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I completely agree. There are very few companies capable of supporting both scale and maintaining customer service. The 3 I have used that always continue to impress me are Netflix, , and Woot (purchased by Amazon). The primary thing that I believe drives these businesses and continues to make them successful is a culture of service in the company. You can't just make a big company better at customer service. It has to be a core component of the company from it's inception, otherwise it can't scale and remain authentic.
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Aug 2, 2011