Service Management Group (SMG), a global customer experience management, employee experience and brand research partner to more than 500 brands, has announced a new customer experience management partnership with fast casual Mexican chain Pancheros Mexican Grill.
To better understand the customer experience across channels and touchpoints, Pancheros set out to find a partner that could help identify key drivers, track performance over time and provide field teams with real-time, actionable insights.
“When we began evaluating CX partners, SMG’s restaurant industry expertise and professional services stood out,” said Ryan Murrin, Pancheros Vice President of Marketing & Franchise Development. “What makes SMG’s platform unique—and a great fit for our brand—is the scalability of the program and its ability to deliver actionable insights to the field.”
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Established in 1992 in Iowa City, Iowa, Pancheros has more than 70 locations across 13 states. Known for its fresh-pressed tortillas, perfectly-mixed burritos and fan-favorite queso, Pancheros has built a loyal following with its fresh, high-quality ingredients.
Pancheros is leveraging SMG’s customer experience management platform to collect real-time, location-level customer feedback. With that feedback data available in the smg360 reporting dashboard and mobile app, Pancheros has a holistic view of customer feedback and is empowering field leaders with real-time, role-based reporting and insights.
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In combination with its new customer experience program, Pancheros is leveraging SMG’s industry-leading benchmarks to gain insights about fast casual customers, understand how its brand stacks up to the competition and identify opportunities for growth.
“With our dual focus on technology and services and a successful history in the restaurant industry, we’re well-positioned to help Pancheros establish customer experience best practices and uncover actionable insights about its growing customer base,” said Todd Leach, SMG Chief Customer Officer. “Our organization is focused on helping clients drive business outcomes, and we look forward to helping Pancheros continue its impressive growth.”
