McColl’s Retail Group enlists SMG for voice of customer initiative
Convenience store chain McColl’s Retail Group has launched a customer experience management programme with Service Management Group (SMG).
“We’re excited to bring the voice of the customer to the forefront through this new partnership,” says McColl’s Retail Group Customer Director, Tim Fairs.
“The customer experience insights will help us navigate the evolving market, identify opportunities to advance the in-store experience and better understand how we can add value for our customers.”
McColl’s will be capturing customer feedback at the store level, for delivery to the smg360 platform. Access to store-level metrics will be available via a reporting dashboard and mobile app.
“Our unique value proposition and ability to surface insights continues to resonate with brands that understand customer experience management is about more than a technology platform,” says 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.”
Sign up for our free retail technology newsletter here.
