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My regret: Not tracking customer service sooner
As Enterprise Rent-A-Car approached its fiftieth anniversary, CEO Andy Taylor looked to the future. He worried that concerns about global warming could transform the world’s largest fleet of rental cars from an asset to a public relations nightmare. Eager to anticipate and get ahead of the changing attitudes of customers, he spearheaded Enterprise’s carbon-offsets program, which allows renters to contribute $1 to environmental projects to offset their carbon emissions. Today, one of the richest men in America says his biggest regret relates to keeping track of his customers' experiences. "In 1996, we implemented a system to measure customer service," he told Inc. "I wish we had done it earlier."