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Visit WebsiteHow 24 Hour Fitness Strengthened program engagement + enhanced the member experience
24 Hour Fitness
David Roth
Sr. Director of Club Operations
Service Management Group (SMG)
Service Management Group (SMG) partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCX, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.
Case Studies
Showing 45 Service Management Group (SMG) Customer Success Stories
AMC Theatres - Customer Case Study
AMC Theatres
Attract + retain top talent by acting quickly on employee feedback
Books-A-Million
Caribou Coffee builds a winning culture with five key employee engagement practices
Caribou Coffee
Renee Auseth
Senior Manager of Total Rewards and HR Innovation
Caribou Coffee - Customer Case Study
Caribou Coffee
Understanding the marketplace through custom brand research
Casual Dining Restaurant
Beyond bold flavor and big value, Checkers delves into data to optimize the guest experience
Checkers & Rally’s
Robin Gough-OBrien
Director of Operations Services
Church’s Chicken accelerates momentum using customer feedback encourages dialog, improves guest satisfaction
Church’s Chicken
Steve Branco
Regional Franchise Director
How CKE reimagined its contact center to streamline operations + improve the customer experience
CKE
Ryan Hanawalt
VP, Strategy + Transformation
How Co-op used video feedback to humanise the customer experience + reinvigorate colleague engagement
Co-op
Danny Slevin
Customer Experience Insight Manager
How video feedback helped DICK’S Sporting Goods advance its customer-centric culture
DICK'S
Kristin Boyle
Vice President, Insights & Analytics
Domino’s UK combines 7 key ingredients to engage franchisees in CX programme
Domino’s Pizza Group
Jason Prescott
Operations Project Manager
Using text analytics to solve an issue with speed of service
Fast-Casual Restaurant Chain
Fast-Casual Restaurant Chain - Customer Case Study
Fast-Casual Restaurant Chain
Employee engagement program delivers quick wins for Wisconsinbased Festival Foods
Festival Foods
Michael Siakpere
Organizational Development and Training Manager
Firehouse Subs blazes a trail to excellence with the help of its SMG partnership
FireHouse Subs
Rich Goodman
Director of Operations Services
How Hand & Stone leveraged CX insights to create industry-leading health + safety improvements to the spa experience
Hand & Stone Massage and Facial Spa
Cindy Meiskin
Chief Experience Officer
Heinen’s Fine Foods harnesses data to maximize associate and customer satisfaction
Heinen's
Chris Foltz
Director of Operations
hmv restores its iconic brand using customer feedback to drive action
HMV
Rupert Banning-Lover
Central Operations Manager
International Family-Style Restaurant - Customer Case Study
International Family-Style Restaurant
From survival to triumph The Kansas City Zoo reaches world-class status by listening to its customers
Kansas City Zoo
Randy Wisthoff
Director of Operations
Krispy Kreme Japan sweetens the customer experience + improves business outcomes
Krispy Kreme Doughnut Japan Co., Ltd.
Takako Wakatsuki
President and Chief Executive Officer
la Madeleine - Customer Case Study
La Madeleine
Engage customers on their terms with in-app feedback channels
Large Convenience Store Brand
Leading Apparel Retailing Company - Customer Case Study
Leading Apparel Retailing Company
Leading Apparel Retailing Company - Customer Case Study
Leading Apparel Retailing Company
How an energy retailer used customer feedback to improve convenience
Leading Energy Retailer
Leading Grocery Company - Customer Case Study
Leading Grocery Company
How a multi-location grocery brand drove consistent customer satisfaction + cross-store collaboration
Leading Grocery Brand Retailer
Leading Retail Company - Customer Case Study
Leading Retail Company
Lidl - Customer Case Study
Lidl
How convenience store + energy retailer MAPCO optimized their CX to improve response rates
MAPCO
McDonald’s improves the customer experience by implementing enhanced health + safety measures
McDonald’s
How National Co+op Grocers worked with SMG to improve customer satisfaction
National Co+op Grocers
Alex Mytelka
Retail Benchmarking Program Manager
How Party City enhanced its cross-channel XM strategy to create a more seamless customer experience
Party City
Shannon Symalla
VP, Customer Experience
How Pets at Home is proving the value of customer satisfaction with SMG
Pets At Home
Dave Poole
Retail Operations Manager
Bringing new life to the guest experience
Regional Grocery Store Chain
How Shell tested market-level changes to make worldwide improvements
Shell
Umer Asif
Global CX Innovation Manager
Drivers are willing to pay more for a higher level of service at the pump
Shell
How Signet Jewelers optimised online reputation management to strengthen customer relationships + boost digital presence
Signet Jewelers
Ivan Kokuti
Search Engine Optimization Lead
T.G.I. Friday’s International discovers the key to guest satisfaction and employee engagement
T.G.I. Friday’s
Darrell Wade
UK Commercial Director
Valvoline uses customer satisfaction program to build trust
Valvoline
Tony Puckett
VP of Corporate Operations
By revamping training + improving morning service, Wendy’s earns a seat at the breakfast table
Wendy's
Carl Loredo
Chief Marketing Officer
How Wild Birds Unlimited is improving value perception by living their mission
Wild Birds Unlimited
Bo Lowery
VP of Marketing
How a convenience store + energy brand optimized its CX to improve response rates
World Energy Retail
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