Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
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
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
Drive customer lifetime value
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
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
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
Retail customer experience management
TOP 50 RESTAURANTS
TOP 10 CONCEPTS
TOP 20 RETAILERS
Do you know the value + business impact of improved customer experiences across touchpoints?
How will it impact your business to deploy an EX program that reduces employee churn?
SMG’s brand experience solution helps organizations understand what customers really think and do through traditional brand trackers, branded competitive benchmarks, and real-time behavioral insights + visit metrics from millions of consumers. Our dedicated team of brand research experts helps you answer critical business questions and gain deeper perspective on your customer, your brand, and the market.
We have the most robust retail benchmarks in the industry—enabling clients to compare performance against industry averages and same-segment competitors based on billions of quantitative + qualitative inputs from customer feedback.
Working alongside our team, SMG has become a valued partner, helping us continually innovate, drive growth and be best-in-class.
Executive Vice President, Chief Stores Officer | Tractor Supply
SMG helped us stay ahead of issues, inspire customer loyalty, and improve business outcomes with ratings + reviews.
SEO Lead | Signet Jewelers
SMG has helped us change to have a customer-centric culture.
Retail Managing Director | European Retailer
SMG’s insights and the relationship they have with us really sets them apart. We are a multi-billion-dollar-a-year company that doesn’t have a customer experience team—we have SMG, and they deliver.
Store Communications Manager | US Retailer
What I appreciate about our SMG team is truly the dedication and commitment to supporting us. Honestly the team makes me feel like I’m the only customer.
Chief People Services Officer | Savers
Don’t settle for being data rich but insights poor. SMG’s client insights teams + advanced-degree researchers partner proactively each step of the way to help you turn mountains of feedback + behavioral data into actionable insights for your retail business.
Omdia Market Radar: AI-enabled Experience Management Platforms
The retail customer experience is the range of every interaction a potential or active customer has with your brand in their journey—from the first web search through purchase, delivery, and post-purchase interactions.
Brands have any number of options to improve the customer experience, but to enact change that really moves the needle for customers, collecting and analyzing existing customer experience data at every step of the customer journey is an essential part of the process.
Brands have applied CX management to improve customer experiences by optimizing call center operations, modifying web pages to proactively meet customer needs, creating more seamless customer journeys across touchpoints, increasing loyalty by engaging with online reviews, and more.
To engage customers, collect feedback, and understand experiences in real time, brands should use a variety of invitation methods including email invitations, POS invitations, QR codes, receipt-based invitations, in-app invitations, outbound calling, chat invitations, web contact forms, and digital feedback buttons or links. In addition, brands can potentially monitor social media reviews, review digital behavior with session replay, or analyze business data from a POS or CRM system.