Exceeding Customer Expectations

  • by Kirk Kazanjian
  • Narrated by Alan Sklar
  • 6 hrs and 25 mins
  • Abridged Audiobook

Publisher's Summary

What's the secret to wowing your customers while maintaining a loyal and dedicated workforce? Drawing upon time-tested strategies that have propelled Enterprise, the nation's number-one car-rental company, from a single location in St. Louis to a $9-billion global powerhouse, noted business author Kirk Kazanjian reveals how your company can consistently outperform and outsmart the competition. It involves a simple philosophy espoused by Enterprise founder Jack Taylor: "Take care of your customers and employees first, and the profits will follow." By mastering this principle, Enterprise has earned 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 for satisfying both customers and employees that you can put to use right away, no matter what your business or industry.

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What the Critics Say

"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." (Publisher's Weekly)
"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)

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Book Details

  • Release Date: 12-11-2006
  • Publisher: Random House Audio