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
Whether it’s visiting your website to research and purchase products or engaging with your mobile app, customers are turning to digital channels more frequently than ever.
In their June 2020 report, Envisioning The Future of Omnichannel Commerce, Forrester states, “It’s hard to identify a customer across every screen, channel, and digital touchpoint, but it’s critical to master this single view to become an omnichannel organization.”
With this in mind, Party City prioritized revamping their digital strategy and making targeted improvements across the customer journey.
In this blog, we’ll look at the steps Party City took to create the consistent and seamless cross-channel experience consumers expect—resulting in rapidly increased feedback collection and improved KPIs.
The first step of Party City’s enhanced cross-channel
strategy was to create an action plan. The specialty retailer worked with their SMG team to identify 3 focus areas to ensure their efforts were aligned with evolving customer expectations:
Once the plan was set, the brand got to work implementing the necessary enhancements to its CX program.
Creating a successful cross-channel strategy requires much more than launching a bunch of new tech—it’s about implementing solutions that make the most sense for your brand and customers.
To create a better cross-channel experience for their customers, Party City harnessed the following technologies:
Ratings + Reviews | By measuring ratings + reviews across top review sites, Party City increased responsiveness, tapped into location-level competitive benchmarks, and paired social data with solicited feedback.
Digital feedback | They also enhanced their digital feedback management program, implementing targeted site-intercept surveys and an always-on feedback button to capture more solicited and unsolicited feedback from web + mobile users.
Brand experience measurement | Additionally, Party City began measuring the brand experience, connecting customer perceptions and behavioral data with customer feedback to pinpoint ways to deliver on its brand promise and drive loyalty.
smg360® platform | Finally, to bring it all together, the brand combined this new feedback with its existing customer experience data, connecting disparate datasets in the smg360 platform. With this cohesive view of the customer experience and access to real-time data across multiple touchpoints, Party City was able to make targeted changes in areas that mattered most to customers.
Since increasing their digital touchpoints and evolving their cross-channel strategy, Party City has rapidly improved the customer experience, garnered more valuable feedback, and drove tangible results.
Specifically, the brand increased in-store feedback collection by 2.1x and off-premise feedback collection by 4x. Party City also improved their Overall Satisfaction score by 8ppts.
You can’t afford to have less-than-stellar digital touchpoints. But as Party City demonstrates, digital is just one piece of the puzzle. If you’re not incorporating digital CX data with feedback from other channels, you’re delivering fragmented experiences and missing out on conversion opportunities.
Brands must offer a frictionless cross-channel experience to meet the expectations of today’s consumer. If your CX data is siloed across multiple channels and platforms, meeting those expectations will prove difficult, if not impossible.
The Gartner report, “Adopt a Customer-Centric Approach to Drive Customer Experience,” details how to manage and improve customer experiences at each stage in the customer journey. Get your complimentary copy here.
Chris Bosco | VP + GM, Digital
FEATURED RESOURCE
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
Harsh Truth: Why So Many Retail Customer Experience Leaders Are Unable to Demonstrate ROI
How Video Feedback Will Enrich Your Employee and Customer Experience Management Program
Make it personal: Tips on creating a more click-worthy CX email invitation