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
Retail customer experience management
Manual dashboards that aren’t designed to guide action can do more harm than good.
Data-only systems don’t drive meaningful insights to guide your frontlines
DIY software isn’t easy to integrate and implement across locations
Insights without action fail to drive business impact or demonstrate ROI
Data indicates that customers are unhappy with their order….and THAT’S IT!
Decrease customer wait times by assigning more associates to manage curbside orders during your busiest hours, Saturday from 10am – noon
SMG is the only software with a service (SwaS) provider to ensure your data has meaning and your insights drive impact.
Marketing
Competition
Economy
Location
Customer Experience
Weather
Products
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.
You may be a customer’s favorite brand, but is that sentiment reflected by actual behavior? By combining operational measurement, behavioral data, and attitudinal research, SMG serves as your traffic partner to help uncover consumers’ true behaviors and the motivations behind them.
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
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.
