out of 5 sounds pretty good—but the space between 4 and 5 is actually your biggest opportunity for improvement. That’s why measuring them separately is critical for getting the best insights for action. Satisfied customers don’t behave the same way as your Highly Satisfied customers, and it’s worth understanding the difference to reap the benefits of turning your Satisfied 4s into Highly Satisfied 5s.
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  • 5 ways to leverage your contact center to build a better omnichannel experience

    Charlie Moore | Jun 9, 2017
    Brands may aspire to be omnichannel—but most are still multi-channel. But what’s the difference? Omni is Latin for all—and when we talk about omnichannel, it really means all customer channels are integrated. That integration is what makes every interaction with your brand a seamless customer experience. Multi, on the other hand, means many. And in the world of CX, that means there are many channels for customers to connect with—physical locations, phone, chat, email, social, websites—but not all are integrated. Studies show less than 1 in 3 consumers agree that brands make it easy to switch between different channels, and yet 81% of consumers want different channels available to meet their needs. It’s clear a gap exists.
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  • Introducing smg360™ – the next generation CX data integration and reporting platform

    SMG Insights | Jun 6, 2017
    By introducing a re-imagined smg360™ desktop reporting experience on the heels of re-launching an industry-leading mobile app, SMG makes it faster and easier for customer experience professionals to see and understand what customers and employees really want.
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