Client Success
Customized + proven support
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Resources
On-demand XM education
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Company
A leader in enterprise XM
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OUR VISION
Make human experiences the heart of everybusiness.
MISSION
Accelerate value by changing how brands act on customer + employee insights.
SMG core values
Be deeply curious | finding answers to important questions
Always be hungry | striving and driving like you really want it
Crave collaboration | energizing and feeding off one another
Make ’em feel elite | creating advocates from world-class service
Our history
1991
SMG founded as a unit of KC ad agency Barkley
1991
Launched employee experience solution
1995
Launched customer experience solution
1997
SMG co-founder Leonard Schlesinger published "The Service Profit Chain"
1999
SMG spun off from Barkley as an independent company
2003
Introduced competitive benchmarks to the marketplace
2007
Launched brand experience solution
2012
Launched top-rated smg360® mobile reporting app
2016
Launched digital feedback + call center solutions
2020
Patent granted for tracking consumer brand strength data
2020
Patent granted for capturing consumer location + behavior
2021
Identified by Forrester as a Leader in Customer Feedback Management Wave
2021
Received significant strategic investment from Brentwood Associates
2022
Closed our offices + adopted a remote-first model
Careers
Our mission is to accelerate value by changing how brands act on customer + employee insights. And that takes a team of curious, creative, hard-working people who are passionate about exploring new challenges, solving problems, and working as a team. We’re a remote-first company and a leader in our space—come be a part of tremendous growth.
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SMG by the numbers
We serve our clients from everywhere
SMG is a remote-first company with a globally distributed workforce. That means our top-notch talent can—and does—work from anywhere, building globally scaled solutions for our clients while living where and how we want to live.
Diversity, equity, and inclusion
We firmly believe all benefit when everyone is heard, recognized, and valued. Our commitment to diversity, equity, and inclusion fundamentally shapes and influences how we operate as a company—from recruiting + hiring practices to ongoing training initiatives, interpersonal communications, and everything in between.
We embrace our collective differences and value how they enhance SMG’s ability to achieve its overall mission. Our workplace policies and practices support the cultural tone of inclusion and respect for all employees, partners, and suppliers—enhancing the work we do for our clients and fueling our success.
See how we learn, celebrate, and grow together
Want to know more about SMG?
Learn how the research methodology that started it all continues to drive employee engagement strategies, customer experience improvements, and profitable sales growth.
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