Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

SMG enhances digital customer experience solution

Starts collecting more unsolicited feedback

With 87% of consumers starting their product searches online, the digital channel is often a brand's first touchpoint with a new customer. Combine the proliferation of digital with rising consumer expectations, and brands simply can't afford to leave gaps in their customer experience management strategies.

To ensure the digital experience lives up to the in-store experience, SMG has introduced enhancements to several features in its expanded digital experience offering:

• Site intercept survey
  Designed to capture both purchaser and non-purchaser feedback data, the highly customizable survey allows brands to uncover insights that help drive conversion
• Feedback tab: The always-on feedback invitation is an unsolicited way for customers to provide real-time feedback about website functionality and usability
• Integration with session replay
  To provide deeper user experience insights and boost conversions, recorded website sessions surface pain points and link sessions to feedback scores for added context
• Meta data options: Data points collected from website visitors and linked to web analytics provide advanced insights about the customer journey

With digital behavior data and feedback signals available in the smg3 platform alongside solicited and unsolicited XM feedback from other channels, brands are able to get a holistic view of the customer journey. Multi-source reporting presents all feedback channels in a single dashboard, making it easy for users to identify which channels are performing well, determine where there is room for improvement and better understand the gap in behaviors between non-purchasers and highly satisfied customers.

"With more ways to interact with brands than ever before, consumers want-and expect-a frictionless experience," said SMG Chief Operating Officer, Ken White. "Through offerings like our digital experience solution, we're helping brands listen better, uncover buyer friction, surface insights and deliver a more consistent cross-channel experience."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)