Additionally, Wendy's is using SMG's BrandGeek™ market intelligence tool for consumer feedback, behavioral data and branded competitive intelligence. And because Wendy's understands the important connection between employee engagement and customer loyalty, Wendy's has also retained SMG for employee engagement measurement, which began in June.
"The SMG team lives innovation," said Wendy's Vice President of Customer Experience Frank Leary. "From day one and throughout the process they've repeatedly and proactively exceeded our expectations. At Wendy's we work diligently to delight every customer. SMG is providing the technology and insight to help make that happen."
SMG data will be used to measure elements of the customer experience, understand key drivers of customer satisfaction and guide the organization on areas for focus. SMG's proprietary model connects customer satisfaction, loyalty and brand performance.
"Wendy's is executing a very conscious and meaningful decision to put customer satisfaction at the center of everything they do. We're proud to be part of the team making it happen," said SMG President and COO Chris Egan. "They're using all three of SMG's strategic solutions— omniCX, Brand Research and Employee Engagement—to get as close to their customers and employees as possible. They absolutely have the right people and programs in place to increase loyalty and drive brand performance."
About Service Management Group
SMG (Service Management Group) partners with more than 350 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 competitors. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates over 150 million surveys annually, in 50 languages across 125 countries. To learn more about SMG, visit www.smg.com or call 1-800-764-0439.
About The Wendy's Company
The Wendy's Company (NASDAQ: WEN) is the world's third-largest quick-service hamburger company. The Wendy's system includes approximately 6,500 franchise and Company-operated restaurants in the United States and 28 countries and U.S. territories worldwide. For more information, visit www.aboutwendys.com.
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SOURCE Service Management Group