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

by Kirk Kazanjian

Book Overview

What's the secret to wowing customers while maintaining a loyal and dedicated workforce? Readers learn how to do business The Enterprise Way in this audiobook about America's #1 car rental company. This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0385518323
• ISBN13: 9780385518321
• Release Date: January 2007
• Publisher: Broadway Business
• Length: 233 Pages
• Weight: 0.66 lbs.
• Dimensions: 0.9" x 5.7" x 8.5"

Customer Reviews

"Pick Up" Your Customer Service!!!

This book is AWESOME! Although Enterprise is a car rental company, many of their methods can be successfully applied to other businesses. Another great companion book to this is The Ultimate Question by Fred Reicheld. They both make the assertion that you have to turn first time customers into "promoters" who will return AND bring others with them. When I need to rent a car I will Pick Enterprise...They Pick Me Up!!!

PROVIDES IMPORTANT GUIDELINES FOR SUCCESS IN A HIGHLY COMPETITIVE MARKET.

The author uses Enterprise to uncover critical insights that he distills into clearly stated key points. The essential focus of the book is on people...employees. This is an first-rate analysis of a winning company, giving the reader important guidelines for success in any highly competitive market. Human resource professionals (yes, HR folks) should read this book, along with those who are concerned with business planning and marketing.

Great for your business

If you are looking for a book to give your employees for customer service skills this is the only one.

Customer Service Lessons For Any Business!

On reading Exceeding Customer Expectations, I was very positively struck by the well defined, actionable and insightful "lessons learned" that can be applied to any business/industry. While employing a relatively straightforward business model and corporate philosophy, Enterprise inspires and engenders loyalty in a customer base that returns on a regular basis. The superior service that those customers enjoy then leads to the best advertising of all - word of mouth testimonials to fellow customers/consumers who have a myriad of choices but who ultimately choose Enterprise. Bravo to Enterprise and to author Kazanjian for bringing forward this success story in Exceeding Customer Expectations!

Excellent Book On How To Really Deliver Great Customer Service

I found this book to be one of the best I've come across for showing what you can do to really create lifetime customers. It truly starts with doing the right things for your employees and training them to always acknowledge and make customers feel welcome and appreciated. I found the examples from Enterprise to be inspiring and enlightening, and especially enjoyed learning about the company's unique program for compensating and motivating employees. The book is well written and the lessons really do apply to any kind of business. I highly recommend it whether you are looking to improve customer service, increase employee loyalty and retention, or make your business operate more efficiently.