Driving experience management business outcomes

Truly successful experience management (XM) programs drive meaningful outcomes that justify XM investments and future-proof your business.


smiling customer

Generate new revenue

Your long-term success hinges on your ability to drive and sustain growth by attracting more customers, opening new channels, + expanding product offerings. Consumer feedback provides the mission-critical perspective on what resonates and which adjustments need to be made to accelerate your growth strategy.

Grow existing revenue

When you deliver truly differentiated experiences, you create fierce brand advocates who return more frequently and recommend you to others. To inspire lifelong loyalty and build emotional brand connections, you must continuously evolve alongside customers’ rising expectations at every point of interaction.

Grow existing revenue
man looking at data on computer

Reduce churn + detractors

Not every experience will be perfect, but it’s how you make it right that matters. With real-time alerting + cross-channel case management, you have the chance to respond quickly and effectively—helping you save at-risk revenue, recover lost customers, and curb employee churn.

Drive operational efficiencies

It’s up to you to make your business run better, faster, more efficiently. When your data directs you to the right levers to pull and the right changes to make, you can redefine what it means to serve your customers (and make employees’ lives easier)—helping you reduce costs to operate.

two employees working together

Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers.

VP Strategy + Transformation | CKE

SMG helped us stay ahead of issues, inspire customer loyalty, and improve business outcomes with ratings + reviews.

SEO Lead | Signet Jewelers

SMG has served as a partner and trusted advisor, helping us create alignment across our customer journey, advance our feedback collection methods, and deliver insights faster.

VP, Customer Experience | Party City

Blog
Top highlights and 4 key takeaways from Forrester’s CX North America
Solution Brief
Program communication
Blog
What is Holding You Back from a Frictionless Customer Experience

Contact us to see what outcomes are possible.