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Exceeding Customer Expectations: What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers Hardcover – January 16, 2007

3.8 out of 5 stars 23 ratings

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Editorial Reviews

From Publishers Weekly

This love letter to Enterprise Rent-A-Car is also a comprehensive case study on how a company grows from an idea into a multibillion-dollar corporation within its founder's lifetime. But just as the company's first "We Pick You Up" commercial was aimed at both company insiders and consumers, this book has the feel of an internal communication on the company's 50th anniversary. Despite excessive enthusiasm and a somewhat repetitive writing style, Kazanjian (The Market Masters, etc.) does offer insight into how a company can succeed by remaining focused on motivating employees to satisfy customers completely. Drawing on examples from Enterprise's history, he emphasizes that focusing on customer satisfaction must permeate every aspect of operations. While Kazanjian's themes are not revolutionary, he convinces that helping employees improve service to customers attracts more customers, so the company and its profit-sharing employees prosper. (Jan.)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.

Review

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

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

Product details

  • Item Weight : 14.7 ounces
  • Hardcover : 256 pages
  • ISBN-10 : 0385518323
  • ISBN-13 : 978-0385518321
  • Product Dimensions : 5.69 x 0.98 x 8.52 inches
  • Publisher : Crown Business (January 16, 2007)
  • Language: : English
  • Customer Reviews:
    3.8 out of 5 stars 23 ratings