Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations to enhance your technology ecosystem and deliver insights you can trust
Cross-channel feedback collection capabilities at each stage of the customer + employee journeys
Powerful, customizable tools that empower every user with actionable information to produce results
Data-driven prescriptive actions that guide your next best action, at all levels of your organization
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
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
When it comes to the customer experience, there are no small roles within your organization—everyone makes an impact. By getting your entire team on board and in tune with your CX measurement strategy, you can expect more engaged, dedicated employees—and in turn, more satisfied, loyal customers.
The most important thing is to make sure your team members understand their role by providing a comprehensive suite of tools uniquely fit to each level. Communicate the overarching concept and goal of your program so employees know where their focus should be.
Here are 2 things you can do immediately to drive CX program engagement from each team member:
Not every employee needs every piece of data. Too much information can lead to analysis paralysis—meaning less concentration on impactful change. Take the time to customize reporting tools to fit each role and level, such as:
Make sure your reporting system is user-friendly so employees with varying levels of technology comfort can navigate the dashboard with ease. Your CX reporting dashboard should provide actionable information with easy-to-understand features and tools, so your employees can have less screen time and more face time with customers.
Lay out action plans for various timeframes—daily, weekly, monthly, and quarterly—for each role. For example, a location manager should check customer comments and share positive guest comments daily. A mid manager should review performance across locations and send out best practices on common themes on a monthly basis. Providing a clear, simple checklist will keep the team organized and on-target.
Explain how the CX program fits into the organization’s overarching strategy. What is the main goal? How are you going to reach it? What can each member do to contribute? Incorporate the following into your communication plan to give a holistic picture of your CX program:
A grocery retail client overcame a skeptical field by finding innovative ways to showcase the value of their CX program, and sparked early engagement with employees. By combining customer and employee insights, they created a comprehensive approach to rolling out their CX program. They leveled out performance on key measures across dayparts and days of the week. And they quantified the financial impact of improving the customer experience.
For more on how to motivate your field team and for an example of specific action plans—from daily to quarterly—created to keep scores trending in the right direction, download our best practice guide: 10 ways to spark field engagement in your CX program.
Restaurant trends on a platter—a preview of spending + tipping attitudes
Understanding Unions: Effective Methods for Collecting Employee Feedback
Customer case management provides systematic insights on service recovery improvements
What does International Women’s Day mean to you? Advice, inspiration, + ways to celebrate from women who #ChoosetoChallenge around the globe