"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
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, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelled/helped 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
Implement/Develop 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
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.
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
Warren Buffett, Chairman and CEO, Berkshire Hathaway...
"Classy people create classy companies, and there is no more classy--or successful--company than Enterprise Rent-A-Car."
Anne Mulcahy, Chairman and CEO, Xerox Corporation...
"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."
Ken Chenault, Chairman and CEO, American Express...
"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."
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...
"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."
Fred Reichheld, author, The Ultimate Question: Driving Good Profits and True Growth...
"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."
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,...
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