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
All Industries
You may have an idea of where you are in delivering on customer expectations, and you may have an idea of where you’d like to end up, but do you know how to get there? Or how to keep from getting distracted by issues that pop up along the way?
Your customer experience management strategy is the roadmap you need to get your customer experience (CX) on the right track. It will help inform and evolve your current CX efforts into the ultimate goal of improved success, customer satisfaction, and business outcomes.
Having this framework in place puts you in control and gives your team focus. But there are many things you need to consider when building and implementing a customer experience management strategy. Here are some questions you’ll want to keep in mind:
Gartner® defines customer experience management as: “The discipline of understanding customers and deploying strategic plans that enable cross-functional efforts and customer-centric culture to improve satisfaction, loyalty and advocacy.”
When this discipline is put into action, brands have access to actionable customer data that drives business performance at the location and brand level. But when it comes to selecting a customer experience partner, remember a technology platform only gets you part of the way there. The addition of partnership, service, and operator support gets you all the way there.
This collaborative approach will help you overcome common program pitfalls, including:
Ultimately, your goal is to build an experience management program that delivers maximum business impact. To achieve this program maturity, your XM partner should work with you to create a phased approach with tactical prioritization dedicated to the continual advancement of your program.
Create a CX strategy built to achieve long-lasting impact
The fact is, a customer experience strategy is only as good as its objectives, and the process of establishing objectives is all about setting targets and applying insights to get you incrementally closer to success. However, your objective has to be more focused than “do better,” and it needs to affect the entire organization.
There are all kinds of ways a program can have impact, but it ultimately has to deliver ROI to secure organizational buy-in. You need to be able to show key stakeholders your CX strategy is more than just improving scores—it’s driving outcomes and real change in your business.
To do this, be sure to align your efforts with these 4 business goals:
Success (and survival) rely on being future-focused. History tells us it’s simply not enough to maintain. Brands must steadily seek ways to attract more customers, open more channels, and offer better products. It’s about uncovering new ways of doing business that open new streams of revenue. Customer feedback makes it possible—providing necessary perspective on what works, what doesn’t, and what you must do to move your brand forward.
Challenge the status quo of customer loyalty. Create fierce advocates for your brand and find ways to broaden and deepen every interaction. Consumers and employees want to stick with what works, putting their time, energy, and dollars toward brands they love. By listening to their hearts, you can move your organization toward a lifetime of reliable brand loyalty (not to mention a rising bottom line).
There’s a certain amount of loss every business must stomach. It’s what you do with that loss that determines whether you’ll move forward. In this case, ignorance isn’t an excuse; instead it denies you a successful future. But with the right tools in place, brands have the chance to save at-risk revenue, recover lost customers, and curb employee churn. Open every door (and window) for feedback and be willing to make changes based on that feedback.
It’s up to you to make your business run better, faster, and more efficiently. When your data directs you to the right levers to pull and the right changes to make, you can redefine what it means to serve your customers. Not only does that mean more positive interactions with consumers, it means more satisfied employees who can recognize shifts toward making their jobs easier. And all of it can lead to reduced costs to operate. You’ll be leaner, stronger, and better equipped for the future.
As a leader, it’s your responsibility to create value for your customers and steer your team toward new ways of serving your buyers. During challenging times, you may need to ask yourself—to grow the business, exceed customer’s expectations and scale up—is this the right time to outsource your CX program to an experienced partner?
The demand for CX outsourcing has grown in recent years thanks to the increasing investment in customer experience tools. It’s easier than ever for companies to deliver the tools and provide access to on-demand experts—providing brands with the freedom to scale their workforce and CX program up and down as necessary.
Outsourced partnerships can also help you challenge the status quo and provide flexibility and on-demand expertise. CX partners are focused on assisting clients in evolving and adapting to rapidly changing geopolitical conditions as they seek value-added services and high-impact business outcomes.
If you’re considering outsourcing your CX program, exploring new methodologies, or need help justifying the value of a CX program, check out this article: 5 elements of a strong CX team and why outsourcing your program might make sense.
FEATURED RESOURCES
RELATED BLOGS
Does your customer experience management software give you insights… or homework?
The Importance of Customer Experience in 2022
Expert spotlight: Ashley Edgar | Director, Product Development
Convenience store traffic: 3 of the latest consumer trends you need to know