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Helping multi-unit companies drive same-store sales through increased loyalty is not an easy task,
but it is one SMG takes pride in doing best. SMG research, involving more than 60,000 retail,
restaurant and service locations, shows that “highly satisfied” customers are twice as likely
to return and three times as likely to recommend.
There is a wide gulf between the loyalty behaviors of merely "satisfied" customers (4s) and those who are “highly satisfied” (5s).
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