Business Intelligence

Providing Great Customer Service

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Executive Summary

What happens when a business goes above and beyond the call of customer service? They can turn into a $300 million business. At least that's the case with Diapers.com. "We've got a 24/7 customer service team located in the office, and we empower them to take care of the customer at any cost," says co-founder & CEO Marc Lore. "Literally, any cost." As a result, more customers will come through positive word-of-mouth. "You can't look at day-to-day what the cost is," Lore tells Business Insider CEO Henry Blodget. "You have to believe that you've investing in the brand."

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