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

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

Kirk Kazanjian

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.

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.
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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.

Language:

English

Narrators:

Gary Telles

Length:

8h 24m


Chapters

Chapter 1
Chapter 1

00:23


Chapter 2
Chapter 2

04:36


Chapter 3
Chapter 3

06:57


Chapter 4
Chapter 4

05:28


Chapter 5
Chapter 5

06:17


Chapter 6
Chapter 6

05:27


Chapter 7
Chapter 7

04:03


Chapter 8
Chapter 8

03:57


Chapter 9
Chapter 9

04:49


Chapter 10
Chapter 10

03:43


Chapter 11
Chapter 11

05:06


Chapter 12
Chapter 12

03:58


Chapter 13
Chapter 13

05:36


Chapter 14
Chapter 14

05:50


Chapter 15
Chapter 15

03:48


Chapter 16
Chapter 16

03:25


Chapter 17
Chapter 17

04:38


Chapter 18
Chapter 18

04:34


Chapter 19
Chapter 19

04:45


Chapter 20
Chapter 20

01:27


Chapter 21
Chapter 21

03:49


Chapter 22
Chapter 22

03:38


Chapter 23
Chapter 23

05:36


Chapter 24
Chapter 24

02:23


Chapter 25
Chapter 25

04:58


Chapter 26
Chapter 26

03:24


Chapter 27
Chapter 27

04:53


Chapter 28
Chapter 28

02:22


Chapter 29
Chapter 29

05:38


Chapter 30
Chapter 30

05:24


Chapter 31
Chapter 31

04:12


Chapter 32
Chapter 32

03:38


Chapter 33
Chapter 33

03:56


Chapter 34
Chapter 34

01:34


Chapter 35
Chapter 35

02:25


Chapter 36
Chapter 36

06:20


Chapter 37
Chapter 37

05:13


Chapter 38
Chapter 38

04:02


Chapter 39
Chapter 39

03:28


Chapter 40
Chapter 40

04:27


Chapter 41
Chapter 41

03:23


Chapter 42
Chapter 42

03:41


Chapter 43
Chapter 43

01:25


Chapter 44
Chapter 44

04:29


Chapter 45
Chapter 45

04:11


Chapter 46
Chapter 46

06:00


Chapter 47
Chapter 47

03:40


Chapter 48
Chapter 48

04:50


Chapter 49
Chapter 49

03:25


Chapter 50
Chapter 50

03:17


Chapter 51
Chapter 51

04:28


Chapter 52
Chapter 52

03:13


Chapter 53
Chapter 53

04:02


Chapter 54
Chapter 54

04:51


Chapter 55
Chapter 55

04:09


Chapter 56
Chapter 56

03:45


Chapter 57
Chapter 57

04:17


Chapter 58
Chapter 58

03:57


Chapter 59
Chapter 59

06:08


Chapter 60
Chapter 60

01:05


Chapter 61
Chapter 61

04:14


Chapter 62
Chapter 62

02:25


Chapter 63
Chapter 63

02:12


Chapter 64
Chapter 64

05:42


Chapter 65
Chapter 65

04:14


Chapter 66
Chapter 66

03:51


Chapter 67
Chapter 67

04:36


Chapter 68
Chapter 68

03:30


Chapter 69
Chapter 69

02:59


Chapter 70
Chapter 70

01:47


Chapter 71
Chapter 71

04:53


Chapter 72
Chapter 72

04:13


Chapter 73
Chapter 73

03:38


Chapter 74
Chapter 74

04:30


Chapter 75
Chapter 75

03:41


Chapter 76
Chapter 76

06:15


Chapter 77
Chapter 77

06:13


Chapter 78
Chapter 78

04:24


Chapter 79
Chapter 79

06:02


Chapter 80
Chapter 80

03:49


Chapter 81
Chapter 81

04:07


Chapter 82
Chapter 82

03:10


Chapter 83
Chapter 83

06:34


Chapter 84
Chapter 84

02:41


Chapter 85
Chapter 85

05:04


Chapter 86
Chapter 86

06:18


Chapter 87
Chapter 87

03:47


Chapter 88
Chapter 88

03:39


Chapter 89
Chapter 89

05:44


Chapter 90
Chapter 90

02:40


Chapter 91
Chapter 91

03:26


Chapter 92
Chapter 92

03:09


Chapter 93
Chapter 93

05:32


Chapter 94
Chapter 94

04:12


Chapter 95
Chapter 95

06:03


Chapter 96
Chapter 96

02:21


Chapter 97
Chapter 97

06:01


Chapter 98
Chapter 98

03:11


Chapter 99
Chapter 99

05:21


Chapter 100
Chapter 100

02:56


Chapter 101
Chapter 101

04:13


Chapter 102
Chapter 102

04:22


Chapter 103
Chapter 103

05:01


Chapter 104
Chapter 104

03:51


Chapter 105
Chapter 105

05:17


Chapter 106
Chapter 106

01:58


Chapter 107
Chapter 107

04:18


Chapter 108
Chapter 108

03:35


Chapter 109
Chapter 109

04:36


Chapter 110
Chapter 110

02:32


Chapter 111
Chapter 111

04:44


Chapter 112
Chapter 112

02:31


Chapter 113
Chapter 113

02:08


Chapter 114
Chapter 114

03:58


Chapter 115
Chapter 115

02:13


Chapter 116
Chapter 116

03:27


Chapter 117
Chapter 117

04:35


Chapter 118
Chapter 118

02:43


Chapter 119
Chapter 119

05:28


Chapter 120
Chapter 120

03:34


Chapter 121
Chapter 121

01:21


Chapter 122
Chapter 122

02:57


Chapter 123
Chapter 123

01:51


Chapter 124
Chapter 124

05:32


Chapter 125
Chapter 125

00:37