What's the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nation's #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelled/helped Enterprise grow from a single location in St. Louis car dealership into a $9 billion global powerhouse, Exceeding customer expectations reveals how to: 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; Implement/Develop 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.