SMG recognized as Leader in multiple G2 categories
Published on Sep 26, 2024
KANSAS CITY, Mo. – All Remote – Service Management Group (SMG), a customer, employee, and brand experience management partner to more than 500 brands, has been named a Leader in G2 Fall 2024 Grid® Reports for the following categories: Experience Management Software, Enterprise Experience Management Software, and Feedback Analytics.
Products displayed on the G2 Grids® are ranked based on customer satisfaction and market presence and placed into four categories on the Grid®: Leaders, High Performers, Contenders and Niche.
“SMG is dedicated to transforming customer interactions into tangible successes,” said Christy Behnke, SMG VP of Marketing. “Being recognized by G2 as a leader in experience management not only reflects our strong client relationships, but also our commitment to excellence. We're proud to lead with solutions that deliver real impact and ROI.”
SMG powers transformative customer experiences by driving actionable insights that turn customer feedback into financial gains. Driven by market demand, SMG strives to improve every customer interaction. It provides frontline teams with targeted actions to deliver improvements—amplified by the industry's only software with a service (SwaS) strategic consultancy to accelerate customer experience (CX) impact and ROI.
G2 releases Grid® and Index Reports that rank products based on reviews gathered from its community, as well as data aggregated from online sources and social networks.
To qualify for the Experience Management category, the product must provide all the features of an enterprise feedback management solution; connect with other repositories of data; analyze and segment experience data across all points in the customer journey; deliver relevant, real-time insights from feedback to relevant stakeholders; provide multidirectional communication channels to allow stakeholders to respond to feedback or share it with leadership; and facilitate closed-loop action items based on respondent sentiment.
To qualify for the Enterprise Experience Management category, a product must meet the criteria for the Experience Management category as well as have at least 10 reviews left by a reviewer from an enterprise business.
To qualify for the Feedback Analytics category, the product must centralize customer feedback collected from multiple sources and channels; use natural language processing (NLP) to extract insights from text feedback, including key phrases, sentiment, and trends; provide dashboard and visualizations for text data; and integrate with review sites, survey tools, or help desks through which users can source customer feedback.
About Service Management Group
SMG 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/.