Top Box: Rediscovering Customer Satisfaction Harvard Case Solution & Analysis

In the early 1990s, Enterprise Rent-A-Car is booming, but the future general manager Andy Taylor grew concerned that the quality and consistency of customer service can be a victim of this growth. Under his leadership, the company took the bold step of binding "promotion directly to their activities," the leaders in the field of execution of customer satisfaction, as measured by the monthly survey of customers, Enterprise Service Quality Index (ESQi). Many managers were skeptical at first. But after a ESQi firmly in place, the average estimate for the company "fully satisfied" customers began to rise -., and has been growing ever since, along with a market share of "Hide
by Andy Taylor Source: Business Horizons 12 pages. Publication date: 15 September 2003. Prod. #: BH094-PDF-ENG

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Top Box: Rediscovering Customer Satisfaction

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