Stamper and her team began by revamping the email templates because they needed to become mobile focused. 9 years of service . Receive the latest case studies and data on email, lead gen, and social media along with MarketingSherpa updates and promotions. If you know of another way to reach them that we don't show here, let us know by tapping No below where it asks if this page is helpful and giving us your feedback. “There was a lot of data behind this,” Stamper said, because “We were very fortunate in that [customers] sign a lease and give us a lot of information and we can tie that back to the behavior, in most cases.”. About Extra Space Asia. The process couldn’t have been easier With 10 different storage facilities located island-wide, you can be spoilt for choice. Rebuild in the best interest of your customers. They worked with customer personas to integrate different pieces together for a seamless email project. “We are here to support people when they are going through life transitions. Store your belongings at Extra Space Storage on 2240 S Xapary Way in Aurora, CO today! This infographic can get you started. Using video in email, Extra Space Storage customers were able to consume the educational video content right from their inbox, optimizing their customer experience, Stamper said. Questions? There are five solution emails, according to Stamper. The send topics focus on typical customer pain points: “You get those emails every other day throughout the first ten days after your reservation,” she said. “When we went to create the mobile experience, we did a lot of research into what's happening in the industry, what are other people doing, what messages do we have to include and then what questions are we not answering.”, Step #3. Step #2. It’s super clean and well maintained. 532 reviews of Extra Space Storage from Colorado Springs, CO Great storage unit. GetHuman provides free contact information and other useful tools for millions of customer per month to make customer service a bit easier and faster. Editorial HQ: MarketingSherpa LLC, PO Box 50032, Jacksonville Beach, FL 32240. “I know they're ‘just emails’ as some people will say to me … but we're not just sending emails and spamming our customers. Email Marketing: Extra Space Storage uses a customer-first approach for a 50% boost in email conversion rate, Mobile Marketing: How a private jet charter provider’s app averages 500 downloads a week using customer-centric booking experience, A 45% no-show rate for prospective customers who made reservations, An overwhelmed consumer new and unfamiliar with the self-storage process. If the customer misses the move in date, there are four follow up emails after that, the first of which arrives the day after your missed move in date. I absolutely loved my entire experience as a customer - I was welcomed and cared for. In other words, Extra Space Storage is storing people’s lives in our units. Click Here to Manage Subscriptions, Get Better Business Results With a Skillfully Applied Customer-first Marketing Strategy. They decided to tear it down to the studs, and rebuild it as a customer-first email program. Review/Comment; Update Listing; Reviews For Extra Space Storage Customer Service (1) lots of space. The storage information is listed in the email, she said, but “that’s not the primary point of the email. “We didn't start email until 2011. The “missed move out” series was added as part of that feedback. We really focused on answering those questions before the customer even realized they had those questions,” she said. Based on the findings, Stamper and her team created reservation emails with supporting videos to answer the questions in advance of the customer visiting an Extra Space Storage facility. Extra Space Storage faced two challenges with the reservation email campaigns: The primary goal through this email campaign was to convert reservations into actual rentals and, in turn, revenue. The primary point of the email is the value add. These issues came from being slower to adopt digital avenues with customers. As a result, it increased total mobile conversions by 24%. After that, for a customer who is moving at least two weeks out, a drip campaign is sent. The team at Extra Space Storage knew they were missing opportunities with customers using the current business-first email program. Shortcut: N/A - