In his monthly column for Fleet Management Weekly, Jeofrey Bean poses the question: If the American Customer Satisfaction Index were to measure your business, competitors and alternatives, how would you do in an era of rising customer expectations and no middle ground?
Wendy Eichenbaum tells us in her monthly column, that by 2020, customer experience will overtake price and product as the key brand differentiator, and that the key to conversion and retention is to understand how easily and intuitively customers acquire, use and maintain your product or services.
And, finally, in an exclusive interview with Fleet Management Weekly, Laura Jozwiak, vice president of client relations at Wheels, gives us great insight into how Wheels – for the past 75 years, delivers the kind of customer experience that Jeofrey and Wendy are so passionate about.
Enjoy this issue. And make sure you check in with FleetManagementWeekly.com for daily updates.
Janice Sutton
Executive Editor
