SMG - Service Management Group

Do you know about the Service Profit Chain? ⛓️ It's a concept developed by a group of colleagues (including one of SMG's cofounders!) at Harvard Business School based on a five-year study linking employee engagement, customer satisfaction, and financial performance. The employee engagement part is key, which is why SMG's CX platform is built around empowering employees to deliver better customers experiences 🤝 Learn more about this principle that's core to what we do: https://hubs.li/Q02VwFGH0 #ServiceProfitChain #EmployeeEngagement #EmployeeExperience #CustomerExperience #EX #CX #XM

It’s High Five Friday—a time to celebrate amazing work, highlight standout moments, and give some well-deserved recognition! 🙌 In our remote-first environment, this is how we stay connected and acknowledge our associates' "above and beyond" efforts. Today, we're giving a big shoutout to Elizabeth Tigg, Senior Client Success Consultant, for her exceptional work! 👏 And a special thanks to Zoe McBride, Director of Client Success, for the nomination. Happy High Five Friday to all! 🤚 ✋ Let’s keep the positivity going! #HighFiveFriday #EmployeeRecognition #Teamwork #CelebrateSuccess

The holiday shopping season is around the corner, and success in the competitive retail market isn’t just about great products—it’s about understanding consumer behavior and tailoring your strategy accordingly. 🛍️✨ Our comprehensive guide highlights key trends like shopping preferences, the impact of associate behavior, and the importance of excellent service. By leveraging these insights, you can: ✔️ Boost customer retention ✔️ Drive sales growth ✔️ Set yourself apart from the competition Get ahead of the season with strategic planning and unlock your business’s full potential! 🚀 https://hubs.li/Q02VzwQk0 #RetailSuccess #ConsumerInsights #CXStrategy #HolidayPlanning2024

Have you heard? The FTC is now cracking down on fake or misleading customer reviews 👀 What does this mean for you? If you’re already following best practices, you’re in good shape. However, it’s crucial to understand why this matters and how it will affect you. Check out our latest blog to explore the impact of this rule change and discover how staying authentic boosts your customer experience! 🔗 https://hubs.li/Q02VpCF20 #CX #CustomerFeedback #FTC #FakeReviews #CustomerLoyalty

🚨 ICYMI! 🚨 We’re thrilled to welcome Matt Hay and the entire Bulbshare team to SMG! Together, we’re set to transform brand experiences and drive the future of customer collaboration. Read the full press release: https://lnkd.in/gXU2Y3GF

Quality service matters! Higher-quality interactions *double* the number of customers who buy more than planned. 😮 Learn what else you can gain by focusing on service: https://hubs.li/Q02SS9WN0 #CustomerService #CustomerExperience #CX #XM

🎉 SMG CXcellence 2024 was a huge success, and we’re grateful for the fantastic turnout. The event brought our clients together to learn, collaborate, and network. We’re proud to serve so many exceptional brands! Here are some highlights: 💡 Keynote by John DiJulius: Showcasing how exceptional customer service can make brands indispensable. 💡 Consumer Cellular & Zaxby’s: Sharing how customer feedback is driving satisfaction and loyalty. 💡 SMG + Bulbshare: Introducing our exciting new partnership to advance experience management initiatives. 💡 Frontline Feedback with McDonald’s: Uncovering strategies that enhance both employee and guest experiences. 💡 SMG Platform Innovations: Exploring how we leverage generative AI to transform data into actionable insights that fuel growth. If you'd like to learn more about any content featured during the event, please reach out to us here: https://hubs.li/Q02V6w450 Thank you again to our clients who were able to join us—we couldn’t do this without you! 🙌 #CXcellence #CustomerExperience #ClientSuccess #ElevatingExperiencesTogether #Bulbshare

🍂 Our Fall Wellness Challenge is in full swing, and it's all about focusing on mental health and well-being! 💆♀️💪 This year, we're encouraging everyone to take time for themselves and prioritize self-care. Our associates are joining in on the fun with our interactive Wellness Bingo Card—filled with challenges like: 🧘 Practicing mindfulness 🍁 Taking a walk outside 📵 Enjoying a screen-free evening Let’s support each other and make mental health a priority this season! 💙 #FallWellnessChallenge #MentalHealthMatters #SelfCare #Wellbeing #WorkplaceWellness

🚀 Want to take your experience management initiatives to the next level?  SMG's program maturity assessment and strategic planning can help refine your XM program, making it more effective and focused 😎 Watch our video to discover how SMG's industry experts can guide you in planning for sustainable success. 🔗 ➡️ https://lnkd.in/g2gJzd7b Together, we can enhance your CX strategy for long-term growth!  #ExperienceManagement #CXLeaders

🚀 The HVAC and plumbing industries are booming, but with growth comes new challenges—labor shortages, evolving regulations, and rising customer expectations. To stay competitive, delivering exceptional customer experiences is key. From tailored service to proactive issue resolution, HVAC and plumbing companies that prioritize CX are better equipped to build customer loyalty and drive long-term success. Ready to learn how you can elevate your CX strategy and stand out in the market? Let’s explore actionable strategies for growth and success! Read our blog here: https://hubs.li/Q02Tt-kB0 #HVAC #Plumbing #CustomerExperience #CX #BusinessGrowth