Success Stories

SMG drives sustained, long-term XM program success for clients through a truly collaborative partnership that delivers research-backed methodologies, role-based + feature-rich reporting tools, and ongoing strategic guidance that helps them go beyond program deliverables to achieve meaningful business outcomes.

See why 500+ top-tier brands use SMG’s experience management platform to drive business outcomes.

How Party City enhanced its cross-channel XM strategy to create a more seamless customer experience

How CKE reimagined its contact center to streamline operations + improve the customer experience

How Co-op used video feedback to humanise the customer experience + reinvigorate colleague engagement

How Signet Jewelers optimised online reputation management to strengthen customer relationships + boost digital presence

Tractor Supply Company invests in digital enhancements, offering new touchpoint for customers + yielding significant sales growth

The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution

By revamping training + improving morning service, Wendy’s earns a seat at the breakfast table

Church’s Chicken improves order accuracy + drives customer satisfaction with new delivery offering

McDonald’s improves the customer experience by responding to customer feedback

Local to global: How Shell tested market-level changes to make worldwide improvements

Krispy Kreme Japan sweetens the customer experience + improves business outcomes

Attract + retain top talent by acting quickly on employee feedback

“The flexibility to be able to instantly focus on [significant operational changes] was crucial. It was all new, so we really needed to understand what was working and wasn’t working, so we could make adjustments as we went. SMG was getting enough feedback in less than five weeks to make improvements. Optimizing the process not only led to more revenue, sooner but it actually reduced costs.”

Consumer affairs director, US grocery
*Forrester | The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution Q2, 2021

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