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“Every customer that comes to us must have the best, easiest experience that they can possibly have. The only way that we can continually provide [the easiest possible] experience is by understanding and internalizing what previous customers have told us.”
“The products that Belron sells are what I call ‘grudge’ purchases. Nobody wakes up and says, ‘I just wonder how much it would cost to get my windshield replaced. You only come to one of our companies if you have damage and need it fixed immediately.”
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