|
 |
Exceeding Customer Expectations
What Enterprise, America's #1 Car Rental Company, Can Teach You About Creating Lifetime Customers
|
Format Information
| Available copies: |
|
| Library copies: |
|
| Lending period: |
21 days |
| File size: |
120147 KB |
| Software version: |
|
| Release date: |
Jan 09, 2007 |
|
Description
"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. Reviews
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,...
Digital Rights Information
| OverDrive WMA Audiobook |
| Burn to CD: | Not permitted |
| |
| Transfer to device: | Permitted (3 times) |
| Transfer to Apple® device: | Permitted |
| |
| Public performance: | Not permitted |
| File-sharing: | Not permitted |
| Peer-to-peer usage: | Not permitted |
| |
| All copies of this title, including those transferred to portable devices and other media, must be deleted/destroyed at the end of the lending period. |
| |
| 
