A new customer experience management programme with McColl’s Retail Group has been revealed by Service Management Group. The leading convenience chain partners with SMG across its large estate to capture, monitor and evaluate customer reviews.
With the customer experience management software of SMG, McColl’s at the store level gathers customer input. The real-time feedback is submitted to the smg360® platform, providing McColl’s with key indicators of customer engagement and advanced analytics capabilities.
“We’re excited to bring the voice of the customer to the forefront through our new partnership with SMG,” said McColl’s Retail Group Customer Director Tim Fairs.
In addition, Fairs said that consumer experiences would help them navigate the changing market, find ways to advance the in-store experience, and better understand how their customers can add value.
With access through the monitoring dashboard and mobile app to store-level metrics at any time, features such as role-based reporting, targeted focus areas, real-time updates and a host of other functions help the field identify ways to consistently improve the retail experience and drive customer loyalty.
“Our unique value proposition and ability to surface insights continues[sic] to resonate with brands that understand customer experience management is about more than a technology platform,” said SMG Managing Director Jeremy Michael. “With its customer-led approach and neighbourhood focus, we’re excited to help McColl’s advance the customer experience and drive business outcomes.”