Pain Point Interviews: Customers Know What They Don’t Need
Jeof Bean's monthly column, The Fleet Customer Experience, delves into the best practices for service design. But companies that are new to CX may wonder how to put this strategy into practice. So Fleet Management Weekly is pleased to introduce a new monthly column, The Fleet CX Toolkit, written by UX Strategist Wendy Eichenbaum. 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.
Pain Point Interviews are a quick, inexpensive, and powerful way to find out what is upsetting your customers the most. Then you can prioritize your development schedule to address the most pressing needs first.
Fleet Leadership & Mentorship — Pay it Forward!
In just a couple of weeks, at the 2015 NAFA Institute & Expo in Orlando, the president’s gavel will be passed from Claude Masters, CAFM to Ruth Alfson, CAFM, and a new slate of officers will be introduced. It’s exciting, and we offer our congratulations to these very talented and dedicated fleet leaders.
In the March-April issue of NAFA’s publication Fleet Solutions, we thoroughly enjoyed reading about both Claude and Ruth, and then turned to another engaging article: “The Presidents of NAFA Fleet Management Association,” wherein Past Presidents of NAFA thoughtfully articulate the vital importance of strong leadership and mentorship to their careers.
Along the way, many of us have had the great and good fortune to have been mentored by a leader who has made a difference in our careers -- and our lives. If you would like that leader to be recognized in a future column, just send me a note and tell me a little about them (and you). I have a couple of my own.
Janice Sutton
Executive Editor
LeasePlan USA Recognized Once Again on Top Workplaces List
LeasePlan USA is pleased to announce that it has been selected as one of The Atlanta Journal-Constitution Top Workplaces for 2015.
"I am both excited and honored to be recognized on the 2015 Top Workplaces list for the fifth consecutive year,” said Mike Pitcher, president and CEO of LeasePlan USA. “Our employees are a top priority at LeasePlan. By providing the right tools for development and keeping engagement high, we’ll continue to deliver on our promise of making it easier to leaseplan.”
Customer Intimacy and Customer Experience
AmeriFleet drivers are often the first face seen representing the fleet industry, and they're expected to get it right. And one important part of that is understanding who the customer is.
Negligent Entrustment: What It Is and How to Avoid It
By Randy Shadley, CAFM
This month’s column explores the importance of putting only qualified drivers behind the wheel of your company vehicles. Seems simple enough, right? Isn’t holding a driver’s license evidence enough that the driver has been deemed qualified by the government, and therefore the company can rely on that?
Unfortunately for unknowing fleet managers, there can be a huge disconnect between being licensed and being qualified to drive for company business.
