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
Channels
Employee
Drive engagement + impact critical business outcomes at every stage of the employee life cycle.
60% of employee turnover happens in the first 30 days, which makes it critical that companies have:
SMG’s onboard survey measures every facet of the hiring and onboarding process to make sure your new hires are ready from day one. Plus, you can be notified in real-time to determine when and where you may be falling short.
Engaged employees are more likely to be innovative, productive brand ambassadors—qualities critical to driving highly satisfied, loyal customers. At SMG, we deploy a proven set of core questions to assess your current engagement and leverage our industry-leading AI-native text analytics to understand the why behind the numbers. Ultimately, we help you set specific goals and create trackable + accountable action plans to achieve them.
To track progress on your core engagement efforts and continue the conversation on key themes throughout the year, SMG offers engagement check-ins. These short surveys allow brands to follow up on their action plans to make sure concerns are being addressed consistently and effectively.
These short, 2–3 minute questionnaires conducted at strategic intervals give clients an easy way to touch base with front-line employees. When used effectively, they can provide a quick read on important organizational issues and help you measure and improve performance during critical periods.
Hiring and training new employees is expensive, but our exit surveys deliver insights on how to reduce turnover straight from the source. If you’re not measuring and tracking the factors influencing a departing employee’s decisions, you may be overlooking resolvable issues, including:
Employees who feel their voices are heard are more likely to feel empowered to perform their best work. With rapid changes to the employee landscape, it’s important to react quickly to feedback and not have to wait until the next annual survey. With always-on Voice of Employee (VoE), your teams are able to:
Your EX program can’t be one-size-fits-all. Employ a cross-channel approach that provides a variety of invitations and feedback options—so you can hear from more of your employees.
Employee experience management, frequently abbreviated as EX, is the process of measuring employee sentiment throughout the employee lifecycle at regular intervals, at key touchpoints, and through always-on feedback options.
Data collected from EX management is used to inform business decisions that contribute to the overall health and success of the company.
The Service Profit Chain, a Harvard Business School study, showed that by driving engagement and reducing turnover at every stage of the employee life cycle, brands are rewarded not just with more engaged employees, but with more loyal customers.
Much like managing customer experiences, EX lets you measure employee satisfaction and underlying influences before you lose employees. Additionally, engaging with employees and acting on their feedback inherently promotes greater loyalty.
EX programs utilize a wide range of employee surveys, including but not limited to engagement, onboarding, exit, always-on, and pulse surveys. EX providers also frequently create customized surveys like lifecycle surveys triggered by milestones, program evaluation, candidate experience, and 360 feedback.
When excellent services are delivered by a highly motivated, satisfied staff, customers feel more connected to the brand in a positive way that drives long-term loyalty—enabling the organization to achieve sustainable business growth and allowing the organization to focus resources on continuing to improve employee and customer satisfaction.
