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Title details for Exceeding Customer Expectations by Kirk Kazanjian - Available

Exceeding Customer Expectations

What Enterprise, America's #1 Car Rental Company, Can Teach You About Creating Lifetime Customers

by Kirk Kazanjian
Gary Telles
Audiobook
3 of 3 copies available
Borrow Listen to a sample Listen to a sample
3 of 3 copies available
What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to:
Actively seek out unsatisfied customers and quickly turn them into loyal fans commit to improving their experience
Hire smart people and at the bottom, and train them from the ground up
ImplementDevelop methods to reduce costs and add value for your customers in every interaction.
Grow your business by rewarding employees with financial incentives, developing strong partnerships, and focusing on the long term; willing customer loyalty is like running a marathon, not a 100-yard dash
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 gainedearned an enviable reputation as one of the world’s best companies to work for, won countless customer service awards, and enjoyed a nearly unbroken streak of record profits .
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.

  • Creators

  • Publisher

  • Release date

    January 9, 2007

  • Formats

    • OverDrive Listen audiobook

      • ISBN: 9781415936504
      • File size: 240763 KB
      • Duration: 08:21:35

  • Languages

    • English

  • Reviews

    • AudioFile Magazine
      This is the story of Enterprise Rent-a-Car, a family-owned company that has risen to be the top car rental company in the U.S. through a fanatical devotion to customers and employees. It's a young company, founded in 1957, with eight billion dollars in revenue. If your business deals with customers, you owe it to them and to the folks who work for you to listen to this simple text on how to get it right. Gary Telles's professional voice seems to embody the values of this terrific company. He delivers a moving account of the way the Taylor family built and continues to run this extraordinary enterprise. Just try not to rent from Enterprise after listening to this book. I dare you. M.C. (c) AudioFile 2007, Portland, Maine
    • AudioFile Magazine
      The story of how a family-owned business bucked trends in the car rental business to create a shop that is obsessive about customer satisfaction is inspirational. Starting as a Cadillac salesman, founder Jack Taylor was relentless in serving customers and developing employee initiative. The story of how he applied these values to a variety of businesses is full of pleasing anecdotes and lessons that anyone in customer service will enjoy. Alan Sklar tells this narrative like he owns it, diving so fully into the emotions of this company's story that you'd think he was a family member or part owner. With this enthusiasm guiding the performance, listeners can overlook some of the confusing quotes and stay connected to the broader lessons in this uplifting success story. T.W. (c) AudioFile 2007, Portland, Maine
    • Publisher's Weekly

      November 27, 2006
      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.

Formats

  • OverDrive Listen audiobook

subjects

Languages

  • English

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