Because all aspects of the fleet business center around the experience of the end user, we are especially pleased to introduce a new monthly feature in Fleet Management Weekly. This week, User Experience (UX) Strategist Wendy Eichenbaum debuts a new column: “The Fleet CX Toolkit.” A companion piece to author Jeof Bean’s Fleet Customer Experience column, the articles will provide the next steps to implement and improve CX within a company. Each article will discuss a critical customer data point and introduce a tool to gather and analyze that data.
Highly skilled in her field, Wendy started her own UX consulting firm in 2008, Ucentric design, and is an adjunct professor at Cal State University, Fullerton. There she teaches a class that she created, User-Centered Design for Web and Mobile Interfaces.
We have decades-long experience in the realm of customer service and thoroughly appreciated Wendy’s first article in the series: “Pain Point Interviews: Customers Know What They Don’t Need.” Indeed they do.