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
Back to News
Jan 05, 2021
ST ALBANS, England – Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management programme with McColl’s Retail Group. The leading convenience chain is working with SMG to collect, manage and analyse customer feedback across its large estate.
McColl’s Retail Group operates a network of convenience stores and newsagents that provides essential groceries and services to more than 1,400 neighbourhoods across the United Kingdom. With its flexible model, McColl’s is focused on bringing the best products and convenient services to the local communities it serves.
“We’re excited to bring the voice of the customer to the forefront through our new partnership with SMG,” said McColl’s Retail Group Customer Director Tim Fairs. “The customer experience insights will help us navigate the evolving market, identify opportunities to advance the in-store experience and better understand how we can add value for our customers.”
With SMG’s customer experience management programme, McColl’s is capturing customer feedback at the store level. The real-time feedback is delivered to the smg360® platform, providing McColl’s with key customer experience metrics and advanced analytics capabilities. With anytime access to store-level metrics via the reporting dashboard and mobile app, features like role-based reporting, targeted areas of focus, real-time alerts and a host of other functionality help the field identify opportunities to continually elevate the retail experience and drive customer satisfaction.
“Our unique value proposition and ability to surface insights continues to resonate with brands that understand customer experience management is about more than a technology platform,” said SMG Managing Director Jeremy Michael. “With its customer-led approach and neighbourhood focus, we’re excited to help McColl’s advance the customer experience and drive business outcomes.”
About McColl’s Retail Group
McColl’s is a leading neighbourhood retailer, with an estate of over 1,400 managed convenience stores and newsagents. We operate McColl’s branded convenience stores as well as newsagents branded Martin’s across the UK, except in Scotland where we operate under our heritage brand, RS McColl. Our dedicated colleagues serve five million customers every week, and we are the largest operator of Post Offices in the UK. Please visit www.mccollsplc.co.uk for further information.
About Service Management Group
SMG inspires experiences that improve people’s lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services—making it easier to collect, analyse, and share feedback and behavioural data across the enterprise. To learn more about our customer experience management, employee experience, and brand research solutions, visit www.smg.com.