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Item #:
91941472
Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers
86% of respondents would recommend this to a friend
Item #:
91941472
SHP 43
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What Stands Out
Customer-Centric Culture
Enterprise focuses on exceptional customer service, ensuring that each interaction exceeds expectations and builds loyalty, ideal for businesses looking to cultivate lifetime customers.
Proven Strategies
The book offers actionable strategies backed by real-world examples from America's top car rental company, enabling readers to apply effective practices to their own customer service approaches.
Comprehensive Insights
Through detailed insights into Enterprise’s operations, the book provides valuable lessons on fostering trust and satisfaction in industries beyond car rentals, appealing to a wide range of business leaders.
Product Details
- 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 rulesIn 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.
| Publisher | Crown Business |
| Publication date | January 16, 2007 |
| Edition | 1st |
| Language | English |
| Print length | 256 pages |
| ISBN-10 | 0385518323 |
| ISBN-13 | 978-0385518321 |
| Item Weight | 13.6 ounces (385.56 grams) |
| Dimensions | 5.69 x 0.98 x 8.52 inches (14.5 x 2.5 x 21.6 cm) |
Who Should Buy?
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Business Leaders
Ideal for executives seeking effective strategies to enhance customer loyalty and foster long-term relationships.
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Customer Service Teams
Perfect for professionals wanting insights on exceeding customer expectations and improving service quality.
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Marketing Professionals
Beneficial for marketers looking to understand customer-centric approaches in building brand loyalty.
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Casual Readers
Not suitable for general audiences seeking entertainment or fictional narratives, as it focuses on business principles.
Product Description
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Customer Questions & Answers
-
Question:
What will I learn from this book?
Answer: You'll learn strategic methods to enhance customer satisfaction and employee loyalty, ultimately driving profits. -
Question:
Is this book relevant for all industries?
Answer: Yes, the principles outlined can be applied to any business or industry seeking to improve customer and employee engagement. -
Question:
Who is the author?
Answer: The book is written by Kirk Kazanjian, a noted business author with expertise in customer service strategies.
Transportation Editorial Review
Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers offers unique insights into the corporate culture of Enterprise. The book, authored by Kirk Kazanjian, presents a balanced view of Enterprise's journey, blending its business model, history, and customer service principles. Readers commend its clarity and engaging writing style, highlighting that the emphasis on treating customers and employees well leads to long-term success. Despite some reviewers noting that the title might mislead those seeking general customer service strategies, many appreciate the fascinating story of how Enterprise grew from a small organization to a global leader within just 55 years. This narrative makes it a worthwhile read for anyone interested in business innovation and organizational behavior.
Customer Reviews & Ratings
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Pros
- Well written and engaging storytelling
- Offers insights into Enterprise's business model
- Illuminates Enterprise's company history
- Showcases successful business adaptations
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SHP 43
Order now and get it around Saturday, October 03
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Features & Benefits
- Learn how to convert unsatisfied customers into loyal fans.
- Discover effective hiring and training strategies for a dedicated workforce.
- Implement cost-reducing methods that enhance customer value.
- Encourage employee motivation through financial rewards and strong partnerships.
- Navigate challenging economic times by introducing market advantages.
- Foster a fun, collaborative workplace environment to boost teamwork.
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