Voice of the Customer

The Impact of Your Voice

We cannot underestimate the importance of strong relationships in both our personal and professional lives, and the role they play in helping us accomplish our goals and business objectives. So while we may leverage data, statistics, insights, and process flows to make informed decisions, ultimately, we rely on our emotional intelligence to help guide us. At our core, we enjoy surrounding ourselves with individuals and business partners that we like and those we trust to support the goals we’re striving to achieve.

After 70 years in the fleet business, ARI is still as passionate about being that trustworthy partner for our customers as we were in 1948. We are a customer-centric organization that isn’t satisfied with simply having happy clients; we want them to be raving fans. Our unique culture which emphasizes service excellence, empathy, collaboration, and trust continues to endure as a key differentiator in an ever-changing world. As a myriad of disruptions continue to alter the landscape of our industry, the working relationships between ARI and you – our customers – is more critical than ever.

Vital to creating raving fans is having a crystal-clear understanding of how ARI can align with and support your business priorities. This is why the voice of the customer is exceptionally impactful in all that we do and why our entire leadership team continues to welcome your candid, transparent feedback. With a precise understanding of your relationship with ARI and what you value, we can prioritize our efforts to ensure we align with what truly matters to you, our clients.

Amplifying the Voice of the Customer

ARI has made a concerted effort to amplify the voice of our customers across our entire organization through our Voice of the Customer program in an effort to keep our service-oriented culture thriving and evolving.

ARI hosts a Client Advisory Board comprised of senior decision makers representing a diverse range of industries. We also conduct an annual client satisfaction survey where we survey every North American client to collect feedback on our service levels. Through candid, unfiltered discussions with our Client Advisory Board stakeholders, and survey feedback, we gain tremendous insight about our strengths, and identify opportunities for further improvement. We don’t want to simply hear about how much you like your ARI experience – we want to have the hard conversations about where we can continue to grow. Fueled by this insight, we’re further integrating the voice of the customer into our strategic priorities, investments and business operations.

What You’re Telling Us

Through our discussions with the Client Advisory Board and some initial results from this year’s survey, we’ve identified several central themes as areas of focus for our leadership.

  • Make it easy to do business; ensure day-to-day operations run smoothly so drivers can focus on core responsibilities and not their vehicles.
  • Simply being really good at the basics isn’t enough; to be a truly successful strategic partner, invest in innovation and help us become a better business overall.
  • Reduce the noise by turning data into meaningful insight; don’t overload us with information or insignificant details.
  • Show us what “better” looks like and tell us how to get there; persistence is key; never stop showing us how we can improve.
  • Know our business, know our stakeholders; relationships matter.
  • Help us prepare for the future; know what’s next in mobility and understand what’s changing in our business; and together, help us prepare today for tomorrow’s challenges.

I’m excited about how the client advisory board and annual survey process have served as another important step towards validating what our customers value, and understanding their views on what makes a ARI strategic partner.

I cannot underscore enough just how much your voice matters. I promise you, we’re listening! Your feedback continues to fuel our drive to deliver a truly effortless experience for all clients.

The Evolution of Your Experience

This customer-first philosophy has led to one of our most significant investments to date; our Customer Experience Initiative that will leverage technology and data to make your lives easier

At the forefront of this investment is our client-facing technology. You desire a fleet experience with business transactions that mirror the increasing ease of B2C interactions in your personal life. You value our unparalleled fleet expertise, and want to access it in a way that is Google-fast and Apple-easy. Our Customer Experience Initiative will enhance the experience for all your fleet stakeholders – whether it’s a driver or an executive – with significantly more automation through a multi-channel engagement. This digital transformation focuses on streamlining non-value added transactional needs, proactively pushing information to the right people at the right time, and converting data into real action. Simply put, we’re going to better optimize your fleet operations by arming your team and our talented people with the technology and data they need to deliver on your expectations.

Another example of how the Customer Experience Initiative is fueling our evolution is the significant investment we’ve made into our Business Intelligence and Analytics (BI&A) team. You don’t need more data, you need more insight that can help you drive meaningful business improvements. This is precisely how our BI&A team is changing the conversation. This group is dedicated to transforming data into actionable information and helping you better understand the why behind your fleet challenges, leading to more impactful solutions.

Keeping our Promises

These are just a few examples of the direct impact your voice is having on the future of our business. We remain dedicated to delivering unrivaled service excellence. We’ll never “reset” because we’ve never wavered from our seven-decade commitment to supporting you. We’ll never be satisfied with “good enough” because we’re constantly motivated to keep improving on our previous personal best.

