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Driving Loyalty: Turning Every Customer and Employee Into a Raving Fan for Your Brandby Kirk Kazanjian
Synopses & Reviews
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
"Kazanjian (Exceeding Customer Expectations) uses Enterprise Holdings (owner of Enterprise, National, and Alamo rental cars) as a model in this 'guide to running an employee-centered company that caters to its customers.' Through discussions about Enterprise — and other large corporations — Kazanjian covers the basics of how to build a business: the power and importance of employees, leadership, customer service, mergers and acquisitions, and marketing. Although the lessons are general in nature, specifics of Enterprise's business model and the car rental industry muddle the overall message. Kazanjian has opted for a certain trade-off of range over clarity, covering with equal weight both the creation of customer loyalty and the importance of employee value, where other books might have chosen just one of those topics. Even so, 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 Copyright PWxyz, LLC. All rights reserved.
A practical, story-driven book on the importance of building and inspiring loyalty among employees, customers, clients, and vendors, based on the lessons learned from the phenomenally successful Enterprise car rental company.
Building an army of loyal customers and devoted employees is essential in today's competitive world. In Driving Loyalty, management expert Kirk Kazanjian, drawing from the experience of Enterprise, the 14 billion-dollar global car rental powerhouse reveals the secrets behind wowing customers and engaging employees. As Enterprise founder Jack Taylor said in establishing the company in 1957, "Take care of your customers and employees first, and the profits will follow."
About the Author
A lifelong entrepreneur, KIRK KAZANJIAN graduated from USC with honors. An award-winning business reporter, his stories have appeared regularly on CNN Headline News and ABC-affiliate stations across the country. An executive at several leading financial service companies, he currently heads marketing for one of the largest wealth management firms in the country. He is the author/developer of a number of books, including Exceeding Customer Expectations and The Bear Necessities of Business, with Build-A-Bear Workshop founder and CEO Maxine Clark. He has appeared on Fox News, CNBC, CNN, and Bloomberg, and has been featured in Fortune, USA Today, Barron's, and Entrepreneur.
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