August 18, 2014


Editor's Analysis & Top Industry News

Sutton_Janice Setting Your Customer’s Expectations

This week in Fleet Man­age­ment Weekly marks the debut of a new monthly col­umn from cus­tomer expe­ri­ence speaker and author Jeof Bean. The first arti­cle in the series defines “Cus­tomer Expe­ri­ence.” He says “When you’re a com­pany seri­ously eying a cus­tomer lead­er­ship posi­tion so you can be bet­ter dif­fer­ent and more prof­itable, you need a con­sis­tent and well-known def­i­n­i­tion of cus­tomer expe­ri­ence.” Don’t miss ‘The Fleet Cus­tomer Expe­ri­ence Revolution. ’

We are huge fans of NETS and all that this ter­rific orga­ni­za­tion does to pro­mote safe dri­ving. We are espe­cially excited about the annual Drive Safely Work Week – this year slated for Octo­ber 6–10 – but you can chose your own dates for your orga­ni­za­tion as the free, down­load­able tool kit is undated. Learn more about the event: ‘NETS: Dri­ving Your Safety Cul­ture Home.’

Jan­ice Sut­ton
Exec­u­tive Editor

AFLA 2014 conference Powerful Keynote Speakers at the 2014 AFLA Conference

The Auto­mo­tive Fleet and Leas­ing Asso­ci­a­tion (AFLA) is excited to announce Scott Bur­rows, Wel­don Long and Vince Poscente as keynote speak­ers for its upcom­ing Annual Con­fer­ence to be held at the M Resort & Spa Casino in Las Vegas from Sep­tem­ber 7–10. These speak­ers will focus on dif­fer­ent aspects of pro­fes­sional devel­op­ment to com­ple­ment the indus­try spe­cific ses­sions held through­out the conference.

The AFLA Annual Con­fer­ence is much than just high pro­file keynote speak­ers. If you’re look­ing to net­work with lead­ers in the fleet indus­try, this is the place for you! READ MORE


VIDEO: You Can Combat Distracted Driving Right Now

There are ways to com­bat the dis­tracted dri­ving epi­demic that are avail­able to fleet man­agers right now — includ­ing cell phone block­ing tech­nol­ogy that pairs vehi­cles and phones together.

VIDEO: NAFA Moves You Forward
  CAFM Certification Enables Long Fleet Careers

This indus­try expert joined NAFA to learn about the fleet busi­ness, and quickly got his CAFM cer­ti­fi­ca­tion. He cred­its his involve­ment and cer­ti­fi­ca­tion in land­ing a fleet direc­tor posi­tion — and he’s been active in NAFA ever since.

Click here to watch video
VIDEO: On Fleet Managers' Minds
  One Public Fleet’s Current Concerns

The top con­cerns today for Chester­field County, Virginia’s 2,500 fleet vehi­cles include how to get around high fuel prices, and mak­ing sure to get proper train­ing from OEMs on cur­rent model year vehicles.

Click here to read more

The Fleet Spot

Kathi Crize 2014 CEI’s Kathi Croze to Speak on Accident Cost Management at Police Fleet Expo 2014

Kathi Croze, voted one of the most influ­en­tial women in the fleet indus­try, will show how police and gov­ern­ment fleets around the coun­try have increased their pro­duc­tiv­ity and saved time and money by out­sourc­ing their acci­dent man­age­ment pro­grams in a pre­sen­ta­tion this week at the Police Fleet Expo 2014 in Louisville, KY.

Ms. Croze, national sales man­ager for the gov­ern­ment fleet mar­ket at the CEI Group, Inc. (CEI), will make her pre­sen­ta­tion dur­ing an hour-long break­out ses­sion called “Acci­dent Cost Man­age­ment,” on Wednes­day, August 20. Join­ing her as pre­sen­ters in the ses­sion will be David Hen­richs, fleet man­ager of the Sara­sota County, Florida, sheriff’s office, a CEI acci­dent man­age­ment fleet cus­tomer, and Bill DeR­ousse of the Police Fleet Institute.


Damian Entrican FLD Taps Damian Entrican to Head Central Region Sales

FLD, Inc. has announced the addi­tion of Damian Entri­can as direc­tor of busi­ness devel­op­ment, cen­tral region. Entri­can has more than 15 years of expe­ri­ence in the auto­mo­tive indus­try. Prior to join­ing FLD, he served as sales man­ager for Insur­ance Auto Auctions.

“Damian’s back­ground in the auto­mo­tive indus­try and strong knowl­edge of our cen­tral mar­ket will be instru­men­tal as we con­tinue to expand across the coun­try,” said Gary Mott, vice pres­i­dent of FLD. “We are eager to develop and main­tain strong rela­tion­ships by lever­ag­ing Damian’s net­work and skill set.”

