Kansas City, Mo. — Service Management Group (SMG), an enterprise customer and employee experience management partner to more than 500 brands, has added a new customer experience partnership with Golden Corral. America’s largest buffet and grill restaurant brand chose SMG for its dedicated professional services, restaurant industry expertise and robust technology platform.
“As our brand builds upon our comeback, and creates the strategic building blocks of our future growth, it will be critical to maintain a pulse on how our guests feel about their Golden Corral dine-in and off-premise experiences,” says Skip Hanke, chief marketing officer of Golden Corral. “SMG’s unique Software with a Service (SwaS) model gives us access to an enterprise experience management platform and a dedicated professional services team that will help us uncover insights faster and make data-driven decisions that increase guest traffic, loyalty and franchisee profitability.”
Golden Corral has partnered with SMG to capture location-level guest feedback across its 360 restaurants in 39 states. In addition to solicited feedback, Golden Corral is using SMG’s online reputation management platform to manage ratings and reviews and a customer-facing always-on feedback channel that gives the company additional insights into overall brand perception and operational effectiveness. With solicited and unsolicited consumer feedback available in the smg360® platform in real time, Golden Corral has a holistic view of the guest experience while features like role-based reporting, real-time alerts and case management help the field close the loop with customers and focus on the most important measures to improve overall satisfaction.
Founded in 1973 and based in Raleigh, N.C., Golden Corral is the nation’s largest grill-buffet restaurant chain. For more information, visit www.goldencorral.com.
SOURCE: SMG