FleetManagementWeekly AmeriFleet
November 3, 2015


Editor's Analysis & Top Industry News

Customer Experience Rules!

In his monthly column, fleet marketing expert Ed Pierce tells us about the high value of emotional appeal in sales. In Fleet Asset Management, Element’s Keith Trumbull reminds us of reasons to be thankful for material handling equipment; and CEI’s Ken Latzko, in our interview with him, talks about CEI’s appeal to the vocational fleet market.

Fleet Management Weekly columnist, author and customer experience expert Jeofrey Bean has written a lighthearted yet thought-provoking new book Customer Experience Rules! 52 ways to achieve customer experience success. Disclaimer: I am quoted in Rule #49 – Keep your promises. I promise that it’s a good read.

There is so much more to enjoy in this issue, but be sure to check in at FleetManagementWeekly.com for daily updates.

Janice Sutton
Executive Editor

Thought Leadership

Fleet Marketing – Guiding principles for fleet providers to improve marketing and increase sales.

Fleet Asset Management – Best practices around managing material handling equipment.

On Accident Management – Learn ways to save money on your fleet’s collision repair costs.

The Fleet Customer Experience – Identifying the practices that define the best customer experience.

Think Global. Plan Local. – Navigating the management of the world-class fleet.

The Fleet CX Toolbox – Solid steps to implementing and improving fleet customer experience.

The Sustainable Fleet – Strategic approaches to bring about a smarter, cleaner fleet.

Talent Management – Smart guidelines to help you manage the talent in your workplace.

All posts from the newsletter reside on our web site, FleetManagementWeekly.com


VIDEO: Clearinghouse Can Save Your Fleet on Insurance

A new sort of clearinghouse has been formed via a partnership between telematics companies and insurance agencies – and it presents a great opportunity to save your fleet some money.

VIDEO: Remarketing Technology
  Selling Vehicles While They’re Still in Operation

Innovative technology makes it possible to document the condition of a vehicle in real time, and actually sell that vehicle while it’s still in operation.

VIDEO: Certification and Accreditation
  Making CAFM a Household Word

NAFA’s CAFM and CAFS certifications are the only accredited programs in the fleet industry, and right now those programs are getting a lot of interest and a lot of traction.

The Fleet Spot

webinar image NAFA’s CAFM®/CAFS Boot Camp is Going High-tech and is Now Available Online!

You can now take advantage of these invaluable preparation sessions from the comfort of your own home or office! Now unbundled and offered by individual discipline, NAFA’s CAFM/S online Boot Camp sessions provide instruction on some of the more difficult concepts in certification course materials. If you are a certification program student — or if you are considering joining the program or taking a certificate of completion for a discipline or two, then the individual online Boot Camp sessions are designed for you!

The eight modules of the program have recently been revamped and the Boot Camp presentations will reflect these latest improvements. Each module will be presented over the course of the next 12 months according to the following schedule:


Steve Saltsgiver Steve Saltzgiver Joins Mercury Associates

Steve Saltzgiver has joined Mercury Associates, Inc. as a Senior Associate.

Steve has almost 40 years of experience in the fleet industry and has managed fleets of as many as 50,000 vehicle and pieces of equipment. Most recently, he served as VP of Fleet Management for Republic Services Inc. Previously, he was VP of Fleet Operations for Coca Cola Enterprises.


RaynaldThibaudeau Raynald Thibaudeau Named Senior Associate at Mercury Associates

Mercury Associates, Inc. announced that Raynald Thibaudeau has joined the firm as a Senior Associate.

Raynald Thibaudeau brings to Mercury almost four decades of experience in the fleet industry and has extensive experience in lifecycle management, replacement planning, fleet rightsizing, fuel management, maintenance and repair shop management, parts supply chain management, information systems, telematics and re-engineering of administrative support processes.


US Congress NAFA Approves Of Action By House Transportation and Infrastructure Committee to Approve Highway Bill

“NAFA thanks the (House Transportation and Infrastructure) Committee for their work in moving forward this bipartisan bill,” said NAFA Chief Executive Officer Phillip E. Russo, CAE. “While we recognize this bill requires Congress to provide funding for the latter three years, and in our current political climate that could be difficult, we are closer to a long-tern funding agreement than we have been in a very long time. This is progress and NAFA, speaking for fleet professionals across North America, applauds it.”


Fleet Marketing

Ed Pierce, Fleet Industry Marketer

Sales and marketing people know that buyers make decisions based both on rational and emotional reasons. That dichotomy sometimes creates a schism in sales and marketing communication messaging.

Sales reps, who rely on face-to-face communications, tend to focus on rational arguments in a sales pitch, highlighting that their product is faster, better or cheaper. Corporate management and marketing, who strategize indirect corporate messaging, can afford to be more considered, seeking to trigger emotional responses.

The most successful companies, marketing and sales people, however, never lose sight of the need to fulfill both buyer needs.


Fleet Asset Management

By Keith Trumbull

With Thanksgiving around the corner, it’s an appropriate time to think about what we’re thankful for – family, friends and health are at the top of the list for most. But when it comes to aspects of our work life, there are also reasons to give thanks.

In this column we routinely discuss how material handling equipment is a critical part of operations that help ensure the timely, accurate, cost effective movement of goods. Proper management of your material handling equipment can have an impact on the efficiency metrics of the entire business.


Driving Down Collision Repair Costs

Just last week, Ken Latzko, an eleven year veteran of the company, was promoted to the position of Senior Director of Sales at The CEI Group, Inc. We were not surprised to hear this good news; Ken is clearly an expert in this field and a very articulate spokesman for the company.

While CEI is focused on driving down collision repair costs in a number of ways and increasing recovered costs through subrogation, Ken says that over the past 15 years, accident prevention has emerged as one of their core competencies, reducing fleet accident rates by up to 35 percent. That’s impressive.

