Case analysis Assignment Example | Topics and Well Written Essays - 1000 words

Case analysis - Assignment Example With time, the Enterprise devised other strategies that were more attractive to the customer than the competitors’ and that included the door-to-door and drop-off services. This was important in developing as well as improving relationships with the customers and taking reliability to another level. The service involved picking the customers from their homes and dropping them off and increased the company’s market share after establishment of the â€Å"We’ll Pick You Up† campaign. The company’s pre-established culture was also customer oriented through a founding value that viewed customer service as Enterprise’s way of life. Second, Enterprise had invested in training their employees to be customer oriented. When hiring employees, the company sought for employees with customer-specific characteristics that include customer service skills, flexibility, and good communication skills. Third, the company ensured that their customer experience was convenient mostly with respect to the cars and the reception that the customers received when they visited the company. The customer experience maintained three major aspects that they fulfilled in the best way possible that incorporated the cleanliness of the cars, the transaction speed, and the attitude as well as the helpfulness of the employees. Lastly, the company encouraged the customers to give feedback on the quality of the services they received. The company wanted to improve repeat purchase through feedback. For instance, the customers were asked if they were completely satisfied or just satisfied. Although the vast majority stated that they were completely satisfied, the company sought to resolve issues with the customers that were not completely satisfied by asking them whether they would accept a call from the branch manager. The Enterprise acquired several assets to enable itself in providing the best services. First, the company did not