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#360 Robert Kierlin: Founder of Fastenal
Founders
Customer Loyalty: Invest in Service, Reap Rewards
Exceptional customer service can create lasting loyalty and generate positive referrals. A notable example is a company that custom manufacturing a part for a 30-year-old car and providing it at cost rather than profit, demonstrating commitment to customer satisfaction over immediate gains. This approach encourages customers to share their positive experiences widely, resulting in broader word-of-mouth marketing. Moreover, fostering a culture where employees seek to fulfill customer requests for unavailable products can lead to innovative offerings and enhance the overall customer experience.
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