Jim Halliday PHH Arval’s Halliday Names Senior Management Team in Canada

Jim Hal­l­i­day, Pres­i­dent, North Amer­ica of PHH Arval — soon to be renamed Ele­ment Fleet Man­age­ment fol­low­ing its acqui­si­tion in July — has announced his senior man­age­ment team in Canada. Two are from Ele­ment, and two from PHH Arval: Pat Furgiuele, Sudha Dwivedi, Chris Git­tens, and Sumair Mirza.


world map NAFA IFA Helps Global Fleet Managers Make Sense of a Chaotic World

The world is not the most pre­dictable, calm place these days. Fleet man­agers with global duties, how­ever, need to know what’s going on in the world. More than that, they need good, solid tools and strate­gies to do some­thing about it.

NAFA’s Inter­na­tional Fleet Acad­emy (IFA), tak­ing place Novem­ber 5–7 at Rosen Shin­gle Creek in Orlando, FL, is the trusted global fleet edu­ca­tion con­fer­ence that cuts straight to the heart of inter­na­tional fleet con­cerns and oper­a­tions. On Wednes­day, Novem­ber 5, a panel will explore the cru­cial dif­fer­ences between diverse regions. Built on data from sev­eral key indus­try resources, these pan­elists will con­duct an inter­ac­tive dis­cus­sion involv­ing a myr­iad of cul­tures, lev­els of fleet expe­ri­ence, and personalities.


Fleet Customer Experience  

By Jeofrey Bean

Jeofrey Bean is the co-author of the busi­ness lead­er­ship book The Cus­tomer Expe­ri­ence Rev­o­lu­tion – How Com­pa­nies like Apple, Ama­zon, and Star­bucks Have Changed Busi­ness Forever.

What is Cus­tomer Expe­ri­ence? Does your com­pany have a con­sis­tent and well-known answer that guides deci­sions and actions to cre­ate cus­tomer advocates?

We’ve asked many peo­ple within the same com­pany and many peo­ple from dif­fer­ent com­pa­nies to tell us what they mean by cus­tomer expe­ri­ence. We’ve learned that the chances of get­ting a con­sis­tent def­i­n­i­tion are small. Peo­ple answer based on their expe­ri­ence and what their sit­u­a­tion or role is. This is fine on an indi­vid­ual basis. But when you’re a com­pany seri­ously eying a cus­tomer lead­er­ship posi­tion so you can be bet­ter, dif­fer­ent and more prof­itable, you need a con­sis­tent and well-known def­i­n­i­tion of cus­tomer experience.


Fleet Sustainability  

In the face of shrink­ing bud­gets and ris­ing fuel costs, sev­eral Ven­tura city depart­ments com­bined forces to pur­sue their fleet man­age­ment goals. This included acquir­ing an afford­able vehi­cle track­ing tech­nol­ogy that could help lower main­te­nance costs, reduce vehi­cle idling, and improve dri­ver behav­ior. Man­agers also wanted to improve rout­ing effi­ciency to enhance deliv­ery of ser­vices to the com­mu­nity. Add in an aggres­sive envi­ron­men­tal goal to reduce fuel use by 10 per­cent, and depart­ment man­agers faced a sig­nif­i­cant challenge.

READ MORE to learn how the City of Ven­tura com­bined patented GPS vehi­cle track­ing tech­nol­ogy with remote diag­nos­tic mon­i­tor­ing capa­bil­i­ties to achieve a work­able solution.

Fleet Driver Safety  

The Net­work of Employ­ers for Traf­fic Safety (NETS) is call­ing on lead­ers of com­pa­nies and orga­ni­za­tions to adopt ele­ments of road safety for all employees—not just busi­ness dri­vers— as a core com­po­nent of the organization’s safety cul­ture. NETS has launched a free com­pre­hen­sive online tool kit to help ini­ti­ate or strengthen employee safety pro­grams by includ­ing road safety.

The 2014 Drive Safely Work Week (DSWW) tool kit, themed “Dri­ving your safety cul­ture home,” builds the case for exec­u­tive lead­er­ship to adopt safe dri­ving as a part of the cor­po­rate safety cul­ture and pro­vides low-cost steps to engage employ­ees with a start­ing point focused on seat belts and mobile device use while driving.


