Articles by Lucy Peterson

When United Rentals announced Operation United as its strategy nearly two years ago, the emphasis was – and remains – squarely on differentiation through excellent customer service. In this exclusive interview with Lucy Peterson, CEO Michael Kneeland explains why the strategy also includes a focus on national and strategic accounts as the key to long-term growth.

For the first time since consolidation played out earlier in the decade, the US rental industry has had to weather a severe downturn. Two industry veterans describe what it’s like to be back in the dance, managing independent rental operations in a tough economy. Lucy Peterson reports.

Three of the biggest US rental companies – United Rentals, RSC and Volvo Rents - are using sophisticated customer benchmarking techniques to measure how they are performing. Lucy M Peterson reports.