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
In an era where businesses interact with their customers through countless channels, it’s easy to forget the influence of location on customer experience (CX). Yes, the world has become more digital, but the physical touchpoints your brand shares with customers remain invaluable.
No matter your business type, your company location still holds significant sway over a customer’s perception of your brand and, by extension, customer loyalty. For those with multiple entities, location-based CX not only acknowledges this power but amplifies it.
Understanding location-based CX can open doors to new opportunities, taking customer engagement to the next level.
Location-based CX is an approach that emphasizes the influence of physical location on customer experiences. It acknowledges the fact that experiences can significantly vary from one location to another. Factors like staff interaction, ambiance, product availability, and more impact customer satisfaction.
SMG leverages real-time customer feedback to deliver valuable insights relevant to the location and overall business success.
A positive experience in a specific location can lead to repeat business, while a negative one can deter customers for good. Imagine a coffee shop franchise where one branch excels in quick service and another consistently gets orders wrong. It’s not hard to predict which one will fare better in customer loyalty.
>>> Calculate your business impact with the CX ROI Calculator
Why focus on loyalty instead of revenue? If a low-performing location is in a populated area, it can still dominate in revenue. Tracking loyalty offers a greater opportunity to further improve revenue at all locations.
Personalized experiences are no longer a luxury but a customer’s expectation. Location-based CX enables business leaders to recognize what appeals to their specific customer base and adjust their offerings accordingly.
>>> View the infographic on the business value of moving 4-star reviews to 5’s
While the concept of location-based CX might seem intuitive, implementing it effectively is no simple task. This is where a partner like SMG can shine. By offering businesses real-time insights based on customer behavior and direct feedback, we can help hone your strategies at a location-specific level.
>>>Watch the video (<2 min) on the Forrester Total Economic Impact Study of SMG
A real-world example of location-based CX being successfully implemented can be seen in our collaboration with a multi-location grocery brand.
The key challenge: How can business owners promote collaboration and inspire stores with lower performance to participate in contests, when the top-performing stores seem to clinch the victory each time?
The action: Locations were grouped into teams mixing bottom, top, and middle performers to create an initial average score that was roughly equal across teams.
The results: From an overall metrics standpoint, the quarter in which the contest was held was the first that saw all stores score above 70% in friendliness. In all, 81% of participating stores saw an improvement in friendliness.
Initially, stores struggled to maintain consistent customer satisfaction and foster collaboration across locations. However, after adopting initiatives based on concrete insights, they successfully unified their customer experience strategy across all branches. This resulted in improved customer satisfaction and an increase in loyalty for the entire brand.
Read more about this success story here.
Location-based CX is crucial for businesses seeking to build lasting relationships with their customers. Whether you’re in the restaurant, retail, consumer services, or grocery sector, understanding and optimizing location-based CX data like real-time feedback can be your competitive edge in today’s customer-centric business world.
Learn how SMG can help you maximize the potential of all of your business locations.
Talk with us to learn more or request a personalized consultation!
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
Why a Consistent Customer Experience Leads to Customer Loyalty
New employee engagement research answers your top 3 questions on overcoming today’s challenging labor market