CEI, like many fleet management companies, is looking to grow its business by targeting vocational fleets and in this interview, Ken gives us some insight into the company’s significant strengths serving this specialized market.


Fleet Trends & Issues

Automakers struggle to bring affordable diesel cars to U.S. market

Los Angeles Times

In hindsight, it’s clear how Volkswagen, in the 2009 model year, seemed to have nailed the elusive formula for affordable, sporty diesel cars — when none of its competitors could crack the code.

At the time, U.S. regulators had been tightening pollution controls on diesels and diesel fuel for years, culminating with the demand to cut smog-forming nitrogen oxide emissions 90% by 2010.


Can Detroit Beat Google to the Self-Driving Car?

Bloomberg Businessweek

“I like to drive cars,” says Mark Reuss, product development chief at General Motors, “so this is a little funny.”

Not funny-ha-ha, Reuss clarifies, but funny-odd. He’s sitting in the driver’s seat, with his hands on his thighs and his feet on the floor of a big Cadillac that’s driving itself around a banked oval.


More Oversight Could Have Saved DHS $2.5M in Fleet Services

Federal Times

An audit of Homeland Security’s Federal Protective Service has found the agency hasn’t managed its fleet vehicle procurement effectively, missing out on $2.5 million in potential savings in 2014.

The audit was conducted by DHS’s inspector general at the request of the House subcommittee on Oversight and Management Efficiency to see if the agency’s fleet of more than 1,100 vehicles was necessary to operations.

The 1,169 vehicles in the FPS fleet cost $10.7 million in FY 2014, with 98 percent of them are leased through an agreement with the General Services Administration.

The agency, which provides security services for federal properties, has a fleet of both law enforcement and administrative vehicles, supplying an emergency response vehicle for each law enforcement officer in FPS.


Cleveland Administrators Asked to Offer More Detailed Fleet Maintenance Report


Members of Cleveland City Council’s Safety Committee have asked city administrators to compile a more extensive report on the state of the city’s emergency fleet after administrator’s presented a two-page summary to councilors during a hearing on Wednesday.

The “2014 Vehicle Condition Summary” tallied up the fleet of vehicles used by the city’s fire, police, EMS personnel and scored the vehicles using either “Good,” “Fair” or “Poor.”

But, committee chair Matt Zone said administrators were told two months ago to present information also showing detailed maintenance plans, vehicle replacement plans and how the city retires vehicles, including age and mileage information.

“I wanted more, quite frankly,” Zone said.


Customer Experience and Successful Businesses

Jeofrey Bean, Fleet Management Weekly columnist and co-author, with Sean Van Tyne, of the best-selling book The Customer Experience Revolution, has penned a new book, Customer Experience Rules! Cleverly illustrated by master animator Steve Hickner, it brings a lighthearted spin to the subject of customer experience.

Customer experience is so central to the success of business today that everyone in the company, starting with the CEO and moving out to every employee, must embrace the concept and understand how to do it.

Some of the rules recommend using research to develop the best customer experience: “Study how your customers want to buy” (Rule 8) and “Test the out-of-box experience” (Rule 20). Others suggest tactics to engage customers: “Know social media” (Rule 50) and “Discover the influencers”(Rule 32). The rules cover customer experience specifics such as creating personas to understand your customers and developing customer journey maps.

Order your copy of Customer Experience Rules!

Think Global. Plan Local.

By Reiner Willems, Marketing Director, LeasePlan International

During a recent international fleet management event a Global Fleet Manager commented to me: “Although I am responsible for sourcing our global fleet, my job seems to be more about selling than about buying.”

Interesting notion, and probably not far from the truth for many responsible for an international fleet. But why is this the case?

A structured fleet communications plan will require some thinking and planning upfront, but will pay off during your fleet policy implementation and in achieving the change and results you are aiming for.


New Technologies, New Dangers


Potentially unsafe mental distractions can persist for as long as 27 seconds after dialing, changing music or sending a text using voice commands, according to surprising new research by the AAA Foundation for Traffic Safety. The results raise new and unexpected concerns regarding the use of phones and vehicle information systems while driving.

This research represents the third phase of the Foundation’s comprehensive investigation into cognitive distraction, which shows that new hands-free technologies can mentally distract drivers even if their eyes are on the road and their hands are on the wheel.


Fleet Management Resources
AFLA – Automotive Fleet & Leasing Association
Providing the advanced forum for corporate fleet professionals to network with industry leaders.
The CEI Group Inc.
CEI is North America’s largest provider of fully integrated fleet accident management, driver safety and risk management services.
PARS' mission is to provide you with high-quality service at competitive prices for all of your transportation needs.
Offering a nationwide vehicle delivery and relocation service; serving the corporate and commercial fleet industry.
LeasePlan is the world's leading high-touch service provider for vehicle leasing and fleet management.
Wheels, Inc.
First in fleet for 76 years. Wheels helps you build tomorrow’s fleet today.
Driven fleet professionals. Driving results.
NAFA Fleet Management Association
NAFA is the association for the diverse vehicle fleet management profession regardless of organizational type, geographic location, or fleet composition.

Index to FleetManagementWeekly.com 
Fleet Management Weekly Newsletter Archive
Access to back issues of the FMW newsletter.
Fleet Telematics
How telematics is rapidly changing the fleet management landscape.
Fleet Videos
Video clips of industry leaders speaking on a variety of engaging hot topics in fleet.
Fleet Safety
News and practices to help you bring your drivers home safely, every day.
Contact Us
Fleet Trends & Issues
A wide scope of topical news for today’s fleet professionals.
Fleet Sustainability
Focusing on the challenges and solutions inherent to building and managing today’s sustainable fleets.
Media Kit