Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
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
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, patient, employee and brand experience management partner to more than 500 brands, has announced a new customer experience management program with specialty golf retailer Club Champion. The nation’s top club fitter and builder chose SMG for its location-level insights, industry-leading professional services and focus on business outcomes.
Established in 2010, Club Champion operates more than 85 locations in major markets across the United States. The specialty retailer offers club fitting and building, repair services, personalization and private events. With a brand-agnostic approach, Club Champion offers more than 50,000 head, shaft and grip combinations to help golfers improve their game.
“As a retailer built around a personalized service, the customer experience is the heart of our business,” said Club Champion Vice President of Marketing Pat Duncan. “Personalization is central to our continued growth, and SMG has the perfect balance of services to help us understand and drive a better customer experience.”
With SMG’s customer experience management program, Club Champion is capturing customer feedback at the location level. In combination with solicited feedback, the retailer is using SMG’s online reputation management solution to measure location-specific ratings and reviews across the top review sites, understand store-level competitive benchmarks and engage with customers via in-platform response. Solicited and unsolicited feedback is aggregated in the smg360® reporting platform, providing Club Champion with a holistic and actionable view of the customer experience through intuitive dashboards, role-based reporting and real-time insights.
About Club Champion
Established in 2010, Club Champion is a national club fitting and building company headquartered in Chicago, IL. There are currently more than 85 Club Champion fitting studios in major markets across the country, with plans to expand even further in 2021. The studios carry all the top golf club, shaft and grip manufacturers in the industry, which are used to build test clubs in real-time. Studios are equipped with advanced analysis technology, along with highly trained certified fitters and builders who must complete an extensive training program. Services include club fitting and building, repair services, personalization, and highly engaging corporate and personal entertainment events. For more information about Club Champion, visit www.clubchampiongolf.com.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change—helping organizations generate new revenue, grow existing revenue, reduce churn and detractors, and drive operational efficiencies. Our unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on customer, patient, and employee feedback. To learn more about our customer, employee, and brand experience management (XM) solutions, visit www.smg.com.
###
RELATED BLOGS
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
Turn open-ended feedback into actionable insights with text analytics
How SMG employees are embracing a remote-first work culture
4 Retail Industry Trends We’ll See in 2022