Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
Services
Evolve from data-driven to insights-driven.
XM program management partners dedicated to helping you move your business forward
Answer your specific business challenges with measurable results + tangible ROI
Uniquely combining an end-to-end platform with hands-on professional services
Experiences
Deliver uniquely positive experiences.
Improve business outcomes across expanding touchpoints + evolving expectations
Drive engagement + reduce turnover at every stage of the employee life cycle
Gain a deeper perspective with brand tracking, branded benchmarks, + behavioral insights
Industries
Industry-specific XM solutions
Tailored insights for every touchpoint
Online + offline customer management
Differentiate your service experience
Cross-channel shopper interactions
Data for agile actions
Client Success
Customized + proven support
Proactive partnership at every step, designed to move your business forward
Success comes when you can justify XM investments + future-proof your business
See how top-tier brands use SMG’s XM platform to achieve meaningful outcomes
Resources
On-demand XM education
Industry insights and updates
Access hundreds of assets
Demonstrated client impact
Industry data shaping the future
See the business impact
The value of improved EX
Company
A leader in enterprise XM
Catalysts for change
Platform + professional services
Loyal employees –> loyal customers
Meet the SMG team
Your hub for XM updates
Creating inspired experiences
Insights
At SMG, an insight is a specific research finding that provides a more nuanced understanding of a given topic and prescribes clear ways to act—leading to measurable results + tangible ROI.
(Mhm)
(Aha!)
What does it look like?
DATA:
Low cleanliness scores
INSIGHTS:
Cleanliness scores have dropped
Drill-down question + text analytics revealed it’s not due to typical issues like messy drink stations or overflowing garbage cans – customers actually think the stores feel cluttered
What can you do with it?
Tell operators to put an emphasis on cleaning their stores
Conduct site visits for bottom-performers + follow up with monthly coaching calls
Realign aisles + communicate compliance standards
Reprioritize SKUs to put branded bakery items with higher profit margins in great-looking displays next to registers
What are the expected results?
Hope for improvements
Cleanliness
Overall Satisfaction
in-store bakery sales increase vs. general merchandise
Turn mountains of data into actionable insights that produce real business outcomes:
highly relevant and actionable insights
The Forrester WaveTM: Customer Feedback Management Platforms, Q2 2021
Our dedicated, in-house researchers use best-in-class methods to find the right answers and insights to your business-specific questions. Some key questions we help our clients address include:
SMG’s robust industry benchmarks help contextualize your standing in comparison to your competition, and our expert experience management teams deliver the key insights you need to surpass your peers.
Shell’s CX programme allows them to hear from a broad customer base, providing an accurate picture of the customer experience and driving decision-making throughout the organization.
