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Navigating Customer Satisfaction and Financial Metrics
This chapter emphasizes the importance of customer satisfaction and operational efficiency through the lens of Old Dominion, highlighting key operating metrics. It introduces critical financial concepts such as return on invested capital (ROIC) and the risks of financial manipulation, while also discussing the characteristics of resilient businesses amid economic cycles. The chapter concludes with a checklist for evaluating earnings and cash flows to better understand a company's true value and performance.