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

Exceeding Customer Expectations: What Enterprise, Americas #1 Car Rental Company, Can Teach You About Creating Lifetime Customers Audiobook, by Kirk Kazanjian Extended Sample Click for printable size audiobook cover
Author: Kirk Kazanjian Narrator: Gary Telles Publisher: Penguin Random House Format: Unabridged Audiobook Delivery: Instant Download Audio Length: Release Date: January 2007 ISBN: 9781415935521
3 out of 53 out of 53 out of 53 out of 53 out of 5 3.00 (26 ratings) (rate this audio book)
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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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Quotes & Awards

  • 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
  • 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
  • “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

  • 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

  • “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 fifty years.”

    Ken Chenault, chairman and CEO, American Express

  • “A comprehensive case study on how a company grows from an idea into a multibillion-dollar corporation within its founder’s lifetime…Offer[s] insight into how a company can succeed by remaining focused on motivating employees to satisfy customers completely.”

    Publishers Weekly

Listener Reviews

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  • 1 out of 51 out of 51 out of 51 out of 51 out of 5 Jeff | 10/27/2007

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

About the Author

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.

About the Narrator

Graeme Malcolm is an actor and Earphones Award–winning audiobook narrator. He has performed on Broadway as Pharaoh in Aida and as Sir Edward Ramsay in The King and I. His television appearances include Law & Order, Follow the River, and Mr. Halpern and Mr. Johnson (with Laurence Olivier). His film credits include A Further Gesture, The Adventures of Sebastian Cole, and Reunion.