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
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.
###
FEATURED RESOURCES
RELATED BLOGS
Does your customer experience management software give you insights… or homework?
The impact of pausing your customer experience program
Data integration is the easiest way to gain a holistic view of the customer experience
DIY vs. partnering with a CX strategy provider: Which is better for improving customer experience?
