KANSAS CITY, Mo.–(BUSINESS WIRE)–Service Management Group (SMG), a global customer, patient and employee experience management partner to more than 500 brands, has published new research highlighting non-purchaser behavior and gaps in the customer journey that prevent conversion. Given the challenges associated with collecting non-purchaser data and the value it provides for brands focused on reducing churn and driving revenue, SMG developed this study to provide retailers with actionable way