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Exceeding Customer Expectations
What Enterprise, America's #1 car rental company, can teach you about creating lifetime customers
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Exceeding Customer Expectations
Narrado por:
Alan Sklar
Compra ahora por 12,99 €
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Narrado por:
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Alan Sklar
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De:
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Kirk Kazanjian
Acerca de este título
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.©2007 Literary Productions; (P)2007 Random House Inc. Random House Audio, a division of Random House Inc.
Reseñas de la crítica
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
“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
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