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

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.

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 upImplementDevelop 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 dashThrive during tough economic times by bringing new advantages to the marketCultivate a f...

Publishers Weekly

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. (Jan.) Copyright 2006 Reed Business Information.