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
All Industries
In today’s digital world, one of the most impactful ways to boost business outcomes and quantify ROI is through an effective and efficient online reputation management solution. The financial impact ratings + reviews has on a brand is staggering—with 97% of consumers stating reviews influence their buying decisions.
The right ratings + reviews management solution can drive business outcomes in 3 key ways:
1. Increase search visibility
When it comes to the Google game, you have to play to win. 93% of searchers never go past the first page, instead using only the first 10 search results to form their impression. And what gets you on that first page? Engagement. When Google sees you’re responding to customers, they’ll reward you with a nudge to the top—which leads to more clicks, higher traffic, and ultimately, increased purchase rates.
After the first 12 months of tracking and responding to customer reviews, brands that implement and engage with a comprehensive online reputation management system typically see increased search engine placement and greater mobile engagement. Other improved metrics include:
By increasing these metrics, brands can demonstrate the customer experience directly corresponds with real business results.
2. Build customer trust + loyalty
41% of consumers say when brands reply to reviews, it shows the company really cares about their customers. Why is that so important? Because if consumers don’t trust you, they won’t buy from you.
Trust is becoming an important aspect of driving consumer loyalty—and it’s not always an easy thing to get. When consumers are evaluating a brand, they’re looking at 10 reviews on average before that trust is established.
By having a ratings + reviews solution that does the heavy lifting for you—with an in-platform response system, competitive benchmarking, and intuitive trend reporting—brands are able to connect with more customers in a more timely way. This kind of attention is what drives brand loyalty and keeps customers coming back.
3. Improve problem resolution
Intuitive brand management technology—that works in conjunction with your customer experience management program—makes it easier to pinpoint customer issues and correct their problems faster. Features like real-time, in-platform response help provide a comprehensive close-the-loop process.
This is incredibly important because resolving a customer complaint isn’t just high stakes—it’s also a great opportunity. Customers who are highly satisfied with problem resolution are more likely to return than those with no reported problems at all.
Optimize ratings + reviews to build stronger customer relationships
It’s not just star ratings and social chatter floating around online—ratings + reviews are an opportunity to improve your brand’s reputation and build customer connections. If customers see you’re not engaging with their reviews, they won’t trust you with their business. So if you haven’t made online reputation management a top priority, you’re losing customers.
To learn more on how to stay ahead of the competition, inspire customer loyalty, and drive business outcomes with ratings + reviews, download the guide: 4 ways to boost business outcomes with online reputation management.
FEATURED RESOURCE
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
2022 Holiday Shopping: The Ultimate Customer Experience Guide for Retail
Why Auto Parts Retailers Need To Prioritize the Customer Experience and How To Start
Driving Brand Loyalty for Restaurants through Value-Focused Offerings