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
Listen, interpret, act on, and maximize consumer feedback and related data across touchpoints including locations, digital channels, ratings + reviews, contact centers, and third-party sources.
Gather solicited + unsolicited customer feedback across the entire purchase journey to identify points of friction and ensure a seamless path to conversion + long-term loyalty.
Measure every interaction across each touchpoint to inform operational strategies, sync up cross-channel improvement initiatives, + deliver more consistent brand experiences.
Take advantage of role-based data views, powerful analysis, and real-time data to deliver the clearest links to financial performance at every level of your organization.
Equip front-line teams with prescriptive tools and actionable insights that lead to operational improvements + loyalty-building experiences.
Quantify the value + business impact of delivering improved in-store customer experiences with our interactive ROI calculator.
Advanced-degree researchers + industry experts work closely with you to isolate and impact the levers that matter most at every level of your organization.
Build a CX strategy designed to evolve alongside your customers with a hands-on team dedicated to ensuring you benefit from the latest XM innovations.
Drive engagement and reduce turnover at every stage of the employee life cycle through programmatic surveys and always-on feedback channels.
The employee life cycle runs from the first interview to the last day, and every step in between.
Combine point-in-time surveys with always-on feedback to drive engagement + critical business outcomes.
By pairing pulse surveys with our core employee engagement survey, you can address concerns consistently and effectively.
With a proprietary algorithm that identifies your biggest opportunity areas, set specific goals and create trackable action plans to achieve them.
Surface problems, suggestions, or compliments in real time, 24/7—directly from your front line for immediate action.
Use our interactive calculator to determine the potential business impact of implementing an EX program that reduces employee turnover.
Identify the key drivers impacting employee engagement and the factors most affecting employees’ ability to deliver exceptional customer experiences.
Create a culture of passionate employees driven to provide better service, so you can inspire loyal customers who visit more often, spend more when they visit, and recommend your brand to others.
Understand what customers really think and do by pairing behavioral data with near real-time feedback, non-purchaser data, branded competitive benchmarks, and traditional brand research methodologies.
Understand consumer perception at each stage in the purchase decision funnel to fine-tune conversion strategies + fend off the competition.
Uncover what’s really important to consumers, where your brand falls behind the competition, and where you should focus efforts to lead your industry.
Leverage patented visit-detection technology to understand and influence what drives customers to visit you (or your competitors).
Get a holistic overview of how you’re delivering on your brand promise with integrated analyses + insights delivered by a team of industry experts.
Convert lapsed customers into brand loyalists by optimizing the key rational and emotional drivers that matter most.
Combining employee experience and customer experience programs creates a more holistic experience management solution that strengthens every link in The Service Profit Chain by allowing you to see transactions from both the employee’s and the consumer’s point of view.
Providing an exceptional experience at every touchpoint in the customer journey can mean the difference in earning lifetime loyalty or losing that customer forever.
With so many points of entry, it’s never been more critical—and more difficult—to optimize the customer experience.
One of the best predictors of brand success starts with the satisfaction of your staff. To build a truly customer-centric culture, you need to prioritize the employee experience.
Delivering improved experiences begins with engaged employees and results in loyal customers—a group that’s more likely to visit your brand more often, spend more money with you, and refer you to others.
Quantify the value of delivering improved in-store experiences.
Quantify the business impact of reducing employee turnover.
deliver better customer experiences
better employee experiences and financial outcomes
The Forrester Wave™: Customer Feedback Management Platforms, Q1 2020