Fleet Trends & Issues

burned-by-gps-trackingBeen Burned by GPS Tracking? Not All Providers are Created Equal

Have you been burned by GPS track­ing tech­nol­ogy in the past, and find that you are now com­pletely turned off to the idea? Being hes­i­tant after a bad expe­ri­ence is under­stand­able, but not all GPS track­ing solu­tions are cre­ated equally — and there are plenty of rea­sons to try out a bet­ter qual­ity solu­tion to man­ager your fleet operations.

READ MORE, and see what some of the Red Flags are that you should watch out for.

iowaThe Most And Least Expensive States To Own A Car

As astute car shop­pers know, there’s more to sav­ing money on a car than sim­ply nego­ti­at­ing the low­est price on a given model. Long-term own­er­ship costs – specif­i­cally insur­ance, fuel econ­omy and repairs – can vary sig­nif­i­cantly from one vehi­cle to another, even within select vehi­cle and/or price classes.

Such fac­tors can vary by as much as $3,800 on aver­age over a five-year own­er­ship period, based solely on where a motorist lives, accord­ing to a recent analy­sis com­piled by, with sev­eral Mid­west states boast­ing the low­est annual costs overall.

READ MORE to get the state-by-state data

google glassProfessor Says Proposed Google Glass Driving Bans Are ‘Unenforceable’

At least eight states have intro­duced bills that would restrict the use of Google Glass while dri­ving. But the pro­posed mea­sures tar­get­ing the company’s hi-tech spec­ta­cles have stalled, fail­ing to clear a sin­gle chamber.

But even if the bills gained trac­tion, they would be “prac­ti­cally unen­force­able,” accord­ing to a new research paper by William & Mary law pro­fes­sor Adam Ger­showitz, who sug­gests his own leg­isla­tive solution.

READ MORE about the bills

speedlimitA Psychological Speed Limit

On aver­age, vehi­cles seri­ously injure or kill some­one in New York every two hours; last year, 173 pedes­tri­ans were killed. Last week Gov. Andrew M. Cuomo signed a bill allow­ing New York City to enact a city­wide default speed limit of 25 miles per hour as part of its “Vision Zero” cam­paign to reduce traf­fic deaths to nil.

When the speed at which a car strikes a pedes­trian rises a mere 10 m.p.h. — to 40 m.p.h. from 30 — the chance of the pedestrian’s dying rises to 85 per­cent from 45. The real ques­tion is not absolute speed but appro­pri­ate speed.


Alternative Fuels  

By Mike Sheldrick

It may be time to retire the old saw about hydro­gen: “The fuel of the future and it always will be.” Despite some dra­matic advan­tages, includ­ing zero emis­sions, and fuel costs that poten­tially could be sub­stan­tially lower than gaso­line, hydro­gen has never been a seri­ous con­tender to replace inter­nal com­bus­tion engines, even though fuel-cell tech­nol­ogy was invented 175 years ago.

While hybrids and BEVs (battery-powered elec­tric vehi­cles) are grab­bing most of the spot­light, nearly all the automak­ers have active FEV (fuel-cell elec­tric vehi­cle) pro­grams underway.


Driving the Global Fleet  

Fleet Logis­tics has seen the size of its con­tracted fleet reach 137,000 vehi­cles, a new record and well ahead of the company’s ambi­tious growth tar­get for 2014, due largely to new Euro­pean busi­ness from US-based companies.

“It is increas­ingly obvi­ous that we have become very attrac­tive to Amer­i­can cus­tomers as we have an exten­sive Euro­pean net­work and knowl­edge on both the auto­mo­tive and leas­ing sides of the mar­ket. And for com­pa­nies that have exten­sive fleets out­side of their Amer­i­can home­land, we are now the num­ber one choice. They see the Euro­pean mar­ket as one which is very com­plex with a host of dif­fer­ent rules on tax, legal and finan­cial issues but it is one where we are the local experts,” said Fleet Logis­tics CEO Rainer Laber.


Fleet Vehicle Remarketing  

After watch­ing prices surge to record lev­els in the wake of the Great Reces­sion, U.S. used car buy­ers are finally catch­ing a break, with costs tum­bling sharply on most mod­els and likely to con­tinue to slide through 2016, accord­ing to those who track pric­ing trends.

There are a few excep­tions, such as pickup trucks, which have been in increas­ingly high demand as con­trac­tors and fleets rebound along with the econ­omy. But there are great deals to be had on “nearly new” lux­ury cars and a num­ber of other mod­els, accord­ing to such experts as Tom Webb, the chief econ­o­mist for Man­heim, which runs some of the nation’s largest used vehi­cle whole­sale auctions.

READ MORE  about the pric­ing decline

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NAFA is the association for the diverse vehicle fleet management profession regardless of organizational type, geographic location, or fleet composition.
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North America's largest accident management and fleet driver safety company.
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