Questions -- The importance of customer service at Enterprise Rent-A-Car 1. Describe in your own way the simple technique that Enterprise used to find out how satisfied its customers were with their service. The management team at Enterprise Rent-A-Car developed a simple but highly effective way of finding out what keeps customers happy. They created a questionnaire for customers based on two questions: a. How would you rate your last Enterprise experience? This is ranked on a scale from ‘completely
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Enterprise rent-a-car I. Background information a. About ERAC A private car rental business with a fleet more than 850 000 vehicles‚ founded in 1957 Based in St Louis‚ Missouri‚ serving US‚ Canada‚ Germany‚ Ireland and Puerto Rico and UK Largest car rental company in North America Highest customer satisfaction for rental car and rental car in airport 95% of customer say they are satisfy with the service Largest purchaser of car in the world b. Marketing mix Customers: ERAC serves these
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Rosewood Hotels & Resorts‚ a private luxury hotel management company running a collection of 12 individually branded hotels and resorts across multiple countries‚ is wondering how to increase cross-property stays and increase lifetime customer retention. The luxury hotels under Rosewood follow individual branding which provides freedom and a sense of uniqueness—but without the support of a major affiliation and it is also tailored to the local community and culture. The major issues faced
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Enterprise Rent-A-Car is one of the largest car rental companies in North America. It specializes in providing customers temporary or a replacement vehicle. Jack Taylor founded the company in 1957 where he started Enterprise Rent-A-Car as an Executive Leasing Company with only seven cars. The company began leasing cars for longer periods. Later on executive leasing launched itself as a short-term rental operation with 17 cars plus a car sales division. That’s when the company changed its name
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CASE 7 ENTERPRISE RENT-A-CAR Kevin Kirkman receives a Service Quality Survey in the mail from Enterprise Rent-A-Car. Kevin had been involved in a wreck earlier in the month and had rented a replacement car from Enterprise while his car was being repaired. Enterprise routinely surveys one of each 20 customers after completion of a rental. Enterprise used the survey to determine the percentage of customers who were completely satisfied‚ which produced the Enterprise Service Quality Index (ESQi)
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ENTERPRISE BUILDS ON PEOPLE When most people think of car rentals firms‚ the names of Hertz and Avis usually comes to mind. But in the last few years‚ Enterprise Rent-A-Car has overtaken both these industry giants and today it stands as both the largest and the most profitable business in the car rental industry. In 2001‚for instance the firm had sales in excess of $6.3 bn and employed over 50‚000 people. Jack Taylor started Enterprise in St Louis in 1957.Taylor had a unique strategy in mind
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"Enterprise Rent-A-Car" Case Recap and key facts: Promotion is the primary motivator for employees at Enterprise. Promotion depends on individual and branch-level factors. Employees compete for bonuses. Promotions on a branch-basis depends on scores based on the ESQi (Enterprise Service Quality Index). Relates to goal commitment and task strategies. Problem Statement: Is it fair to base promotions and transfers for employees on the Enterprise Service Quality Index (ESQi)? Components of the Problem:
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protection act 1998 There are many advantages to Enterprise rent a car and there customers on of them being that if they abide by the data protection act its easier for them to do so as they don’t need to necessarily protect someone’s data for a long time and they can actually dispose of it when its not needed any more. This gives them more space to store new data that they may need to. Another advantage for customers is that when enterprise rent a car store their data they do not need to worry as they
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eQuestions 1. Who are Enterprise Rent-A-Car customers? The main customers are who need a replacement vehicle because of an accident‚ repair or theft. Or just to rent a car to sightsee country and to get around. All customers are those who rent a car within a company . 2. What is human capital? The set of skills which an employee learn on the job‚ through training and experience‚ and which increase that employee’s value in the marketplace. 3. Distinguish between market orientated
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Enterprise Rent-A-Car For a business it is very important to find the best location. Making that decision can help you to get more customers and operate efficiently and gaining profit. The largest car rental company in UK and they tried to keep their personal feel of a small business. Managers of branches are given the control and freedom to do what they want to their branches and see to the need for their local area and operate upon it. In that perspective the company set its own values and
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