Platform
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
Services
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
Experiences
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
Industries
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
Client Success
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
Resources
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
Company
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
Service Profit Chain
The Service Profit Chain is a concept developed by a group of colleagues at Harvard Business School based on a five-year study linking employee engagement, customer satisfaction, + financial performance. The study revealed that increasing the number of loyal employees + customers is a proven way to drive sustainable, profitable sales growth.
One of SMG’s co-founders, Harvard Business School professor Len Schlesinger, was part of the group who studied and authored The Service Profit Chain.
Today, SMG uses that foundational principle to inspire experiences that improve people’s lives. Through our software with a service (SwaS) model, we help brands get smarter about their customers, patients, + employees by linking employee engagement and customer satisfaction insights with tangible business outcomes.
A key tenet of The Service Profit Chain maintains that when an organization treats its employees well, they’re more satisfied with their jobs, more loyal to the organization, + provide better customer experiences. When excellent services are delivered by a highly motivated staff, customers feel more connected to the brand in a positive way that drives long-term loyalty.
Happy customers who are supported by a highly engaged staff become more loyal to the brand (e.g., make more purchases more frequently and provide positive word-of-mouth)—enabling the organization to achieve sustainable business growth. This allows the organization to focus resources on improving employee and customer satisfaction.
We recommend prioritizing improvements to the employee experience to have the biggest impact on the customer experience + financial performance.
You should start there. A customer-centric business culture can be built gradually once you are consistently collecting customer feedback. Over time, you will begin to see The Service Profit Chain at work—driving improvements that help you prove ROI.
