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

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Description:

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:

Alan Sklar

Length:

6h 27m


Chapters

Free Sample

05:00

Chapter 1
Chapter 1

06:12


Chapter 2
Chapter 2

05:15


Chapter 3
Chapter 3

03:36


Chapter 4
Chapter 4

04:23


Chapter 5
Chapter 5

06:06


Chapter 6
Chapter 6

04:46


Chapter 7
Chapter 7

05:26


Chapter 8
Chapter 8

04:55


Chapter 9
Chapter 9

04:34


Chapter 10
Chapter 10

06:45


Chapter 11
Chapter 11

04:56


Chapter 12
Chapter 12

06:02


Chapter 13
Chapter 13

04:32


Chapter 14
Chapter 14

05:41


Chapter 15
Chapter 15

04:19


Chapter 16
Chapter 16

05:09


Chapter 17
Chapter 17

04:17


Chapter 18
Chapter 18

04:55


Chapter 19
Chapter 19

05:06


Chapter 20
Chapter 20

04:41


Chapter 21
Chapter 21

04:45


Chapter 22
Chapter 22

04:53


Chapter 23
Chapter 23

04:59


Chapter 24
Chapter 24

05:38


Chapter 25
Chapter 25

06:03


Chapter 26
Chapter 26

06:13


Chapter 27
Chapter 27

05:22


Chapter 28
Chapter 28

04:22


Chapter 29
Chapter 29

05:19


Chapter 30
Chapter 30

05:51


Chapter 31
Chapter 31

02:20


Chapter 32
Chapter 32

04:45


Chapter 33
Chapter 33

05:23


Chapter 34
Chapter 34

05:35


Chapter 35
Chapter 35

05:02


Chapter 36
Chapter 36

06:10


Chapter 37
Chapter 37

05:21


Chapter 38
Chapter 38

04:35


Chapter 39
Chapter 39

05:09


Chapter 40
Chapter 40

05:16


Chapter 41
Chapter 41

05:32


Chapter 42
Chapter 42

05:46


Chapter 43
Chapter 43

03:07


Chapter 44
Chapter 44

04:20


Chapter 45
Chapter 45

04:21


Chapter 46
Chapter 46

04:46


Chapter 47
Chapter 47

05:27


Chapter 48
Chapter 48

05:13


Chapter 49
Chapter 49

03:45


Chapter 50
Chapter 50

04:09


Chapter 51
Chapter 51

06:38


Chapter 52
Chapter 52

03:50


Chapter 53
Chapter 53

03:47


Chapter 54
Chapter 54

06:16


Chapter 55
Chapter 55

05:06


Chapter 56
Chapter 56

05:47


Chapter 57
Chapter 57

03:15


Chapter 58
Chapter 58

05:23


Chapter 59
Chapter 59

05:19


Chapter 60
Chapter 60

04:14


Chapter 61
Chapter 61

03:36


Chapter 62
Chapter 62

05:47


Chapter 63
Chapter 63

04:48


Chapter 64
Chapter 64

05:44


Chapter 65
Chapter 65

05:00


Chapter 66
Chapter 66

04:07


Chapter 67
Chapter 67

05:26


Chapter 68
Chapter 68

05:20


Chapter 69
Chapter 69

05:14


Chapter 70
Chapter 70

04:30


Chapter 71
Chapter 71

04:35


Chapter 72
Chapter 72

05:12


Chapter 73
Chapter 73

04:17


Chapter 74
Chapter 74

03:56


Chapter 75
Chapter 75

04:24


Chapter 76
Chapter 76

03:43


Chapter 77
Chapter 77

05:36


Chapter 78
Chapter 78

05:39