"Exceeding Customer Expectations"

Paper Summary:

This paper examines the book, "Exceeding Customer Expectations" by Kirk Kazanjian, and looks at how Kazanjian talks about the formation and operation of the Enterprise Car Rental Company. The paper discusses how the author ascribes the company's success to its approach to customer service. The paper further relates that the book tells the reader what elements of customer service benefit a company, how to include them in a business plan, how to deal with problems as they arise and how to learn lessons from the Enterprise experience and apply them to any business.

From the Paper:

"Kazanjian offers insight into how a company can succeed, suggesting that it needs to remain focused on motivating employees to satisfy customers completely. The history of Enterprise serves as his model, and he then emphasizes ways that focusing on customer satisfaction must be considered throughout a business operation and not simply in those areas that deal directly with the public. Of course, those areas need particular attention, but customer satisfaction begins with the design of a product, with packaging, with distribution, and indeed with every aspect of a company."

Sample of Sources Used:

• Kazanjian, Kirk. Exceeding Customer Expectations. New York: Doubleday, 2007.

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