Start With The Right Question
By Wendy Eichenbaum
Let’s say that you are evaluating your company’s scheduling tool. You want to know what makes an ideal experience when scheduling a meeting. To do this, you meet with customers and ask a typical CX question, What makes a great experience when scheduling a meeting?
The problem is that you can wind up with silence. Your customers freeze up, struggling to recall specific examples of good and bad experiences. Instead they recite a laundry list of features. And the customers feel ineffectual and guilty, unable to give you directed answers.
When you talk with customers, start with questions that facilitate their ability to recall experiences. You do this by restructuring your questions. Master Facilitator Michael Wilkinson has a process to design the opening question. We can build on this process to help customers discuss their ideal experiences.
Want to Buy a Self-Driving Car? Big-Rig Trucks May Come First
Imagine you are driving on a highway late at night when a big-rig truck closes in behind you. You relax because it is keeping a safe distance and seems to be obeying the speed limit. Now imagine that truck is driving itself.
Despite Silicon Valley’s enthusiasm for self-driving cars, it could be years before there are many of them on the road. But autonomous 18-wheelers? One start-up is betting that is a different matter.
That start-up is Otto, led by 15 former Google employees, including eight engineers.
WEX is Expanding Beyond Just Fuel Cards
WEX is expanding beyond fleet fuel cards into adjacent markets, including telematics, data analytics, and more.
Edmunds.com Advises Used Car Shoppers to Target Small Cars
New Report Says Prices for Used Compact and Subcompact Cars Fall, Even as Overall Used Car Prices Hit All-Time High
According to the report, compact cars are down 1.5 percent and prices for used subcompact cars are down 5.7 percent year over year. The price movements stand in sharp contrast to overall used car prices, which are up 3.2 percent to a first-quarter record of $18,838 per vehicle.
Edmunds analysts say all of these trends result from one overarching cause: America’s love affair with SUVs.
“Low gas prices and easy credit are making SUVs – and their higher price points -- more appealing to used car shoppers, but they’re also creating a great opportunity for small car shoppers who now have a wider selection at lower prices,” says Edmunds.com Director of Industry Analysis Jessica Caldwell.
North America Commercial Vehicle Telematics Market Analysis 2015-2022
30% of Small Fleet Operators to Adopt Fleet Management Solution by 2020
This study analyzes the North American commercial vehicle telematics market from the base year of 2015 through 2022.
Major topics include evolving market trends, market sizing, business model and pricing structure, breakdown of unit sales by solutions and service types, opportunity analysis, revenue analysis, telematics penetration by vehicle type and fleet size, market share analysis, and exclusive OEM partnerships. An executive understanding of the market is provided via a 360 degree perspective.
