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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 aspects of the cross-channel retail experience that matter most to consumers.
Using its brand experience platform to combine operational measurement with behavioral data, SMG fielded this study to understand preferred retail channels, what drives consumer shopping preferences and what shifts may be on the horizon. With feedback from more than 6,000 consumers, here are three key insights to help retail brands deliver a better omnichannel experience.
“While the proverbial return to normal has been anything but predictable, the pillars of delivering a consistent retail experience have reemerged: cross-channel consistency, value and frictionless experiences,” said SMG Research Director Kurt Cederman. “With heightened concerns about inflation, retail brands will have to balance perceptions about value and convenience as we move into the holiday shopping season.”
To learn more about how SMG helps retail brands change how they act on customer + employee insights to drive stronger business outcomes, visit our retail industry page at smg.com.
About Service Management GroupSMG is a leading experience management (XM) provider, accelerating value by changing how brands act on customer + 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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