There’s an emphasis in the self-storage industry today on refining the customer experience (CX) to better reach prospects and satisfy tenants. Of course, the coronavirus pandemic has certainly forced facility operators to up their game in this regard. They’ve had to refocus their efforts online and in-store to make storage simple and safe in today’s complex environment.
In this “Sounds of Storage” podcast, Inside Self-Storage Editor Amy Campbell speaks with Stacie Maxwell, vice president of marketing and training for Universal Storage Group (USG), about how the CX is evolving amid the health crisis, and ways to improve service to new and existing customers. She shares strategies her company has employed, and closes with pointers to help owners and supervisors support their staff in this whirlwind time.
Duration: 11 minutes, 57 seconds
Maxwell has nearly two decades of self-storage experience. She currently oversees the branding, design and marketing programs for USG and its properties as well as its multi-phase training programs. Before joining the company in 2001, she gained executive-level knowledge as a restaurant manager, corporate trainer and assistant controller.
USG offers third-party management, comprehensive training programs, and start-up or conversion services including facility design, feasibility studies and brand development. The company owns six facilities and manages more than 70 for other owners.