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

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Currency Doubleday, 2007 - Business & Economics - 233 pages
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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User Review  - zemon - LibraryThing

Much of what Enterprise has done is pure common sense but "Exceeding Customer Expectations" beautifully describes how to apply this sense to business. The book is well written, easy to read, and ... Read full review

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About the author (2007)

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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