What role Net Promoter Score should play in measuring the customer experience (+ answers to your other most pressing NPS questions)
Net Promoter has long been a hot topic for businesses trying to improve the customer experience. Its popularity is tied to its simplicity and the assertion that a brand’s Net Promoter Score (NPS) is t
Diversity, equity, + inclusion in the workplace | How to align DEI efforts with expectations and drive employee engagement
Leading organizations embrace change. They recognize and appreciate the value of a diverse, fair, and welcoming workforce—prioritizing engagement efforts to fit the individualistic needs of all employ
Expert Spotlight: Jacqui Mueller | Senior VP, Client Success
Today we hear from Jacqui Mueller—Senior VP, Client Success—and learn what changes she’s seen in the experience management (XM) space in the last decade, what goes into building a trusting partnership
3 key takeaways from the 2020 Gartner Magic Quadrant for Voice of the Customer
SMG has been recognized as a Visionary in the November 2020 Gartner Magic Quadrant for Voice of the Customer—a detailed report delivering in-depth profiles for 15 vendors in the experience management
What does International Women’s Day mean to you? Advice, inspiration, + ways to celebrate from women who #ChoosetoChallenge around the globe
International Women's Day [March 8] provides an opportunity to celebrate the social, economic, cultural, and political achievements of women around the world. The main mission of the holiday is to acc
Celebrating Black History Month with reflection + inspiration
As we seek to advance diversity, equity, and inclusion practices both within our organization and in the communities where we live and work, we’ll be highlighting a number of important cultural observ
How to Incentivize Feedback for Your Customer Experience Management Program
Great insights start with great feedback—and great feedback depends on a healthy sample of responses. But as much as we’d love for customers to offer abundant, thorough, and honest feedback purely out
Why QSR brands must invest in digital engagement + mobile app UX strategies in 2021
One of the most tangible examples of 2020's accelerated digital transformation can be found in the QSR segment. Between the months of March and August of 2020, mobile usage increased 40% as safer-at-h
Improving customer experience through technology
The tech enhancements released over the last quarter of 2020 were designed to inspire smart changes in our clients’ business. From our expanding integration partnerships to improved visualizations in