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Cream of the Crop

Consummate customer service sets Cold Stone apart.

By April Y. Pennington

Opinions expressed by Entrepreneur contributors are their own.

Doug Ducey's introduction to Cold Stone Creamery'sfounders came when he was a prospective franchisee conducting duediligence on Subway and wanted to learn about similar businesses.Ducey, 41, was intrigued enough to open both a Subway and a ColdStone Creamery franchise, and on top of that, the former Procter& Gamble sales executive joined Cold Stone's business andstrategic development team. Now the company's chairman and CEO,Ducey gives us the scoop on Cold Stone's amazing rise tosuccess.

Entrepreneur: What approach did you take inexpanding Cold Stone?

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