Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
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
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
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
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
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
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
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
As email continues to remain an effective method for most brands to communicate directly with customers, companies face an uphill battle in making sure their messages stand out. And when it comes to emailing CX survey invitations, the stakes are even higher—you need to engage customers in order to gain insight on their experience.
With high email usage rates across geographies and demographics, more and more brands are complementing (or replacing) survey entry codes printed on receipts with email invitations. This methodology has several advantages, as it helps garner:
It also means smarter, more customized surveys. Since you already capture a substantial amount of transaction data about the customer’s visit, surveys can be more targeted to individual experiences and get right to the good stuff. Customers will appreciate the shorter feedback process, and you can benefit from richer insights.
But before you can get to that impactful feedback, you have to get the customer engaged in your email. There are several steps to ensuring your email invitation stands out, such as drafting action-oriented subject lines, keeping messages succinct, and optimizing design for increased engagement. But one of the most important ways to draw in your customer is personalizing your invitation. Here are a few ways to do that:
This may sound simple, but it can be a challenge to write a template message that doesn’t sound—well—templated. Take the time to use language that relates to your customer. You don’t want it to be too casual, but you also don’t want it to be generic and boring. Not sure where to start? Sort through your own inbox—it’s probably full of messages from other companies trying to get your attention. Flag the ones that stick out to you and use them as inspiration.
If you’re emailing your customer, you know their name. So use it. Better yet, incorporate it into the subject line. Sometimes it’s small gestures like this that can be enough to grab their attention. You can also address the email from a more prominent member of your organization. Seeing the signature of a managing partner or CEO adds a personal touch that is appealing to respondents. In fact, our research shows that including a personal signature leads to a 1.7X increase in response rates compared to generic emails sent from brands.
It may require a bit more programming, but customizing your email invitation with transactional data can have a big impact. By using information on what your customer purchased, you’re able to target responses about specific items and guarantee your frequent customers are providing feedback on the right visit. Something specific like “Are you happy with your new dining room table?” is more engaging than “Are you happy with your recent purchase?” This could entice your customer to click on your survey and provide more targeted and helpful feedback on that particular experience.
Personalizing your message is just one step in making sure your email engages your customer. For more, download our white paper: Cut through the inbox clutter: 7 best practices for email survey invitations.
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
3 Ways to Provide a Convenient + Contactless Customer Experience
Sustainability: What consumers expect and 3 actions restaurant + grocery brands should take today
Annual hackathon helps drive SMG’s mission of innovation by inspiring products + technologies that create meaningful change