Platform
Enterprise experience management platform with a dual focus on industry-leading software + hands-on service.
Seamless, secure data + integrations
Enhance your technology ecosystem
Air-tight infrastructure
Solutions from industry leaders
Data you can trust
Holistic customer + employee journeys
Localized opportunities for improvement
Deliver on customer intent
Better reputation, better relationships
Facilitate first-rate customer connections
Understand your customers + competition
Employee engagement opportunities
Customizable, powerful, actionable
Customized access to data
Machine learning algorithms
Agile answers to complex problems
See how you rank
On-the-go insights
Data-driven prescriptive actions
Cross-channel customer insights
Motivate + track workforce progress
Consolidated feedback, fast responses
Swift, seamless response integration
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
Drive customer lifetime value
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
Ratings + reviews
of people read reviews of local businesses
of local smartphone searches lead to an in-store visit within 24 hours
of consumers are more likely to visit a business if it responds to negative reviews
After the first 12 months of tracking and responding to consumer reviews, brands who implement a comprehensive online reputation management system typically see increased search engine placement and greater mobile engagement. A corresponding increase in exposure, traffic, and sales can directly link the customer experience with business results.
Actionable insights result from having unsolicited social ratings + reviews with solicited location-level feedback all in a single platform. Our online reputation management solution pulls all the relevant information you need from the most important sources and puts it alongside your other CX data—providing a single source of cross-channel insights.
Our online reputation management platform provides real-time, role-based alerts, notifying you immediately of reviews with specific star ratings or comments containing keywords. Plus, you can respond to customer comments either individually or in bulk by using personalized, scripted response templates equipped with dynamic tagging.
SMG helped us stay ahead of issues, inspire customer loyalty, and improve business outcomes with ratings + reviews.
SEO Lead | Signet Jewelers
SMG’s customer experience management programs are designed to keep pace with your omnichannel strategy as it grows and evolves across touchpoints, providing the flexibility to meet your customers’ needs where they’re most likely to connect with your brand.
Find out how we help clients turn mountains of data into actionable insights to drive meaningful business outcomes.
Brands choose SMG because we understand their industry + challenges, and provide the “always on” partnership needed to help them realize ROI with their XM programs.
Ratings and reviews are typically distributed between a number of sites, including Google Maps, Yelp!, Facebook, and more. An effective CX program aggregates data from major sites to be displayed alongside other CX data, providing a single point of access to related data.
Integrating ratings and reviews gives you a robust new stream of CX data and provides an important channel for case management to close the loop on customer issues.
Our data shows: 1) Online reviews are part of your customer’s research, and 2) A customer who had an issue that was resolved to satisfaction is more likely to return than a customer who had a satisfactory experience in the first place. Working to manage this channel gives the benefit of being an active participant in this influential realm.
An effective CX program will feature rule-based system alerts along with bulk response capabilities. These features allow users to be automatically notified of customer issues as they are posted and to respond quickly.
