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Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about creating lifetime customersBy Kir
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What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nation’s #1 car rental company. Drawing upon the time-tested strategies that have propelled Enterprise from a single location in St. Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to:
• Actively seek out unsatisfied customers and quickly turn them into loyal fans
• Hire smart people and train them from the ground up
•Develop methods to reduce costs and add value for your customers in every interaction.
• Grow your business by rewarding employees with financial incentives, forming strong partnerships, and focusing on the long-term
• Thrive during tough economic times by bringing new advantages to the market
• Cultivate a fun and friendly workplace where teamwork rules
In EXCEEDING CUSTOMER EXPECTATIONS, noted business author Kirk Kazanjian reveals how your company can consistently outperform and outsmart the competition by following a simple philosophy espoused by Enterprise founder Jack Taylor: “Take care of your customers and employees first, and the profits will follow.” Winning customer loyalty is like running a marathon–not a 100-yard dash. By mastering this principle, Enterprise has earned not only record profits, but also received numerous awards for customer service and earned an enviable reputation as one of the world’s best companies to work for.
EXCEEDING CUSTOMER EXPECTATIONS imparts timeless lessons on satisfying both customers and employees that you can put to use right away, no matter what your business or industry.
- Sales Rank: #662709 in Books
- Published on: 2007-01-16
- Released on: 2007-01-16
- Original language: English
- Number of items: 1
- Dimensions: 8.52" h x .98" w x 5.69" l, 1.00 pounds
- Binding: Hardcover
- 256 pages
From Publishers Weekly
This love letter to Enterprise Rent-A-Car is also a comprehensive case study on how a company grows from an idea into a multibillion-dollar corporation within its founder's lifetime. But just as the company's first "We Pick You Up" commercial was aimed at both company insiders and consumers, this book has the feel of an internal communication on the company's 50th anniversary. Despite excessive enthusiasm and a somewhat repetitive writing style, Kazanjian (The Market Masters, etc.) does offer insight into how a company can succeed by remaining focused on motivating employees to satisfy customers completely. Drawing on examples from Enterprise's history, he emphasizes that focusing on customer satisfaction must permeate every aspect of operations. While Kazanjian's themes are not revolutionary, he convinces that helping employees improve service to customers attracts more customers, so the company and its profit-sharing employees prosper. (Jan.)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.
Review
Advance acclaim for Exceeding Customer Expectations:
“Classy people create classy companies, and there is no more classy—or successful—company than Enterprise Rent-A-Car.”
—Warren Buffett, Chairman and CEO, Berkshire Hathaway
“I loved this book and learned from it as well. It’s essential reading for every business manager and a powerful example that if you create value for your customers, your business will flourish and all your stakeholders will benefit.”
—Anne Mulcahy, Chairman and CEO, Xerox Corporation
“In a world where management styles come and go, the Enterprise philosophy remains timeless. Exceeding Customer Expectations is a firsthand look at the company that has been writing the book on customer service for the last 50 years.”
—Ken Chenault, Chairman and CEO, American Express
“Exceeding Customer Expectations provides an entertaining and insightful look into the customer-centered culture and strategies that drive the continuing success of a remarkable business.”
—J.D. Power IV, Executive Vice President, J.D. Power and Associates, co-author Satisfaction: How Every Great Company Listens to the Voice of the Customer
“Want to learn how to grow your business into an economic juggernaut by moving beyond customer satisfaction—all the way to loyalty? Then read this book because there is no better case study than Enterprise Rent-A-Car.”
—Fred Reichheld, author, The Ultimate Question: Driving Good Profits and True Growth
About the Author
About the Author
KIRK KAZANJIAN is an expert on business, finance, marketing, and customer service. He’s the bestselling author of more than a dozen business and personal finance books, is frequently interviewed by the media, and has appeared on CNBC, CNNfn, Bloomberg, and many other radio and television stations across the country. He lives in Los Angeles, California.
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