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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: Gary Telles Publisher: Penguin Random House Format: Unabridged 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 nation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the time-tested strategies that have helped Enterprise grow from a single location in a 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 and commit to improving their experience 
  • Hire smart people at the bottom, and train them from the ground up
  • Implement 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
  • 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 hundred-yard dash. By mastering this principle, Enterprise has earned not only record profits, but also received numerous awards for customer service and gained 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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Quotes & Awards

  • “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 Opinions

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

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

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