FleetManagementWeekly AmeriFleet
June 7, 2016


Editor's Analysis & Top Industry News

A Steely Focus on CX

In his column this month, fleet marketing expert Ed Pierce turns to the subject of customer experience. He says, “Increasingly, firms succeed by concentrating more efforts on providing value beyond the sale, with the aim of turning a client into a promoter — an advocate who is willing to refer people to and provide references for your business.”

This brought to mind a disagreeable experience we had at London Heathrow several weeks ago and on the long flight back to California talked about how nicely and perfunctorily the airline representatives could have handled a perfectly routine transaction. Instead, it was a trying exchange and we walked away from the desk set to loathe the in-flight experience — the very CX that was undoubtedly carefully crafted by the airline — before we even stepped foot on the plane. A steely focus on CX is critical.

Janice Sutton
Editor in Chief

Thought Leadership

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

Fleet Asset Management – Best practices for work truck management.

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

Safety & Risk — Impactful driver safety and risk management tools and techniques.

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.

BIG Data. BIG Results. BIG Future– We look at harnessing big data to achieve big results using cutting edge technology.

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

TCO Trends – Expert View — A global look at fleet total cost of ownership trends.


VIDEO: What to Do with All the Data?

Predictive analysis and database decision-making are becoming more of a necessity for fleets, but finding the people who are experts in this field isn’t going to be easy.

VIDEO: The Power of Teams
  Amazing Teams Make All the Difference at Wheels

Wheels’ new Vice President of Client Relations strongly believes in what his company has to offer – and that was a key reason he moved from Sales into his new position.

VIDEO: Setting Goals Around Training
  The Incredible Importance of Proper Training

Proper training is incredibly important for the fleet department at Palm Beach County. They even have a goal of 40 hours training per year for every single technician.

The Fleet Spot

webinar NAFA Webinar: Global Readiness

Register Now For NAFA’s Next Webinar – Global Readiness: Which Route Is Your Global Fleet Taking? — Wednesday, June 15th

  • Whether you are thinking about going global or have gone global, Global Readiness: Which Route Is Your Global Fleet Taking? is for you!
  • Learn tips to be successful in managing a global fleet, find out what digital tools can help your global fleet, and how to integrate a global platform.

Registration closes June 14th. NAFA webinars are available for free for NAFA Members and NAFA Affiliates as an exclusive benefit of membership. Registration for non-members is $25.00.


teendriver Survey: Parents Enabling Teens’ Bad Driving Habits

Pittsburgh Post-Gazette

Parents of teenage drivers may not be doing their part to protect their children who get behind the wheel, a survey shows.

In the survey — commissioned by Insurance.com — of 500 parents of teen drivers, 29 percent of parents tolerate cell phone use by their teens while driving.

The survey also found that one-third of parents allow the teens to drive with underage passengers and 30 percent allow them to drive at night.


benchmarking NETS’ STRENGTH IN NUMBERS® Annual Fleet Safety Benchmark Conference

Orlando World Center Marriott — October 12-13, 2016

This year marks the tenth anniversary of NETS’ STRENGTH IN NUMBERS® Fleet Safety Conference, and, for the first time, limited space is available for non-NETS members.

If wish to attend and you are not currently a NETS member company, please contact Susan Gillies at 703.755.5350 or sgilies@trafficsafety.org for registration information.

Houck-Crash-300x224 New Law Bans Recalled Vehicles from Rental Fleets

The Detroit Bureau

Years in the making and once the point of contentious debate and delay, the Safe Rental Car Act took effect today.

The new law, passed late last year, bans rental companies with fleets exceeding 35 vehicles from using vehicles that are subject to recall until they’re fixed.The ban is now in effect since has Congress has codified the prohibition in federal law.

“When a family picks up a rental car on vacation, they should be able to expect it is free of any known safety defect,” said Transportation Secretary Anthony Foxx in a statement.


Fleet Marketing

By Ed Pierce, Fleet Industry Marketer

Customer experience (or CX, in marketing jargon), has gotten a lot of attention over the last few years, primarily among retail marketers. All it means is that a company has focused its people, processes and technology to deliver exceptional personalized experiences across all customer touch points.

The better a company understands, anticipates and consistently exceeds customer expectations, the more likely it is to win and keep business, improve market position, and drive profits.

As today’s B2B buyers are increasingly influenced by their consumer experiences and have begun to demand similar experiences in their professional lives, more businesses are elevating service as an important contributor to growth. They are investing in both traditional and digital capabilities to sustain—and monetize—customer engagement.


China and Autonomous Cars


Americans might not realize it, but there’s a race going on between the United States and China for leadership in autonomous cars.

America enjoys clear superiority in technical innovation — right now. Google and Tesla are leading the way, with start-ups like Otto and Cruise Automation coming on fast. But China has its own secret weapon: No other country in the world can match its ability to create industries via powerful, top-down mandates.

“Our biggest advantage is that we, as a socialist nation, can pool resources in a major mission,” Chinese President Xi Jinping said this week.


