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In the early 1990s, Enterprise Rent-A-Car was experiencing dramatic growth, but future CEO Andy Taylor grew concerned that the quality and consistency of customer service might become a victim of that growth. Under his direction, the company took the bold step of tying field managers' career advancement directly to their operations' customer satisfaction performance, as measured by a monthly customer survey, the Enterprise Service Quality index (ESQi). Many managers were skeptical at first. But after ESQi was firmly in place, the company's average score for "completely satisfied" customers began to climb--and has been climbing ever since, along with market share.

It's one thing for people to believe in providing superior customer service; it's quite another to keep busy, ambitious, and largely autonomous managers focused on delivering it. Here's how they did it at Enterprise Rent-A-Car.