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 and employee experience management partner to more than 500 brands, has been selected by Cousins Subs®, a family-owned, fast-casual sub shop with nearly 100 locations throughout the Midwest, to advance its customer experience management program with real-time guest feedback and on-demand reporting.
“At Cousins Subs we believe in continual improvement in everything we do to deliver a better guest experience,” said Cousins Subs Vice President of Marketing Justin McCoy. “We’re confident partnering with SMG will quickly deliver the expertise and resources we need to continue to exceed guests’ expectations.”
To further improve Cousins Subs’ guest management program, the brand is using SMG’s customer experience management platform to capture real-time guest feedback at the point of sale. As it comes through, it is delivered to Cousins Subs through the smg360® reporting platform, where the brand will receive an up-to-date, holistic view of the guest experience. Through the platform, Cousins Subs also has access to mobile reporting, location-level feedback and actionable insights. To close the loop with guests, Cousins Subs is using SMG’s case management solution to automate service recovery workflows, manage cases and respond in-platform.
“Brands continually choose SMG for our differentiated approach to customer experience management,” said SMG Vice President of Customer Engagement Katie Cofer. “By combining an intuitive technology platform and best-in-class professional services, SMG is uniquely positioned to help Cousins Subs uncover customer insights and drive business outcomes.”
About Cousins SubsWisconsin-based Cousins Subs®, a family-owned, fast casual sub shop established in 1972 by Bill Specht and his cousin, is driven by the mission to Believe in Better – both in the quality of food it serves and in the communities it supports. Cousins Subs and its franchisees operate nearly 100 sub sandwich shops in Wisconsin, Illinois and Indiana providing guests with quality deli fresh and grilled to order subs using only the freshest ingredients on its signature bread baked daily. For more information, visit www.cousinssubs.com. You can also find Cousins Subs on Facebook, Twitter, LinkedIn and Instagram.
About Service Management GroupSMG 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, analyze, and share feedback and behavioral data across the enterprise. To learn more about our customer experience management, employee experience and brand research solutions, visit www.smg.com.
###
FEATURED RESOURCES
RELATED BLOGS
Does your customer experience management software give you insights… or homework?
5 Capabilities Every Customer Experience Management Program Needs
Associates Share Their Wide Range of Expertise During Inaugural Unconference Series
Top CX benchmarks for retailers