Grocer partners with SMG to refresh customer experience strategy

Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has announced a new customer experience management (CEM) program with The Fresh Market. Seeking a provider that can help uncover and activate insights, the specialty grocer selected SMG for its dual focus on technology and professional services.

Established in 1982, The Fresh Market is a fresh-focused specialty food retailer, known for its carefully curated product offerings and for delivering an unparalleled shopping experience—inspiring guests to try new products, entertain, cook with confidence and assemble easy meals. 

“One of our core values is hospitality—creating a welcoming and friendly shopping environment, and to delight our guests and make their time with us memorable,” said Meghan Flynn, spokeswoman for The Fresh Market. “Our guest services team plays a critical role in developing guest relationships, and SMG is an extension of this team to help us deliver valuable insights that will ultimately benefit our customers.”

The Fresh Market is using SMG’s CEM solution to capture real-time customer feedback at the point of sale. Feedback data is delivered to the smg360® reporting dashboard and mobile app, giving the brand a holistic view of customer experience data while empowering the field with location-level feedback and key loyalty drivers. With in-platform capabilities like role-based reporting, advanced text analytics and case management, The Fresh Market is equipped to listen better and act faster.

“Our unique value proposition and deep industry benchmarks continue to resonate with grocers focused on driving customer loyalty,” said Todd Leach, SMG chief client officer. “We’re honored to partner with The Fresh Market to develop a program that allows employees across the organization to learn from and act on customer feedback.”