What 18,000 Consumers Revealed About Their Online Shopping + Delivery Expectations (Spoiler: You Don’t Have to be Amazon to Get Their Business)

  • May 06 2021
  • Resource: Loyalty Today
  • Paul Tiedt, SMG

With last year’s accelerated surge in digital and cross-channel shopping—which included 146% growth in all online retail orders in the U.S. and Canada alone—brands were forced to take a critical eye to theirdigital...Read More

How to Leverage The Service Profit Chain to Connect Employee Engagement, the Customer Experience, + Business Outcomes

  • April 30 2021
  • Resource: Loyalty Today
  • Junichi Kato, SMG

Why should employee engagement efforts be at the top of your organization’s priority list? Engaged employees are more loyal, helping create highly satisfied and loyal customers. And highly satisfied, loyal customers lead directly...Read More

Derive More Value From Your Customer Experience Program Through Data Integration With Out-of-Box Connectors + Open APIs

  • April 06 2021
  • Resource: Loyalty Today
  • Ashley Edgar, SMG

While most brands have adapted and stood up multiple listening points for feedback and engagement across the ever-growing network of customer touchpoints, this information is often disparate and disjointed.But when you eliminate those silos and...Read More

3 Ways to Provide Safe Service + Elevate Your Customer Experience Management Program in a Pandemic Era

  • February 25 2021
  • Resource: Loyalty Today
  • Josie Gaeckle, SMG

The heightened expectation for a safe + clean experience has left brands across industries questioning: Do customers still want in-person assistance?Recent SMG research confirms: Yes, they do—but with one major factor...Read More

3 Ways to Provide Customers With an Optimal Mobile Experience

  • February 22 2021
  • Resource: Loyalty Today
  • Charlie Moore, SMG

As of last June, 81% of Americans owned a smartphone. In the throes of this convenience revolution—as more consumers turn to their phones for research and to make purchases—the pressure for brands to provide a seamless and simple...Read More

3 Ways Restaurants Can Deliver Superior Service + Continue to Evolve The Customer Experience

  • February 19 2021
  • Resource: Loyalty Today
  • Paul Tiedt, SMG

As we enter into a new phase of the pandemic—one of colder temperatures, a potential third wave, and the added threat of cold + flu season—businesses relying on outside service will once again have to adjust operational procedures...Read More

5 Tech Capabilities Experience Management Programs Need to Support Complex Enterprises

  • February 16 2021
  • Resource: Loyalty Today
  • Bennett Gamel, SMG

While most brands understand the importance of customer + employee feedback and have some sort of experience management (XM) solution in place, many lack the actionable insights necessary to create meaningful, system-wide change. For large...Read More

4 Cross-Industry Trends That Will Reshape Experience Management Strategies in 2021

  • February 12 2021
  • Resource: Loyalty Today
  • Paul Tiedt, SMG

From the emphasis on contactless experiences to the mass migration to new-and-evolving digital channels, it’s impossible to overstate the magnitude of change that took place in 2020. To help brands ensure their experience management (XM...Read More

3 Experience Management Tenets Executives Should Adopt This Year

  • February 09 2021
  • Resource: Loyalty Today
  • Stephanie Ayers | Chief Marketing Officer

While the curveball that was 2020 is behind us, many of us in the experience management (XM) space are still getting our arms around the magnitude of change in our programs as we rapidly adapted to meet evolving customer, patient, and employee...Read More

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