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  The author’s credentials are substantial; he is the author of 24 previous books, a national speaker, and a marketing head for a financial services institution. His subject here is an important one. After all, what’s a business without customers? His book is an overview of the factors that create customer loyalty: dedicated employees, strong brand identification, service without question, marketing jones, smart business decisions (such as those around mergers and acquisitions), and technology. One case history predominates: that of Enterprise Rent-a-Car, a private, family-owned company (of course, other companies, such as Starbucks and Southwest Airlines, are mentioned). For readers new to the concept, these recaps—complete with charts and end-of-chapter summaries—will begin the learning process. --Barbara Jacobs "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 "The author's credentials are substantial; he is the author of 24 previous books, a national speaker, and a marketing head for a financial services institution. His subject here is an important one. After all, what's a business without customers? His book is an overview of the factors that create customer loyalty: dedicated employees, strong brand identification, service without question, marketing, smart business decisions (such as those around mergers and acquisitions), and technology." - Booklist Kirk Kazanjian is a leading authority on the latest trends in marketing, branding, and delivering excellent customer service in today’s fast-changing and ultra-competitive world. He has written some two dozen books and is a top marketing executive for one of the world’s largest financial services companies. A lifelong entrepreneur, Kazanjian is a popular speaker and former award-winning television news anchor and business reporter. He has appeared on a variety of media outlets, including CNBC, CNN, and Fox News Channel. His work has also been featured in such publications as Barron’s, Entrepreneur, Fortune, and USA Today. 1 Think Differently The world's greatest visionaries and entrepreneurs share several important traits. They are natural born leaders with big dreams and a bit of a rebellious edge. They are willing to take risks, without fear of failure. They are passionate about what they do. And, perhaps most of all, they think differently, approaching problems that others have failed to tackle in new or better ways. Among the modern-day business executives at the top of this list are people such as Steve Jobs, Walt Disney, Bill Gates, Warren Buffett, Mark Zuckerberg, Charles Schwab, Jeff Bezos, Sam Walton, and Phil Knight. The list also includes a number of famous corporate pairings, such as Larry Page and Sergey Brin, Ben Cohen and Jerry Greenfield, and Jack and Andy Taylor. If you've never heard of Jack Taylor or his son, Andy, before, you're certainly familiar with at leas