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Study: Engaged customers give chains an edge

Study: Engaged customers give chains an edge

PHILADELPHIA —Casual-dining chains that have highly engaged customers also have engaged employees and financially outperform competitors that fail to make emotional connections with customers, according to a recent study by PeopleMetrics, a research firm that tracks consumers, employees and consumer markets.

PeopleMetrics surveyed 1,250 customers on their experiences at restaurants owned by nine publicly traded

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