Exceeding Customer Expectations: What Enterprise, America's #1 Car Rental Company, Can Teach You about Creating Lifetime Customers

Overview

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 ...

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2007-01-16 Hardcover New The item is from a closeout sale from bookstore. A great book in new condition! Inquires welcomed and we want your complete satisfaction! Eligible for ... FREE Super Saving Shipping! Fast Amazon shipping plus a hassle free return policy mean your satisfaction is guaranteed! Tracking number provided in your Amazon account with every order. Item is Brand New! The item is from a closeout sale from bookstore. A great book in new condition! Inquires welcomed and we want your complete satisfaction! Eligible for FREE Super Saving Shipping! Fast Amazon shipping plus a hassle free return policy mean your satisfaction is guaranteed! Tracking number provided in your Amazon account with every order. Item is Brand New! Ships from AMAZON in SHRINK WRAP! Read more Show Less

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Overview

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.

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Editorial Reviews

From the Publisher
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

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 2006 Reed Business Information.
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Product Details

  • ISBN-13: 9780385518321
  • Publisher: Crown Publishing Group
  • Publication date: 1/16/2007
  • Pages: 256
  • Product dimensions: 5.69 (w) x 8.52 (h) x 0.98 (d)

Meet 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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Sort by: Showing 1 – 2 of 1 Customer Reviews
  • Posted January 23, 2009

    Expectations Not Fulfilled

    Aside from the fact that this is another one of Enterprise Rent-a-Car's boring, corporate authorized coffee table books, which seldom get read; this particular effort can be described as a well-written fairy tale.<BR/><BR/>While the author is recounting the winning formula that brought Enterprise so much fame and fortune, as they rose to the top of the car rental industry, somewhere along the line, that winning formula has gone bad; success has turned into failure, profits into losses, and high employee turnover has been the inevitable by-product.<BR/><BR/>Where did they go wrong? It's apparent this company has gotten too big for its own good. They seem to have lost their focus, which had been providing great service for their niche; the home city market. When they made the dubious decision to acquire a couple of losers in the airport market, namely Alamo and National, this costly move seems to be coming back to haunt them; this once profitable company has been losing great sums of money and started laying off employees, in droves, for the first time in over 50 years of doing business.<BR/><BR/>The result has been complete chaos, and a total disintegration in employee morale; it's doubtful if many of the remaining employees really feel they have much of a career with this once proud company.<BR/><BR/>These are the worst of times for Enterprise, and this book does not capture this glaring reality, although it is a fine looking addition to any coffee table; just remember to dust it every so often.

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  • Anonymous

    Posted January 3, 2010

    No text was provided for this review.

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