CHANNELS

Location

SMG’s customer experience solution helps you capture and report data from verified customers to surface location-level opportunities for improvement.

37%

of consumers prefer going in-store vs. curbside

75%

of consumers expect consistent experiences across channels

33%

of consumers will leave a brand forever after 1 bad experience

Find answers to your critical customer experience questions

  • What drives customer loyalty?
  • How are we executing against key initiatives?
  • How can we increase engagement with shoppers during high-traffic times?
  • How can the front line most effectively help in lessening at-risk revenue?
  • What’s keeping customers from purchasing + how can we fix it?

“Their insights and the relationship they have with us really sets them apart. We are a multi-billion-dollar-a-year company that doesn’t have a customer experience team—we have SMG, and they deliver. That says a lot.”

Store communications manager, US retailer
*Forrester | The Total Economic Impact™ Of The smg360® Customer Experience (CX) Solution Q2, 2021

Equip your teams with location-level guidance

Each location’s dashboard shows the two biggest opportunities to impact customer satisfaction. Calculated based on a proprietary algorithm, these Areas for Focus update dynamically and are designed to keep employees focused on the actions most important to their customers.

location dashboard
image of deeper insights and benchmarks

Better insights + deeper benchmarks

We have the most robust CX benchmarks in the industry—providing competitive insights on core survey results, qualitative customer comments, behavioral data, and online ratings + reviews.

Measure + improve experiences at each stage in the cross-channel customer journey

Detailed customer journey analytics help you connect with customers where they are + drive loyalty across every touchpoint.

CONSIDER

  • Searches for options

COMPARE

  • Visits website
  • Compares with other options

DECIDE

  • Downloads + engages with branded app
  • Decides to place order or visit in person

Collect active + passive feedback to shape your digital strategy

cross-channel customer journey screenshots

ORDER

  • Places order online, in-app, on-premise, over the phone, or via third party

VISIT

  • Interacts with brand via dine-in, carryout, delivery, BOPIS, or curbside

Measure all the ways customers are interfacing with your location

image of feedback chatbot on site

INTERACT

  • Receives friendly, speedy service while order is accurately fulfilled

REPORT

  • Reports any brand- or location-level issues with order or visit

Use your contact center to resolve issues

Callback case for mobile

REWARD

  • Has issue resolved quickly and receives discount toward next purchase or visit

REFER

  • Leaves positive review on social media and recommends to family + friends

RETURN

  • Highly likely to return in the future

Boost business outcomes with online reputation management

boost online reputation

Actionable, real-time data

Spot, track, and resolve emerging issues with text analytics + rule-based alerts, answer specific research questions with customized views + powerful report-building, and integrate internal + external datasets to maintain a single source of cross-channel insights.

examples of real-time data
image of employees collaborating

Collaborative partnership + persistent insights

Benefit from an assigned client insights team dedicated to ensuring your program runs smoothly, tiered levels of insights presentations that pinpoint opportunities + prescribe actions, and always-on access to a team of executives, advanced-degree researchers, and survey programmers.

Insights + client success

Get closer to what your customers are thinking by capturing feedback on location-level experiences and using that data to find actionable insights that drive loyalty and sales.

Insights
  • Articulate + impact the relationship between satisfaction, loyalty, and sales
  • Monitor KPI trends over time to ensure the needle is moving in the right direction
  • Identify + improve key drivers of the customer experience across your enterprise for a more consistent brand experience
Client success
  • Ensure the program runs smoothly with an assigned client insights team
  • Receive regular insight presentations that pinpoint opportunities + prescribe actions
  • Gain ongoing access to executives, advanced-degree researchers, + survey programmers
overall and in-store satisfaction
Blog
Top highlights and 4 key takeaways from Forrester’s CX North America
Solution Brief
Program communication
Blog
What is Holding You Back from a Frictionless Customer Experience

Talk to a customer experience expert.