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SMG enhances digital customer experience solution

Starts collecting more unsolicited feedback

Service Management Group, a global customer, patient and employee experience management partner to more than 500 brands, has announced enhancements to its digital customer experience solution to help clients collect unsolicited feedback from both purchasers and non-purchasers and provide a fast, frictionless digital experience.

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:

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."


Sources: Service Management Group / The Marketing Factbook.
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    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy.

This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits. It's the report no marketer can afford to be without.

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