Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

SMG_Overview

274 views

Published on

  • Be the first to comment

  • Be the first to like this

SMG_Overview

  1. 1. Our holistic approach drives loyalty and sales
  2. 2. Tokyo Kansas City Boston London
  3. 3. SMG was founded on the principles of The Service Profit Chain, which demonstrates highly engaged employees create highly satisfied customers. Highly satisfied customers are more loyal, which means they’re more frequent, they spend more per visit, and they recommend you more often. Our model Employee loyalty Customer loyalty Financial performance > >
  4. 4. We believe the more you know about your customers and employees, the more 5-star human experiences you’ll create in the future. The more we know about your business, the better and more actionable our insights. 5-star human experiences matter
  5. 5. We help brands create more 5-star human experiences with a holistic approach. Customer Experience Measurement Social Monitoring + Publishing Employee Engagement OmniView Feedback Brand Research 5 signature solutions
  6. 6. Benefits • Clear links to financials • High-integrity data • Global coverage • All things mobile Offering • Survey collection + data integrity • Role-based reporting • Service alerts • Text analytics • Loyalty insights How we’re different • Research on research • Deepest category expertise + broadest benchmarks • Ridiculously smart researchers Customer Experience Measurement Following our proven model, SMG insights get you all the way to action. % Not likely to retake surey 44% Non-SMG client 25% Non-SMG client % Highly likely to retake survey % Not likely to retake survey Incentive is # 1 reason to retake survey % Not likely to retake, due to survey length 57% SMG client 11% SMG client 62% Non-SMG client 72% SMG client 30% Non-SMG client 14% SMG client % Highly likely to retake surey 44% Non-SMG client 25% Non-SMG client % Highly likely to retake survey % Not likely to retake survey Incentive is # 1 reason to retake survey % Not likely to retake, due to survey length 57% SMG client 11% SMG client 62% Non-SMG client 72% SMG client 30% Non-SMG client 14% SMG client Customers prefer SMG surveys
  7. 7. Least engaged stores (Bottom 25%) Employee Engagement Benefits • Integration with customer feedback • ROI demonstration to the organization • Notable impact for the front line Offering • Goal-setting • Survey design • Multi-tier reporting • Foundational + custom analytics • Action-planning + follow-up • Communication consulting How we’re different • Comprehensive program from goal-setting to follow-through • Clear insights that drive financial performance • Systems that create self-sufficiency SMG combines customer and employee feedback to drive long-term financial success. Lower turnover Higher likelihood to recommend Better comp sales Most engaged stores (Top 25%) Least Engaged Stores (Bottom 25%) Most Engaged Stores (Top 25%) 67% 71% 87% 68% 1% 4% Least Engaged Stores (Bottom 25%) Most Engaged Stores (Top 25%) 67% 71% 87% 68% 1% 4% Least Engaged Stores (Bottom 25%) Most Engaged Stores (Top 25%) 67% 71% 87% 68% 1% 4%
  8. 8. OmniView Feedback Benefits • View of customer-brand relationships across touchpoints • Cross-channel survey logic —  the right customer at the right time • Dynamic capture and trigger logic through APIs Offering • Multi-channel measurement + reporting • Third party data integration + alerting • Branded app integration How we’re different • Smart, flexible, and mobile-friendly survey design • Relevant, user-friendly technology • Customer journey reporting + analysis to drive insights and impact The customer-brand relationship is broader and deeper today than it was yesterday. We help you measure through the best method for each touchpoint. Overall satisfaction w/ pickup Pickup time satisfaction Ease of finding pickup location Experienced a problem +4 +7 +4 -4 80% 77% 68% 83% In-store E-commerce Contact center App Likelihood to Recommend
  9. 9. Social Monitoring + Publishing Benefits • Improved advocacy and local SEO • Organic advocacy with end-of- survey brand recommendations • Engagement in near real time to curb issues and strengthen relationships Offering • Published ratings + reviews • Social advocacy • Social monitoring + analytics How we’re different • Improved page rankings with structured data • Higher volume of more authentic reviews • Seamless integration with CEM program We combine your customer survey feedback with our social solutions to create an unparalleled volume of accurate, authentic reviews — improving advocacy and SEO. Read online reviews 71% Overall satisfaction w/ pickup Pickup time satisfaction Ease of finding pickup location Experienced a problem +4 +7 +4 -4 39% 49% Yes, occasionally Yes, regularly 88% of consumers read online reviews Read online reviews 71% Overall satisfaction w/ pickup Pickup time satisfaction Ease of finding pickup location Experienced a problem +4 +7 +4 -4 39% 49% Yes, occasionally Yes, regularly Yes, occasionally Yes, regularly
  10. 10. Brand Research Benefits • Faster insights + better business decisions • Combination of behavioral data + near real-time feedback • Rational and emotional drivers of consumer perceptions Offering • Real-time market intelligence tool • Behavioral: location-based mobile research • Attitudinal: brand trackers + concept tests How we’re different • Branded benchmarks on more than 4,000 brands • Unique access to non-purchaser and lapsed customer data • Combination of operational, attitudinal, + behavioral insights under one roof We combine methodologies to give you a more holistic view of the consumer, your brand, and the competition. BrandGeektm gives you powerful, actionable insights Get answers to important questions —cutting your data in real time to see: Branded benchmarks Trip motivation Actual visit frequency Segmentation
  11. 11. We’re constantly innovating to help our clients win consumer loyalty and increase profitable sales MEASUREMENT TECHNOLOGY INSIGHTS • Research on research • Thought leadership • Continuous innovation • Everything mobile • Change agents • Business impact
  12. 12. © 2016 Service Management Group  |  All rights reserved  |  Do not share or duplicate confidential content, in whole or part, without written consent T: 816.448.4500  | www.smg.com |  Connect with us About SMG SMG (Service Management Group) partners with more than 325 brands to create 5-star human experiences that drive loyalty and profitable sales. SMG’s holistic approach differentiates through state-of-the-art measurement, technology, and insights that help clients listen, understand, and act. Strategic solutions include Customer Experience Measurement, Employee Engagement, OmniView Feedback, Social Monitoring + Publishing, and Brand Research. SMG is an AMA Top 50 research firm with a global footprint — evaluating over 110 million surveys annually, in 50 languages across 125 countries.

×