Tagged customer service
November 24, 2010
Stuart Greif, vice president of travel practice at J.D. Power and Associates, said satisfaction levels indicate that the industry is back on the road.
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By Chris Brown , November 2010
Stuart Greif, the director of the study for J.D. Power and Associates, drills down past the circle scores to analyze the factors that produced this year’s results. Factor number one—the economy, stupid!
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November 17, 2010 in Rental Operations
Enterprise ranks highest in customer satisfaction among rental car companies for a seventh consecutive year, according to the J.D. Power and Associates 2010 North America Rental Car Satisfaction Study.
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By Ken Stellon, November 2010
Understand why customers get angry and empower your frontline associates and managers with techniques to manage them.
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October 27, 2010 in Rental Operations
"Hertz gathers an amazing amount of customer insight daily, including thousands of comments from Web surveys, emails and text messages. We wanted to leverage this insight at both the strategic level and the local level to drive operational improvements," said Joe Eckroth, chief information officer, the Hertz Corporation.
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By Justina Ly, September 2010 in Rental Software
The mobile office is changing the way operators conduct business as Web-based software and affordable hardware — such as laptops, portable printers and smart phones — bring flexibility to their rental operations.
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August 18, 2010
Exceptional service from contract signing to vehicle return illustrates the possibilities when employees are well-coached in customer service.
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July 7, 2010
eConcierge will create a personalized Web site for Discount customers, who make online reservations, based upon their trip itinerary. The eConcierge platform, which is available online or as a simple desktop shortcut, provides essential destination information, virtual tours, driving and weather reports.
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By Bob Barton, June 2010 in Rental Operations
When it comes to no-show fees, the car rental industry needs to demonstrate a commitment to customer service and value with a “satisfaction guaranteed or your money back” promise.
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May 12, 2010 in Rental Operations
National Car Rental’s campaign reflects the changes that have taken place as a result of new management after Enterprise Holdings purchased it in 2007. “This print initiative is part of a comprehensive effort to demonstrate to potential corporate accounts the ever-improving National brand under new ownership,” says Pat Farrell, vice president of marketing and communications for Enterprise Holdings.
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Auto Focus Blog: A blog covering fleets, auto rental and the business of cars
After five years and 15,000 miles of driving per year, are there any hybrids that actually have a lower cost of ownership than their gas-engine counterparts? One unexpected vehicle takes the prize.
The federal government means business with its new law banning cell phone use while driving commercial vehicles. Can the laws go even further, and how should fleets react?
Arizona is one of a super minority of states in which auto rental companies are required by statute to pay for the negligent acts of their renters. Look for new legislation in the coming weeks that proposes to change that.
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