Driving Loyalty by Kirk Kazanjian
Turning Every Customer and Employee into a Raving Fan for Your Brand

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Synopsis

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 

 

About Kirk Kazanjian

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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.



Author Residence: Los Angeles, CA
 
Published April 23, 2013 by Crown Business. 272 pages
Genres: Business & Economics, Science & Math. Non-fiction

Unrated Critic Reviews for Driving Loyalty

Publishers Weekly

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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 cater

Feb 11 2013 | Read Full Review of Driving Loyalty: Turning Ever...

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