Customer focus for successful business strategy at Eurodollar

Abstract

Describes how Eurodollar, a car and van rental company, developed a measurement system to gauge customer needs and assess internal standards of service. Outlines the development of a series of service standards which covered the business, including a generic set for either the head office or branches and, more importantly, a set of local standards initiated by each internal department which focus specifically on issues affecting daily contact with customers. The system of internal measurement is reinforced with a powerful recognition programme, in the form of a regular roll of honour based on teams and their relevant status of gold, silver and bronze achievement.

Citation

Leigh, J. (1995), "Customer focus for successful business strategy at Eurodollar", Managing Service Quality: An International Journal, Vol. 5 No. 4, pp. 25-30. https://doi.org/10.1108/09604529510796476