Fleet Consulting

By Janice Sutton

We were delighted to catch up with our friend Jeff Schlesinger at the recent NAFA Institute & Expo and talk with him about his newly-formed company, JS Consulting.

We interviewed Jeff on a number of occasions when he was Managing Director – Global for GE Fleet Services, and were keen to learn about his new company as well as his thoughts on trends within the global fleet market.

Jeff says, “I think the biggest trend is the evolving use of the vehicle to maximize revenue and minimize costs. The old model of a salesperson having a fully-dedicated vehicle, driving to a customer with a trunk full of goods and services is not necessarily the model that we will see in five years.”


Fleet Trends & Issues

NICB’s 2015 Hot Spots Vehicle Theft Report

National Insurance Crime Bureau

California’s Modesto Metropolitan Statistical Area (MSA) had the nation’s highest per capita vehicle theft rate in 2015, according to the National Insurance Crime Bureau’s (NICB) latest Hot Spots report.

Moreover, California owned eight of the top 10 Hot Spots for vehicle theft in 2015.

NICB’s Hot Spots report examines vehicle theft data obtained from the National Crime Information Center (NCIC) for each of the nation’s MSAs.


5 Things That Give Self-Driving Cars Headaches

New York Times

Fully automated cars don’t drink and drive, fall asleep at the wheel, text, talk on the phone or put on makeup while driving. With their sensors and processors, they navigate roads without any of these human failings that can result in accidents.

But there is something self-driving cars do not yet deal with very well – the unexpected. The human brain is still better than any computer at making decisions in the face of sudden, unforeseen events on the road – a child running into the street, a swerving cyclist or a fallen tree limb.

Here are five situations that, for now at least, often confound self-driving cars and the engineers working on them.


Norway to ‘Completely Ban Petrol Powered Cars by 2025’


Norway will ban the sale of all fossil fuel-based cars in the next decade, continuing its trend towards becoming one of the most ecologically progressive countries on the planet, according to reports.

Politicians from both sides of the political spectrum have reportedly reached some concrete conclusions about 100 per cent of Norwegian cars running on green energy by 2025.

According to Norwegian newspaper Dagens Naeringsliv, “FRP will remove all gasoline cars”, a headline which makes reference to the populist right-wing Framstegspartiet, or Progress Party.


Microsoft Wants to Turn Autonomous Cars into Mobile Offices – But Will Not Build its Own

International Business Times

Microsoft wants to make cars autonomous and turn them into mobile offices to make our commutes more productive, but it stresses it will not be producing its own vehicles, and will instead look to partner with established car companies.

This approach is similar to Alphabet’s Google, which despite running a fleet of autonomous prototypes, says it will not sell these vehicles to the public.

Meanwhile, Uber is working on its own vehicles, and soo too is Apple, albeit secretly.


Driverless Honking

Washington Post

Google has revealed that its self-driving cars don’t just know how to change lanes and run yellow lights — now, they can even honk the horn like a regular human.

As the company’s test cars trundle around on public roads, Google has begun training its computers to rely on the horn in specific scenarios, such as when another driver is backing out of a space and can’t see that Google’s vehicle is approaching. At other times, it’ll honk when another driver starts edging into the occupied lane.


A New Ban in Paris

The Car Connection

Air pollution is a major problem in many city centers. So, what’s the solution? The powers-that-be in Paris, France think it’s banning older cars.

That ban goes into effect on July 1 and will affect cars registered before 1997. (Motorcycles registered before June 1, 1999 will be included in the ban, too.) Those vehicles will be prohibited from entering Paris’ city center during weekdays.

Those who violate the law will be hit with a fine of 35 euros ($39)–a sum that will rise to 68 euros ($76) for passenger cars and 135 euros ($151) for heavier vehicles as of January 1, 2017.


Don't Get Ripped Off

By Steve Lehto, Road and Track

I am an attorney and have been representing consumers for over 24 years in the state of Michigan. By far, the most frustrating calls I get at my office involve used car purchases where I find myself explaining the same things over and over again to people I cannot help. There are usually steps you can take to protect yourself before the purchase but often there is nothing you can do after.

The answer lies in trying to not get ripped off in the first place. Here is what you can do when car shopping to protect yourself.


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.
NAFA Fleet Management Association
NAFA is the association for the diverse vehicle fleet management profession regardless of organizational type, geographic location, or fleet composition.
Offering a nationwide vehicle delivery and relocation service; serving the corporate and commercial fleet industry.
Since 1965, Donlen has been the fleet management industry’s leading provider of comprehensive, integrated financing and asset management solutions — and that spirit of innovation continues today.
PARS' mission is to provide you with high-quality service at competitive prices for all of your transportation needs.
Driven fleet professionals. Driving results.
Driving Dynamics
Driving Dynamics was established to help corporate fleet drivers develop expert, safe driving skills using proven, advanced driving techniques.
Wheels, Inc.
First in fleet for 76 years. Wheels helps you build tomorrow’s fleet today.

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