Exceeding Customer Expectations: What Enterprise, America’s #1 car rental company, can teach you about creating lifetime customers
- ISBN13: 9780385518321
- Condition: NEW
- Notes: Brand New from Publisher. No Remainder Mark.
Product Description
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 rules
In 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.
Buy from AMAZON –> Exceeding Customer Expectations: What Enterprise, America’s #1 car rental company, can teach you about creating lifetime customers
If Enterprise really cares about customer service, why have their customers created one of the largest and most vocal customer service complaint web sites with tens of thousands of discussion board posts about how horrible their customer service is?
See the site at Failing Enterprise (dot) com.
This book is purely public relations propaganda designed to whitewash over their myriad problems.
Rating: 1 / 5
EXCEEDING CUSTOMER EXPECTATIONS by Kirk Kazanjian may be viewed in a variety of ways. Many will consider this book nothing more than a marketing campaign, and in large part, they would be correct. However, I find no fault in that. If that were the intention of the people at Enterprise, it is ingenious. They certainly won my loyalty, not that I ever have much need to rent a vehicle, but if I ever do,….
Others might view this book just as the title opines, an instructional treatise on customer service. They too would be correct, but only to a certain degree. I say that because I found the book to be more of a business model. In fact, I would say this book is broken down thusly; 50% business model, 30% Enterprise company history and 20% customer service. Therefore, my only big knock on this book is the title, which leads the reader to believe customer service is the primary focus here. It is not. That is not to say, however, that readers will not glean valuable information on customer service, just not as much as this reader would have liked.
The book reads well and Kazanjian is to be commended for his work, but I do not believe the story paints quite the intended picture. I found in large part, the Enterprise Company bumbled its way into prosperity because a few headstrong employees refused to follow company policy! A good example is the Enterprise “we’ll pick you up” mantra. I won’t give too much of the book away, but this and other business innovations within the company happened by chance. Please do not mistake this as ridicule of the company. Enterprise is certainly a gem in today’s marketplace, just understand that according to this book, much of the company’s success wasn’t planned that way. Perhaps that in and of itself is what has made them successful; their ability to adapt.
I would like to make one other observation about the title of the book. My fear is that many will miss out on this book because of the title. This is an excellent resource for constructing a business model and is, at best, a mediocre source on customer service. If you are on a quest for knowledge on “exceeding customer expectations” you will likely be disappointed here as there are certainly more informative volumes available.
Rating: 4 / 5
Enterprise is the best, and this book tells us exactly why. Take care of your customers and employees first, then the profits will follow. Well written, easily understood, this is a book that anyone having anything to do with customer service should read. Learn the secret that makes Enterprise Rent-a-Car so succussful. Well worth the read.
Rating: 5 / 5
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.
Rating: 5 / 5
This book was well written and told a nice story about a very successful company, Enterprise Rent-a-Car. But something seemed to be missing here: Reality.
All the business jargon sounds good, and may have been the way the company used to do business, but that business model isn’t working in today’s recessionary times. They’re not making as much money, their employee morale is low, their turnover is high, and their customer service, while not horrible, isn’t what it used to be. Something’s gone wrong, and this book does nothing to find out what went wrong, or since it was written a while back—what was about to go wrong.
Maybe the author should do a follow up piece, but I don’t think this one would get the corporate stamp of approval this time around.
But at least it might be a more realistic depiction of the way things are in today’s business climate.
Rating: 2 / 5