“In a business that depends on foot traffic and visit frequency, we know the in-store experience is at the heart of everything we do,” said Brett Giesick, president of Enmarket. “As we refined our brand loyalty strategy, it was clear SMG had the tools and know-how to help us elevate the customer experience and increase guest satisfaction.”
Enmarket is working with SMG to capture location-level customer feedback across its three-state network of convenience stores. The customer feedback is delivered to the smg360 platform, providing Enmarket with customer experience metrics, strategic areas of focus and location-level insights. The platform capabilities in combination with SMG’s services will help Enmarket uncover insights to improve the customer experience.
“We’re excited to partner with Enmarket on this important guest loyalty initiative,” said Katie Cofer, vice president of customer engagement for SMG. “In combination with our experience management platform, our industry benchmarks will help Enmarket identify what matters most to customers and provide leadership with actionable ways to continually improve the guest experience.”
SMG, based in Kansas City, Mo., works to provide insights that boost loyalty. The company’s model focuses on collecting, analyzing and sharing feedback and behavioral data across the enterprise.
Enmarket employs more than 1,300 people and operates 128 convenience stores, 14 quick-serve restaurants and a fast-casual restaurant.