First, he discovered in work with Enterprise Rent-A-Car that a key to measuring loyalty was to give priority to the enthusiastic customers, i.e. those who were delighted.
Recently an executive with a major insurance firm shared a story about his experience with Enterprise Rent-A-Car, top in the 2010 JD Powers customer satisfaction study among rental car companies.
Enterprise Rent-A-Car had made startling inroads into a highly competitive market previously dominated by entrenched companies like Hertz and Avis by by keeping a tight focus on evangelists people who loved their company and would sing its praises to friends and colleagues.