Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
Retail
Today’s turbulent economy, political environment, and customers’ shifting priorities are wreaking havoc on companies grappling with reduced consumer spending, increased competition, and a lower revenue forecast. This leads to a pattern shift from value creation to value consumption—squeezing as much as possible from their customers and employees to compensate for other losses. But it’s only a matter of time retailers will realize value consumption is not sustainable and is only harming their brand.
To thrive in retail, we must create extraordinary value in the eyes of the customer. We must commit to keeping practices they love and quickly address the challenges they raise before it’s too late. We need to stop focusing on our brand’s internal issues and instead become obsessed with our value proposition to the market and our impact on our customers.
With a sharper understanding of the retail journey your customers experience, companies can prevent churn, quantify the impact of losing a customer, focus on retention, and ultimately improve loyalty. Successful retail customer experience practitioners know their brand is only as good as the last customer interaction—and those interactions can occur across a variety of channels and touchpoints. These predictive insights offer valuable benefits to companies that allow them to act before they lose customers and revenue.
As competition continues to increase, particularly in e-commerce, delivering sustainable customer value can be a game changer and provide significant opportunities for retail brands.
1. Deliver—and fulfil—your brand promise to your customer
When using insights to optimize the customer experience, you should communicate what your customer can expect, what you offer, the value you bring to the table, and who you are as a retailer. And deliver against that.
2. Improve the shopping experience
To manage your customers’, you must be accurate with your product listing, descriptions, images, and videos. Customers demand transparency with your product listings, availability, and the information they need to make a buying decision.
3. Personalize the shopping experience
Often perceived as virtually impossible, providing a personalized shopping experience has become a game changer for brands wanting to charge a premium price. Retailers are deploying more technology to enhance the buying experience and brand association for today’s hybrid retail environment. From the moment someone visits their store or website to make a purchase, retailers are finding creative ways to use insight to personalize every stage of the journey, from purchasing, delivery, and returns.
4. Offer free and fast delivery (when you can)
With Amazon’s influence on the way we shop, consumers expect instant, quick, and affordable shipping across their purchasing channels. Analyzing feedback data helps companies fine-tune the delivery experience and use that insight to grow their business. The key here is understanding what your brand is capable of and to not overpromise. A recent study we ran actually shows that free can better than fast.
5. Manage inventory level and supply chain issues
When you boil it down, retail is about having the right goods to sell at the right time at the right price. CX leaders must show that impact, especially when inventory affects the buyer’s journey and the value you aim to provide. CX leaders must be able to demonstrate that business impact and work with other functional teams to minimize the effect. There are many ways to do that, but the most convincing is to link insights to the bottom line.
6. Focus on action versus just scores
Understanding your brand’s customer experience performance over time, across your enterprise, is important, but it’s not enough. Actively boiling all the data down to specific action items is critical. The only constant in your customer experience delivery model should be change. Constantly trying to deliver a better, more efficient, and delightful customer experience is the only way for brands to guarantee long-term success.
For more on how retailers can provide strong CX in 2023, check out this trends report.
FEATURED RESOURCE
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
The Purpose Advantage | Creating a connection with employees + customers
Expanded integrations + text analytics visualizations lead Q3 tech enhancements—strengthening business outcomes through experience management insights
Mitigate Operational Risk with Text Analytics and Customer Feedback