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Download Exceeding Customer Expectations: What Enterprise, America’s #1 Car Rental Company, Can Teach You About Creating Lifetime Customers Audiobook

Extended Audio Sample Exceeding Customer Expectations: What Enterprise, America’s #1 Car Rental Company, Can Teach You About Creating Lifetime Customers, by Kirk Kazanjian Click for printable size audiobook cover
3 out of 53 out of 53 out of 53 out of 53 out of 5 3.00 (26 ratings) (rate this audio book) Author: Kirk Kazanjian Narrator: Alan Sklar Publisher: Penguin Random House Format: Abridged Audiobook Delivery: Instant Download Audio Length: Release Date:
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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.

Download and start listening now!

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Listener Opinions

  • 1 out of 51 out of 51 out of 51 out of 51 out of 5 by Jeff | 1/30/2010

    " Basically a warm fuzzy endorsement of Enterprise car rental. "

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