Exceeding Customer Expectations by Kirk Kazanjian audiobook

Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers

By Kirk Kazanjian
Read by Alan Sklar

Random House Audio
6.43 Hours Abridged
Format: Digital Download (In Stock)
  • $15.00
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    ISBN: 9780739342046

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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.

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Summary

Summary

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.

Editorial Reviews

Editorial Reviews

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
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
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
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
Advance acclaim for Exceeding Customer Expectations:

Reviews

Reviews

Author

Author Bio: Kirk Kazanjian

Author Bio: Kirk Kazanjian

Kirk Kazanjian is a leading authority on the latest trends in marketing, branding, and delivering excellent customer service in today’s fast-changing and ultra-competitive world. He has written some two dozen books and is a top marketing executive for one of the world’s largest financial services companies. A lifelong entrepreneur, Kazanjian is a popular speaker and former award-winning television news anchor and business reporter. He has appeared on a variety of media outlets, including CNBC, CNN, and Fox News Channel. His work has also been featured in such publications as Barron’s, Entrepreneur, Fortune, and USA Today.

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Details

Details

Available Formats : Digital Download
Runtime: 6.43
Audience: Adult
Language: English