Consumer Services Experience Management

Drive loyalty with every customer interaction

Empower your frontline teams to deliver unparalleled experiences

From fitness centers and beauty salons to pet care services and bank branches, customers have more choices than ever. Exceptional service is key to building loyalty, trust, and repeat business.

SMG’s Unified Experience Management® (UXM) approach combines AI-powered customer insights, always-on community input, and hands-on consulting expertise to help brands move beyond reactive service and build proactive, customer- and employee-first strategies that drive engagement and revenue.

Why customer experience is the #1 business driver

Consumer trends and business impact:

Customers want brands to understand their needs

A unified approach to experience management creates customer loyalty.

Customers actively seek out businesses with better service

Superior customer experience builds trust and customer preference. 

Referrals from friends and family drive more business than ads

Word-of-mouth marketing fuels organic growth.

Customers share negative experiences more than positive ones

Brand reputation hinges on consistent, high-quality service.

Elevating experiences for leading consumer services brands

Empowering consumer services brands to deliver better experiences

Challenges and SMG solutions:

 

Understanding customer needs

Always-on communities reveal what matters most to customers.

Exceeding expectations

Real-time AI-powered tools help businesses improve how they deliver service.

Building brand loyalty

Unified Experience Management insights power engagement strategies that drive repeat visits.

Empowering employees

Clear insights give staff the information they need to provide better service.

Transform feedback into business growth

Your customers are talking. SMG helps you listen and act.

SMG’s Unified Experience Management solutions, powered by Ignite®, ensures you capture, analyze, and act on feedback from every customer interaction in real time.

- Helps you spot trends, find ways to improve, and see how it impacts your bottom line.
Ignite

Helps you spot trends, find ways to improve, and see how it impacts your bottom line.

- Provides a real-time view of customer sentiment across locations.
smg360

Provides a real-time view of customer sentiment across locations.

- Allows you to work directly with customers to create better services together.
Bulbshare

Allows you to work directly with customers to create better services together.

- Industry consultants provide data-backed recommendations.
Expert Consulting Team

Industry consultants provide data-backed recommendations.

Hands-on consulting for UXM excellence

Unlike traditional platforms that only deliver data, SMG partners with you to ensure insights lead to real, measurable improvements.

What SMG provides and how it benefits your business:

Clear, actionable insights

Understand what to change and how to change it.

Competitive benchmarking

See how you compare to industry peers and leaders.

Step-by-step action plans

Transform insights into operational improvements.

Discover how our unique, proactive partnership model drives results.

Drive service excellence and customer loyalty with SMG

SMG helps consumer service brands:

  • Turn real-time customer feedback into business growth
  • Improve frontline employee performance with data-backed consulting
  • Refine service offerings to create exceptional customer experiences
  • Measure the financial impact of UXM investments

Turn feedback into real growth you can see and measure

Case Study

Improving fitness center member satisfaction

A national fitness chain leveraged SMG’s insights to analyze member feedback and implement operational changes, achieving:

  • 12% increase in member satisfaction scores
  • 15% rise in membership renewals over six months
  • 20% decrease in complaints related to facility cleanliness

Ready to set a new standard for Unified Experience Management?

Find out how our solutions improve and enhance experiences for your customers and frontline teams.