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Does employee engagement really matter? 23 Jul 2013 | 08:15 pm
It definitely does. Highly Engaged employees will provide better service to your customers, and 95% of Highly Engaged employees will recommend your brand to others. In contrast, Disengaged employees h...
SMG in the News 16 Jul 2013 | 01:32 am
No matter the business type, customer service is important—and always on display. Every service-oriented business needs to understand who their customers are, why they visited the business, and how th...
SMG in the News 16 Jul 2013 | 01:13 am
No matter the business type, customer service is important—and always on display. Every service-oriented business needs to understand who their customers are, why they visited the business, and how th...
Is it a good or bad thing when a customer names an employee? 10 Jun 2013 | 07:07 pm
The text analytics results are in, and it’s almost always a good thing! When customers name a specific person in their survey comment, 96% of the time the mention has positive sentiment. Only 4% of na...
Positive staff-customer interaction will pull the retail sector into calmer waters - fact! 10 Jun 2013 | 06:26 pm
There appears to be an ongoing tug of war in the retail sector at the moment. On one hand, shops are having to manage with fewer staff. Lower revenues means companies have to cut back on spend in a ....
Do loyalty club members behave any differently than other guests when it comes to meal-time mistakes? 14 May 2013 | 08:31 pm
No matter what you do inside your restaurants, problems will occur. And sometimes, those problems will linger in the minds of customers and cause them to not come back. But here’s the good news: Gues...
Can the carry-out experience compare with dining in? 15 Apr 2013 | 07:37 pm
It can—when key metrics are executed well. Taste and temperature of food are important for carry-out guests, but guests who are highly satisfied with these measures still aren’t as satisfied overall a...
Are your restaurants prepared for St. Patrick's Day revelers? 14 Mar 2013 | 08:56 pm
SMG’s Benchmark Database shows Pace of Experience scores, along with Likelihood to Return scores, suffer on St. Patrick’s Day compared to other Saturdays in March. Overall Atmosphere scores are slight...
Retailers must be ready - come rain or shine (or snow) 18 Feb 2013 | 08:34 pm
About this time every year the retail sector seems to have a bit of a meltdown. A few brands are visited by the Grim Reaper and the snow attempts to play as much havoc as possible. Station car parks a...
Do price-fixed menus work on Valentine’s Day? 12 Feb 2013 | 07:30 pm
When it comes to Speed of Service scores, it certainly seems so. Fine-dining restaurants experience a 9 percentage point boost on Speed of Service on Valentine’s Day compared to other Tuesdays in Febr...
