Enterprise Customer Experience Programs for Retail

Today’s shoppers are interacting with you on their own terms, charting their own journey across a growing number of touchpoints—in-store, online, BOPIS, ratings + reviews, contact center interactions, and more. Our end-to-end measurement solutions and decades of industry experience help you manage the entire customer journey.

SMG is the preferred customer experience partner for:



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CX + EX management

By combining customer + employee feedback in an integrated reporting platform, you can access deeper insights to make more informed business decisions.

4 retail industry trends we'll see in 2022

Brand experience

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.

Overall satisfaction metrics
OSAT performance chart

Retail benchmarks

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

Professional services

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.

List of professional services

Omdia’s only Vertical Specialist Leader

Omdia Market Radar: AI-enabled Experience Management Platforms

Frequently Asked Questions

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.

Meet the Expert: ShiSh Shridhar
White Paper
5 elements of a strong CX team and why outsourcing your program might make sense
Executive Brief
How the global economy is impacting consumer spend in retail home improvement

Get in touch with our retail industry experts.