Our goal is to combine our promise to be a trusted partner with your feedback and the latest technology. We’ll benchmark our performance against the best in customer experience, not just fleet management. We’ll keep disrupting our current model, ensuring we remain agile as we continue to push ourselves to anticipate what’s next and evolve to help you turn challenges into opportunities.

The Customer Experience Initiative is the catalyst for this disruption and will ensure we continue to deliver on our promise of being a trustworthy strategic partner that helps drive meaningful improvements to your business.

Nous ne pouvons pas sous-estimer l’importance des relations solides dans notre vie personnelle et professionnelle ainsi que le rôle qu’elles jouent pour nous aider à atteindre nos buts et nos objectifs d’affaires. Ainsi, bien que nous puissions tirer parti des données, des statistiques, des connaissances et des processus pour prendre des décisions éclairées, nous comptons en fin de compte sur notre intelligence émotionnelle pour nous guider. À la base, nous aimons nous entourer de personnes et de partenaires d’affaires que nous aimons et en qui nous avons confiance pour soutenir les objectifs que nous nous efforçons d’atteindre.

Après 70 ans dans le secteur des parcs, ARI est toujours aussi passionnée qu’elle l’était en 1948 pour être ce partenaire de confiance pour nos clients. Nous sommes une compagnie axée sur le client qui ne se contente pas simplement d’avoir des clients satisfaits, nous voulons qu’ils soient de fervents supporteurs. Notre culture unique, qui met l’accent sur l’excellence du service, l’empathie, la collaboration et la confiance, continue à être un facteur de différenciation essentiel dans un monde en constante évolution. Alors qu’une myriade de perturbations continue de modifier le paysage de notre industrie, les relations de travail entre ARI et vous, nos clients, sont plus essentielles que jamais.

Pour créer de fervents supporteurs, il est essentiel de bien comprendre comment ARI peut s’aligner sur vos priorités d’affaires et les soutenir. C’est pourquoi la voix du client a un impact exceptionnel sur tout ce que nous faisons et que toute notre équipe de direction continue d’accueillir vos commentaires francs et transparents. Avec une compréhension précise de votre relation avec ARI et de ce que vous valorisez, nous pouvons prioriser nos efforts pour nous assurer que nous nous alignons sur ce qui compte vraiment pour vous, nos clients.

Amplifier la voix du client

ARI a déployé des efforts concertés pour amplifier la voix de ses clients dans l’ensemble de notre compagnie grâce à notre programme la Voix du client, afin de maintenir notre culture axée sur le service en plein essor et en évolution.

ARI est l’hôte d’un comité consultatif composé de décideurs de haut niveau représentant divers secteurs de l’industrie. Nous menons également un sondage annuel sur la satisfaction de la clientèle, dans lequel nous sondons chaque client nord-américain pour recueillir des commentaires sur nos niveaux de service. Grâce à des discussions franches et non filtrées avec les intervenants de notre comité consultatif de la clientèle et aux commentaires des sondages, nous obtenons d’excellents renseignements sur nos forces et nous identifions les possibilités d’amélioration. Nous ne voulons pas simplement savoir à quel point vous aimez votre expérience ARI, nous voulons avoir des discussions franches sur quoi nous pouvons continuer à nous développer. Forts de ces connaissances, nous intégrons davantage la voix de client dans nos priorités stratégiques, nos investissements et nos opérations commerciales.

Ce que vous nous dites

Grâce à nos discussions avec le comité consultatif et aux premiers résultats de sondage de cette année, nous avons pu identifier plusieurs thèmes centraux sur lesquels nos dirigeants se concentreront.

  • Facilitez les affaires; veillez à ce que les activités quotidiennes se déroulent sans heurts, afin que les conducteurs puissent se concentrer sur les principales responsabilités et non sur leurs véhicules.
  • Il ne suffit pas d’être vraiment bon que dans les domaines fondamentaux; pour être un vrai partenaire stratégique qui a du succès, investissez dans l’innovation et aidez-nous à devenir une meilleure compagnie dans l’ensemble.
  • Réduisez le bruit en transformant les données en informations pertinentes; ne nous surchargez pas d’informations ou de détails insignifiants.
  • Montrez-nous à quoi ressemble « meilleur » et dites-nous comment y parvenir; la persévérance est la clé; ne jamais cesser de nous montrer comment nous pouvons nous améliorer.
  • Connaissez notre commerce, connaissez nos parties prenantes; les relations comptent.
  • Aidez-nous à nous préparer pour l’avenir; sachez ce qui s’en vient dans le domaine de la mobilité et comprenez ce qui change dans notre commerce; et ensemble, aidez-nous à nous préparer aujourd’hui aux défis de demain.

