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

Author: Kirk Kazanjian

Narrator: Gary Telles

Unabridged: 8 hr 21 min

Format: Digital Audiobook Download

Published: 01/16/2007

Synopsis

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 up
ImplementDevelop 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

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 gainedearned an enviable reputation as one of the world’s best companies to work for, won countless customer service awards, and enjoyed a nearly unbroken streak of record profits .

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.

About The Author

About the AuthorKIRK 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.

Reviews

Goodreads review by Don on October 13, 2013

uss enterprise, measure and track, make everyone feel special, over 2/3 leave due to poor treatment, $5 blades, kiss, dress professional, solid vocabulary, one price sales, Druker-manage what measure, lose company difference, esqi factor, 9 pt best/worse and 80 goal, visit stores meet staff individu......more

Goodreads review by Sam on July 19, 2015

Gives a history of the Taylor family's creation of Enterprise and extols on leadership advice based on their successful track record. Pleasing customers beyond expectations and building an engaged up petard mobile employee base passionate about customer service is the take away. Nothing earth shatte......more

Goodreads review by Hari on March 28, 2013

Good Book detailing the story of how one company grew from nothing to a major player in the car rental business. The author Kirk sometimes comes across as almost sucking up to the owners of the business but in general not a bad read. Borrow it, don't buy it. Definitely worth a read for anyone interes......more

Goodreads review by Devin on August 08, 2014

One big anecdote. I mean its cool to read about how Enterprise became the huge success it is today, but you can't just take everything they did and teach it as if it will work out for everyone else. 2.5 stars......more

Goodreads review by Jakob on October 30, 2013

Great business book, I got lots of inspiration from reading this book! Recommended.......more

Quotes

Advance acclaim for Exceeding Customer Expectations:

“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

“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.”
—Anne Mulcahy, Chairman and CEO, Xerox Corporation

“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.”
—Ken Chenault, Chairman and CEO, American Express

“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.”
—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

“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.”
—Fred Reichheld, author, The Ultimate Question: Driving Good Profits and True Growth

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