Leading UK specialty retailer Topps Tiles selects SMG for new customer experience programme

"In our search for a customer experience partner, SMG's outcomes-based approach proved to be an exceptional match for our organisation," said Tom Ryan, Head of Central Operations at Topps Tiles.

"With this partnership, our team now has a holistic view of customer feedback through the smg360® reporting platform and the ability to tap into SMG's expertise and uncover actionable business insights."

Using SMG VisitView, a location-level CX survey, Topps Tiles is capturing customer feedback at the point of sale, providing colleagues with real-time reporting and actionable takeaways. To measure the digital experience and identify behaviour gaps between non-purchasers and customers, Topps is using SMG eTrack, while the SMG InForm digital comment cards provide customers with an open feedback channel. With a comprehensive view of customer feedback data in the smg360 desktop and mobile reporting platform, Topps has on-demand access to rich reporting and the ability to mine open-ended feedback with SMG's powerful text analytics engine.

"The industry continues to recognise SMG for our client-centric approach and strong partnerships, which are testaments to our world-class team and true differentiators for our organisation," said Jeremy Michael, SMG Managing Director. "It's an honour to partner with an organisation that thrives in a similar fashion, by putting the customer first."

About Service Management Group
SMG (Service Management Group) 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.

Media Contact:
Paul Arnhold
o: +1 816-448-4517 | m: +1 816-214-7783
parnhold@smg.com

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