About Us

SMG is famous for its culture–and our culture is driven by our people. That’s why hundreds of the world’s leading brands partner with SMG, regularly citing our shared commitment to excellence, passion for service, and unrelenting drive to inspire exceptional experiences. It’s what we do every day, all across the globe.

OUR VISION

Make human experiences the heart of every business.

MISSION

Accelerate value by changing how brands act on customer + employee insights.

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VALUES

Teamwork | Recognize and reward cooperation; collaborate to define and accomplish common goals

Integrity | Consistently do the right thing; be honest and always keep your word

Excellence | Establish and maintain very high standards for quality and achievement

Respect | Value others; acknowledge that others’ ideas and views matter, treat everyone fairly

Service | Be helpful; proactively deliver on others’ expectations, be responsive and adaptable

Our history

1991

SMG founded as a unit of KC ad agency Barkley

1991

Launched employee experience solution

1995

Launched customer experience solution

1997

SMG co-founder Leonard Schlesinger published "The Service Profit Chain"

1999

SMG spun off from Barkley as an independent company

2003

Introduced competitive benchmarks to the marketplace

2007

Launched brand experience solution

2012

Launched top-rated smg360® mobile reporting app

2016

Launched digital feedback + call center solutions

2020

Patent granted for tracking consumer brand strength data

2020

Patent granted for capturing consumer location + behavior

2021

Identified by Forrester as a Leader in Customer Feedback Management Wave

2021

Received significant strategic investment from Brentwood Associates

2022

Closed our offices + adopted a remote-first model

Careers

Our mission is to accelerate value by changing how brands act on customer + employee insights. And that takes a team of curious, creative, hard-working people who are passionate about exploring new challenges, solving problems, and working as a team. We’re a remote-first company and a leader in our space—come be a part of tremendous growth.

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SMG by the numbers

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We serve our clients from everywhere

SMG is a remote-first company with a globally distributed workforce. That means our top-notch talent can—and does—work from anywhere, building globally scaled solutions for our clients while living where and how we want to live.

Diversity, equity, and inclusion

We firmly believe all benefit when everyone is heard, recognized, and valued. Our commitment to diversity, equity, and inclusion fundamentally shapes and influences how we operate as a company—from recruiting + hiring practices to ongoing training initiatives, interpersonal communications, and everything in between.

We embrace our collective differences and value how they enhance SMG’s ability to achieve its overall mission. Our workplace policies and practices support the cultural tone of inclusion and respect for all employees, partners, and suppliers—enhancing the work we do for our clients and fueling our success.

Want to know more about SMG?

Learn how the research methodology that started it all continues to drive employee engagement strategies, customer experience improvements, and profitable sales growth.