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Must-reading for every manager, entrepreneur, corporate executive, and anyone looking to increase customer satisfaction, boost employee engagement, and significantly enhance the bottom line.
In order to build a successful company today, you must create an unbreakable bond of loyalty between your customers and employees. Few have done this better than Enterprise Holdings, owner of the Enterprise, National, and Alamo rental car brands.
While Enterprise has long been known for offering excellent customer service, it faced a huge challenge after buying National and Alamo in 2007. Among other things, it had to integrate different cultures, manage a varied workforce, and meet the needs of a much larger and highly divergent customer base.
In Driving Loyalty, you’ll get an inside look at how Enterprise began operating these three distinct brands in a way that ultimately led to rising profitability and some of the highest customer and employee satisfaction scores in the industry. You’ll also discover how other thriving companies—from JetBlue and Starbucks to Costco and even Chobani Yogurt—use similar techniques to outsmart the competition and turn customers and employees into raving fans.
Driving Loyalty provides a blueprint that businesses of all types can use to deliver exceptional customer service, create a high-performing work environment, build strong brands, instill loyalty, market effectively online and off, and, in turn, power overall performance.
In the pages of Driving Loyalty, you'll learn:
- Specific strategies for offering exceptional service that will help to increase sales and grow your business.
- Principles for developing engaged, high-performing teams
- Why the rules of brand building differ based on your target audience
- How to effectively leverage social media to better connect with your customers and employees
- Why forming strong partnerships can take your company--and your career--to the next level
- And much more
- Sales Rank: #985479 in eBooks
- Published on: 2013-04-23
- Released on: 2013-04-23
- Format: Kindle eBook
From Booklist
The author’s credentials are substantial; he is the author of 24 previous books, a national speaker, and a marketing head for a financial services institution. His subject here is an important one. After all, what’s a business without customers? His book is an overview of the factors that create customer loyalty: dedicated employees, strong brand identification, service without question, marketing jones, smart business decisions (such as those around mergers and acquisitions), and technology. One case history predominates: that of Enterprise Rent-a-Car, a private, family-owned company (of course, other companies, such as Starbucks and Southwest Airlines, are mentioned). For readers new to the concept, these recaps—complete with charts and end-of-chapter summaries—will begin the learning process. --Barbara Jacobs
Review
"The book steadfastly holds to a maxim from Enterprise's founder, Jack Taylor, 'Take care of your customers and employees first, and the profits will follow." - Publishers Weekly
"The author's credentials are substantial; he is the author of 24 previous books, a national speaker, and a marketing head for a financial services institution. His subject here is an important one. After all, what's a business without customers? His book is an overview of the factors that create customer loyalty: dedicated employees, strong brand identification, service without question, marketing, smart business decisions (such as those around mergers and acquisitions), and technology." - Booklist
"There's no way you can read this book without taking away some great ideas and concepts that will help you grow yourself and your business." -David C. Novak, chairman and CEO, Yum! Brands, Inc.
"Driving Loyalty provides an excellent roadmap for how to succeed in building your brand, motivating your team, and delighting your customers regardless of the underlying economy." -Matthew J. Slaughter, professor of management, Tuck School of Business at Dartmouth
"Enterprise is one of the truly great service companies. In Driving Loyalty, you’ll learn how its synthesis of outstanding leadership, unique management systems, and innovative marketing have led to fantastic success." -Frederick W. Smith, chairman, president and CEO, FedEx Corporation
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.
Most helpful customer reviews
8 of 9 people found the following review helpful.
Great Book on Creating a Postive Customer/Employee Experience
By Keith Staussen
This is really a fantastic book for anyone looking to improve customer service, engage employees and market more effectively. While Enterprise is used as a primary case study, there are lessons from a number of other top companies, combined with the author's own in-depth expertise. "Driving Loyalty" is an easy read, but packs a punch with lots of information and tips that I've already begun to use in my business. I highly recommend it.
1 of 1 people found the following review helpful.
Don't bother even if you're bored outa your gourd
By Sahil
This book was given to every employee to promote a sense of belonging, be part of something good. Save your money instead of giving it to an over-rated, un-original mediocre 'writer'.
Everyone knows it's good for business to have loyal customers, the author is simply ranting the same song as it has been a while since it's last attempt at writting, which failed equally.
The company on the outsides is good, as they beat the competition out of the market, at the cost of straining and draining the life out of its own workforce, this is the gist of this book!
0 of 0 people found the following review helpful.
no matter what your business is this book is loaded with great tips.
By ale1964
excellent book. no matter what your business is, you can learn something from this well written book. its full of excellent business tips that worked for enterprise and can work for your business.
Think about it. Enterprise created a $15 billion dollar business from nothing. this book tells how they did it. Isn't that info worth having? could be the best $4 i've ever spent.
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