Customer Loyalty & Retention

Best Practice: Enterprise Rent-A-Car

How does a private company come out of apparently nowhere to surpass the performance of such highly recognized Rental Car stalwarts as Hertz and Avis, achieve revenues of over $8 Billion a year, a fleet of over 600,000 vehicles, and market leadership in North America?

Enterprise Rent-A-Car has done just that in becoming the 17th largest privately held company in the U.S., by aligning their whole business system to deliver not just satisfaction but “complete satisfaction” that has lead to extraordinary levels of both customer and employee retention.

Every month Enterprise conducts statistically valid customer satisfaction surveys in each and every one of its 6500 field offices. And it doesn’t just conduct the surveys, it lives by them. The company recognizes that a “completely satisfied” customer is more than 3 times as likely to return as a “satisfied” one. So results are tabulated and constantly compared across field offices, resulting in plans that improve performance outcome.

Key steps are taken to deeply ingrain a performance orientation in the company’s culture. For example, there is recognition that unless a branch is regularly marked in the upper half of all offices, those running the branch are not eligible for inclusion in the promotion pool. And since virtually every new management employee at Enterprise gets their start in the field branch offices, the pursuit of “complete satisfaction” has been bred into every existing level of the company.

If you’d like to explore how you might leverage your unique approach to the market in driving customer satisfaction and loyalty into substantially increased business performance, simply give us a call 203-256-9944, ext. 11. We’d love to explore your needs.

Contact John Hawkins for more information.