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
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
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
KANSAS CITY, Mo. – 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 program with United Dairy Farmers (UDF).
A family-founded dairy committed to making quality ice cream, UDF operates more than 175 ice cream parlors, convenience stores and gas stations across Ohio, Kentucky and Indiana. Founded in 1940, the family formula has remained the same for eight decades: provide the best quality and the best products at the best prices.
UDF selected SMG for its leading industry benchmarks, dynamic approach to surfacing insights and ability to establish linkage between program performance and financial results. By combining platform technology and differentiated services, SMG’s customer experience management program is allowing UDF to collect, analyze and share guest feedback across the organization.
“As we looked to elevate our guest experience program and uncover richer insights, SMG’s value proposition resonated with our organization,” said United Dairy Farmers Director of Guest Experience Valerie Berner. “From the comprehensive technology to the hands-on services offering, our partnership with SMG will help us increase guest loyalty and drive business results.”
With real-time guest feedback captured at the point of sale and delivered to the smg360® reporting platform, UDF has a holistic view of the guest experience. The smg360 mobile app—in combination with role-based reporting—provides field managers with real-time guest feedback, areas for focus and location-level insights. To close the loop with guests, UDF is using SMG’s case management solution to manage guest inquiries, automate service recovery and resolve cases quickly.
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, 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.
Customer Experience Strategy Best Practices to Keep up with 2023 CX Trends
Expert spotlight: Ashley Edgar | Director, Product Development
The 5 metrics that prove your customer experience strategy is worth the investment
Our Cross-Channel Retail Research Revealed These Top 3 Consumer Trends