EXCEEDING CUSTOMER EXPECTATIONS

What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise Rent-A-Car, the nation’s #1 car rental company. Drawing upon the secrets and time-tested strategies that have helped Enterprise grow from a single location in the basement of a 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
	Hire smart people at the bottom and train them from the ground up
	Develop methods to reduce costs and add value for your customers in every interaction
	Grow your business by rewarding employees with financial incentives
	Form strong partnerships
	Thrive during tough economic times by bringing new advantages to the market
	Cultivate a fun and friendly environment where teamwork rules
	And much more.

Exceeding Customer Expectations imparts timeless lessons on satisfying both customers and employees that can be put to use right away, no matter what your business or industry.

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THE MARKET MASTERS

What strategies have made Wall Street's top investors so successful? What are their biggest mistakes and proudest accomplishments? How do they invest their own money? And what are the keys to finding the best stocks and bonds?

The Market Masters features one-on-one interviews with 18 of the world's leading mutual fund managers representing a variety of different styles—from growth gurus, value masters, bond wizards, and international globetrotters to specialists in such market sectors as technology, healthcare, financial services, and real estate. All have demonstrated track records for consistently outperforming the competition. These managers speak frankly about their proven strategies for beating the market in both good times and bad.

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MAKING DOUGH

Mention the words “Krispy Kreme” and people start licking their lips. The company inspires such loyal customer devotion that new store openings routinely cause traffic jams and attract widespread media attention.

How has Krispy Kreme managed to build such a successful brand and business, especially since it spends almost no money on advertising? And what can other businesses do to emulate Krispy Kreme’s amazing accomplishments? You’ll find the answers in Making Dough: the 12 Secret Ingredients of Krispy Kreme's Sweet Success.

Through exclusive insider interviews and colorful stories, you’ll go behind the counter to learn how this organization has managed to maintain a wholesome, small-town image, while achieving phenomenal success through a mixture of customer loyalty, high product standards, technological advancements, and community involvement. (Indeed, as recently noted by the media, much of the company’s recent challenges have come because it stopped following many of the time-tested rules set forth in Kirk’s book.)

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Kirk has also developed and edited numerous business books highlighting the successful marketing, customer service, and management practices of such companies as JetBlue, Build-A-Bear Workshop, Trader Joe’s, and Avon Products.

Click here to visit Kirk’s blog.