Profit growth generally requires sales growth. There are only three ways to grow same-store sales:
1. Increase frequency of current customer purchases
2. Raise average transaction
3. Attract new customers
But a strategy that increases customer loyalty accomplishes all three at the same time. SMG’s research model is powered by the linkages between
satisfaction, loyalty, revenue growth and profitability.
| The Service Profit Chain |
Co-authored
by Len Schlesinger,
SMG co-founder |
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Originally developed at
Harvard Business School, many
service-driven organizations
have earned sustained growth
in financial performance through
a disciplined implementation of
the Service Profit Chain model. |
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| “We use the data gathered from our guests to plan our business and to guide our efforts to win customer loyalty. SMG’s monthly trend reports give our managers and franchisees the key action items needed to achieve our objective of building a great, growing brand.” |
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Phil Friedman
President & CEO
McAlister’s Deli |
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800.764.0439