One of our main goals at Loyalty360 is to create a network of brands and technology suppliers that makes communication between companies much easier. We’ve been working at this task for over a decade, and we’re proud to say that we’ve encouraged brands to think strategically about customer loyalty. We’ve also connected suppliers with brands to help form partnerships. As such, we’re extremely happy when brands and suppliers get together to increase loyalty and profitability.
That’s just what tech provider Service Management Group and WaBa Grill have done. The fast-causal restaurant chain has launched a customer experience management program with SMG’s help. The food retailer chose SMG for its combination of technology and professional services, outcomes-based approach, and competitive benchmark capabilities. Founded in 2006, WaBa Grill has more than 185 locations. It serves rice bowls and salads, which are prepared to-order with vegetables and proteins.
“With a rapid growth plan in place, it was important to find a customer experience management platform that is scalable and delivers actionable insights,” says WaBa Grill Vice President of Franchise Operations Afshin Compani. “Our partnership with SMG gives us access to a robust technology platform and a dedicated team that understands our business and helps us get smarter about our customers.”
Using SMG VisitView, a location-level CX survey, WaBa Grill is capturing customer feedback at the point of sale. With VisitView data available in the smg360 reporting dashboard and mobile app, support center employees get access to a holistic view of guest feedback and tools like text analytics and real-time alerts. Franchisees receive real-time, role-based reporting and insights.
“WaBa Grill is growing fast, and they want a strategic partner that can support their success and market expansion,” says SMG Chief Client Officer Todd Leach. “When you combine our experience in the restaurant industry with our location-level insights and franchise engagement tools, we’re the ideal partner to support WaBa’s continued growth and the evolving needs of its franchisees.”

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