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Creating inspired experiences
KANSAS CITY, Mo. – Service Management Group (SMG), a global customer, employee and brand experience management partner to more than 500 brands, has published new research that highlights how digital ordering and automation impact the customer experience.
Using its brand experience platform that combines operational measures with behavioral data, SMG fielded this study to understand what technology consumers prefer to use in restaurants, the most common issues experienced and how the digital experience impacts visit behavior. With feedback from more than 12,000 consumers, here are three key insights to help restaurant brands deliver a more seamless and highly satisfying omnichannel restaurant experience.
“While technology can help restaurant brands streamline operations and create more frictionless experiences, brands need to keep the consumer—not the tech—at the center of their strategy to develop an optimal omnichannel experience,” said SMG Research Director Kurt Cederman. “Winning brands are enhancing operations with intuitive and simple technology that makes the restaurant experience faster and more frictionless for consumers.”
To learn more about how SMG helps restaurant brands change how they act on customer and employee insights to drive stronger business outcomes, visit the restaurant experience management page.
About Service Management GroupSMG is a leading experience management (XM) provider, accelerating value by changing how brands act on customer and employee insights. With a rich 30-year history rooted in The Service Profit Chain, SMG is the industry’s only software with a service (SwaS) provider—uniquely pairing an enterprise platform with professional services to help brands generate new revenue, grow existing revenue, reduce churn + detractors, and drive operational efficiencies. To learn more about our customer, employee, and brand experience management solutions, visit www.smg.com.
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