USA: TravelCenters of America enhances customer experience
The retail brand has associated with Service Management Group to scale its offerings via a outcome-driven approach.
TravelCenters of America will roll out a new customer experience management program across its network of travel centres in the United States. The retailer has signed a new partnership with Service Management Group to revamp its services by capturing feedback across the customer journey and outcomes-driven approach.
“Our mission is to return every traveler to the road better than they came, and we are focused on delivering a highly satisfying experience for every guest. SMG allows us to capture the voice of the customer across every location, measure guest satisfaction across each touchpoint and act on insights that help us improve guest satisfaction and increase loyalty,” said Sue Smolenski, VP of Marketing for TravelCenters of America.
TravelCenters of America currently serves motorists and professional drivers at its more than 270 travel centres across 44 states. With multiple customer segments and a business model that includes convenience, restaurant, retail and service components, TA needed a customer experience program with a robust survey engine, multiple feedback channels and a reporting platform that uncovers insights across its business.
To measure the customer experience across its growing network of travel centres, the company is capturing and measuring location-level customer feedback through multiple channels. The feedback data is available in the smg360 platform in real time, providing program leaders with key customer experience metrics and prescriptive insights while role-based reporting and the mobile reporting app will ultimately give the field visibility to real-time customer feedback, strategic areas for focus and a host of key location-level metrics.
The retailer expects that, in combination with SMG’s hands-on services, the platform capabilities will help to advance its customer experience and drive business outcomes.
