DRIVING LOYALTY Turning Every Customer and Employee Into a Raving Fan for Your Brand

Narrating this sequel to the author’s 2007 book on Enterprise Rent-a-Car’s phenomenal success, Jonathan Yen unfolds his syllables more slowly than in the typical business audio. It’s a feature of his performance that relaxes his message and provokes reflection without taking energy away from the author’s powerful ideas. With many references to Enterprise’s history and current practices, Kazanjian’s broad list of suggestions draws from the company’s many customer service initiatives, its relentless efforts to keep employees engaged, and many other aspects of the company’s success. The book is packed with one exciting idea after another, all easy to absorb because of Yen’s thoughtful reading. More than a strategy lesson, the audio is an inspiring story of how devotion to core principles can lead to outstanding results. T.W. © AudioFile 2014, Portland, Maine [Published: MARCH 2014]