Je suis enthousiasmée par la façon dont le comité consultatif et le processus du sondage annuel ont constitué une autre étape importante dans la validation des valeurs de nos clients et dans la compréhension de leurs points de vue sur ce qui fait qu’un client devient un partenaire stratégique d’ARI.

Je ne saurais trop souligner à quel point votre voix compte! Je vous jure que nous vous écoutons. Vos commentaires continuent d’alimenter notre volonté de fournir une expérience vraiment sans effort à tous les clients.

L’évolution de votre expérience

Cette philosophie axée sur le client avant tout a conduit à l’un de nos investissements les plus importants à ce jour, notre « initiative expérience client » qui utilisera la technologie et les données pour faciliter la vie.

Notre technologie axée sur la clientèle est au cœur de cet investissement. Vous souhaitez vivre une expérience de parc avec des transactions commerciales reflétant la facilité croissante des interactions B2C dans votre vie personnelle. Vous appréciez notre expertise inégalée en matière de parc et vous souhaitez y accéder avec la rapidité de Google et la facilité d’Apple. Notre « Initiative expérience client » améliorera l’expérience pour tous les intervenants de votre parc, qu’il s’agisse d’un conducteur ou d’un cadre supérieur, grâce à une automatisation beaucoup plus poussée due à une mobilisation multicanaux. Cette transformation numérique vise la rationalisation des besoins transactionnels sans valeur ajoutée, la diffusion proactive de l’information aux bonnes personnes au bon moment et la conversion des données en des actions réelles. En termes simples, nous allons mieux optimiser l’utilisation de votre parc en équipant votre équipe et nos employés talentueux de la technologie et des données dont ils ont besoin pour répondre à vos attentes.

Un autre exemple de la façon dont « l’initiative expérience client » alimente notre évolution est l’investissement important que nous ayons fait dans notre équipe d’intelligence d’affaires et analytique. Vous n’avez pas besoin de plus de données, vous avez besoin de plus d’informations pouvant vous aider à apporter des améliorations significatives à votre compagnie. C’est précisément ainsi que notre équipe d’intelligence d’affaires et analytique change la conversation. Ce groupe se consacre à transformer les données en informations exploitables et à vous aider à mieux comprendre les raisons derrière les défis de votre parc, vous menant ainsi à des solutions plus efficaces.

Tenir nos promesses

Ce ne sont là que quelques exemples de l’impact direct que votre voix a sur l’avenir de notre compagnie. Nous demeurons déterminés à fournir un service d’excellence inégalée. Nous ne nous « réinitialiserons » jamais, car nous n’avons jamais lâché, depuis sept décennies, notre engagement de vous soutenir. Nous ne serons jamais satisfaits de « assez bons », car nous sommes constamment motivés à améliorer notre meilleur record personnel précédent.

Notre objectif est de combiner notre promesse d’être un partenaire de confiance avec vos commentaires et les dernières technologies. Nous allons comparer notre performance à la meilleure expérience client, pas seulement à la gestion de parc. Nous continuerons de perturber notre modèle actuel en veillant à rester agiles tout en continuant à nous efforcer d’anticiper les prochaines étapes et à évoluer pour vous aider à transformer les défis en opportunités.

« L’initiative expérience client » est le catalyseur de cette perturbation et nous permettra de continuer à tenir notre promesse d’être un partenaire stratégique digne de confiance qui aide à apporter des améliorations significatives à votre compagnie.The Impact of Your Voice

We cannot underestimate the importance of strong relationships in both our personal and professional lives, and the role they play in helping us accomplish our goals and business objectives. So while we may leverage data, statistics, insights, and process flows to make informed decisions, ultimately, we rely on our emotional intelligence to help guide us. At our core, we enjoy surrounding ourselves with individuals and business partners that we like and those we trust to support the goals we’re striving to achieve.

