The famous quote, “Culture eats strategy for breakfast,” attributed to Peter Drucker, perfectly illustrates Enterprise Rent-A-Car’s success with National Car Rental and Alamo. This case study highlights how a strong customer-centric culture transformed acquired companies and propelled them to leadership positions in customer satisfaction.
Enterprise’s journey from a local St. Louis company to a global leader wasn’t solely based on strategic location or aggressive sales. Their core strength lies in a deeply ingrained culture of exceptional Enterprise Car Hire Customer Service. This has been consistently recognized by J.D. Power and Business Week, placing them among the top customer service brands worldwide.
While Hertz once dominated the car rental industry, Enterprise’s disruptive approach focused on non-traditional, neighborhood locations, serving customers needing replacement vehicles. This strategy, coupled with their unwavering commitment to customer service, propelled them to the number one spot.
The true testament to Enterprise’s culture came with the acquisition of National Car Rental and Alamo. Initially, these brands lagged in customer service rankings. However, within two years of the acquisition, both companies joined Enterprise in the top tier. Enterprise claimed the top spot, National second, and Alamo fourth.
The Power of Culture in Enterprise Car Hire Customer Service
This remarkable turnaround wasn’t achieved through operational efficiency alone. Enterprise strategically infused its customer-centric culture into National and Alamo. While National catered to business travelers seeking speed and convenience, and Alamo focused on budget-conscious customers, Enterprise prioritized the customer experience across all brands.
The three companies had distinct operational models. Enterprise lacked a strong airport presence, while National and Alamo thrived in this area. However, Enterprise leveraged the operational expertise of its acquisitions while implementing its proven customer-focused culture.
Leadership Vision and Consistent Results
Andy Taylor, Chairman and CEO of Enterprise Holdings, emphasized the personal connection to the business and the unwavering commitment to customer satisfaction. His vision materialized in 2012 when all three brands secured the top three spots in the J.D. Power customer satisfaction rankings.
This success has been sustained. In the 2015 J.D. Power Customer Satisfaction Report, Enterprise, National, and Alamo maintained their top three positions, demonstrating a significant six-point increase since 2012. This consistent performance underscores the long-term impact of a strong customer-focused culture.
Conclusion: A Recipe for Success in Enterprise Car Hire Customer Service
Enterprise’s success story serves as a compelling example of how a customer-centric culture can drive business performance. By prioritizing the customer experience and integrating a strong culture into acquired companies, Enterprise transformed National and Alamo into customer service leaders. Their journey demonstrates that investing in culture is a key ingredient for long-term success in the competitive car rental industry. Enterprise didn’t just acquire companies; they cultivated a culture of exceptional enterprise car hire customer service, proving that culture truly does eat strategy for breakfast.
