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
Taking Action
Online reputation management
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
Our system pulls location-level review data into one platform for centralized analysis, cross-channel competitive benchmarking, and more efficient customer engagement strategies. The result is an easy-to-use solution built to meet the complexity and scale of some of the world’s most popular review sites—including Google, Facebook, Yelp, Bazaarvoice, and TripAdvisor.
41% of consumers say a company that replies to reviews cares about its customers. However, the logistics of building + maintaining a well-crafted, timely response mechanism can be difficult and costly to manage. That’s why SMG provides access to a library of unique response templates—so users can quickly publish a range of genuine responses with a single click, significantly reducing labor costs.
Though it’s important to understand how your brand is faring overall, real actionable insight comes from location-level data. By shedding light on regional differences and using that information to develop market-specific strategies, you’ll be able to highlight location-specific actions for front-line teams that will help improve your overall brand reputation.
Even with advanced reporting, analytics, + customer engagement tools, effectively managing your brand reputation requires a team effort. Our unique software with a service model means your team instantly expands to include CX professionals with an average 10 years of industry experience, advanced-degree researchers, and technology experts.