After 70 years in the fleet business, ARI is still as passionate about being that trustworthy partner for our customers as we were in 1948. We are a customer-centric organization that isn’t satisfied with simply having happy clients; we want them to be raving fans. Our unique culture which emphasizes service excellence, empathy, collaboration, and trust continues to endure as a key differentiator in an ever-changing world. As a myriad of disruptions continue to alter the landscape of our industry, the working relationships between ARI and you – our customers – is more critical than ever.

Vital to creating raving fans is having a crystal-clear understanding of how ARI can align with and support your business priorities. This is why the voice of the customer is exceptionally impactful in all that we do and why our entire leadership team continues to welcome your candid, transparent feedback. With a precise understanding of your relationship with ARI and what you value, we can prioritize our efforts to ensure we align with what truly matters to you, our clients.

Amplifying the Voice of the Customer

ARI has made a concerted effort to amplify the voice of our customers across our entire organization through our Voice of the Customer program in an effort to keep our service-oriented culture thriving and evolving.

ARI hosts a Client Advisory Board comprised of senior decision makers representing a diverse range of industries. We also conduct an annual client satisfaction survey where we survey every North American client to collect feedback on our service levels. Through candid, unfiltered discussions with our Client Advisory Board stakeholders, and survey feedback, we gain tremendous insight about our strengths, and identify opportunities for further improvement. We don’t want to simply hear about how much you like your ARI experience – we want to have the hard conversations about where we can continue to grow. Fueled by this insight, we’re further integrating the voice of the customer into our strategic priorities, investments and business operations.

What You’re Telling Us

Through our discussions with the Client Advisory Board and some initial results from this year’s survey, we’ve identified several central themes as areas of focus for our leadership.

  • Make it easy to do business; ensure day-to-day operations run smoothly so drivers can focus on core responsibilities and not their vehicles.
  • Simply being really good at the basics isn’t enough; to be a truly successful strategic partner, invest in innovation and help us become a better business overall.
  • Reduce the noise by turning data into meaningful insight; don’t overload us with information or insignificant details.
  • Show us what “better” looks like and tell us how to get there; persistence is key; never stop showing us how we can improve.
  • Know our business, know our stakeholders; relationships matter.
  • Help us prepare for the future; know what’s next in mobility and understand what’s changing in our business; and together, help us prepare today for tomorrow’s challenges.

I’m excited about how the client advisory board and annual survey process have served as another important step towards validating what our customers value, and understanding their views on what makes a ARI strategic partner.

I cannot underscore enough just how much your voice matters. I promise you, we’re listening! Your feedback continues to fuel our drive to deliver a truly effortless experience for all clients.

The Evolution of Your Experience

This customer-first philosophy has led to one of our most significant investments to date; our Customer Experience Initiative that will leverage technology and data to make your lives easier

At the forefront of this investment is our client-facing technology. You desire a fleet experience with business transactions that mirror the increasing ease of B2C interactions in your personal life. You value our unparalleled fleet expertise, and want to access it in a way that is Google-fast and Apple-easy. Our Customer Experience Initiative will enhance the experience for all your fleet stakeholders – whether it’s a driver or an executive – with significantly more automation through a multi-channel engagement. This digital transformation focuses on streamlining non-value added transactional needs, proactively pushing information to the right people at the right time, and converting data into real action. Simply put, we’re going to better optimize your fleet operations by arming your team and our talented people with the technology and data they need to deliver on your expectations.

Another example of how the Customer Experience Initiative is fueling our evolution is the significant investment we’ve made into our Business Intelligence and Analytics (BI&A) team. You don’t need more data, you need more insight that can help you drive meaningful business improvements. This is precisely how our BI&A team is changing the conversation. This group is dedicated to transforming data into actionable information and helping you better understand the why behind your fleet challenges, leading to more impactful solutions.

Keeping our Promises

These are just a few examples of the direct impact your voice is having on the future of our business. We remain dedicated to delivering unrivaled service excellence. We’ll never “reset” because we’ve never wavered from our seven-decade commitment to supporting you. We’ll never be satisfied with “good enough” because we’re constantly motivated to keep improving on our previous personal best.

Our goal is to combine our promise to be a trusted partner with your feedback and the latest technology. We’ll benchmark our performance against the best in customer experience, not just fleet management. We’ll keep disrupting our current model, ensuring we remain agile as we continue to push ourselves to anticipate what’s next and evolve to help you turn challenges into opportunities.

The Customer Experience Initiative is the catalyst for this disruption and will ensure we continue to deliver on our promise of being a trustworthy strategic partner that helps drive meaningful improvements to your business.

What's Next