Kansas City, Mo. — Service Management Group (SMG), a global customer, patient, employee and brand experience management partner to more than 500 brands, is working with specialty golf retailer Club Champion on a new customer experience management program. The nation’s top club fitter and builder chose SMG for its location-level insights, industry-leading professional services and focus on business outcomes.
Established in 2010, Club Champion operates more than 85 locations in major markets across the United States. The specialty retailer offers club fitting and building, repair services, personalization and private events.
“As a retailer built around a personalized service, the customer experience is the heart of our business,” says Pat Duncan, vice president of marketing, Club Champion. “Personalization is central to our continued growth, and SMG has the perfect balance of services to help us understand and drive a better customer experience.”
With SMG’s customer experience management program, Club Champion is capturing customer feedback at the location level. In combination with solicited feedback, the retailer is using SMG’s online reputation management solution to measure location-specific ratings and reviews across the top review sites, understand store-level competitive benchmarks and engage with customers via in-platform response. Solicited and unsolicited feedback is aggregated in the smg360® reporting platform, providing Club Champion with a holistic and actionable view of the customer experience through intuitive dashboards, role-based reporting and real-time insights.
Established in 2010, Club Champion is headquartered in Chicago. There are currently more than 85 Club Champion fitting studios in major markets across the country, with plans to expand even further in 2021. For more information, visit www.clubchampiongolf.com.
SMG’s unique software with a service (SwaS) model puts a dual focus on platform technology and professional services, making it easy for brands to activate insights based on customer, patient and employee feedback. For more information, visit www.smg.com.
SOURCE: Service Management Group (SMG)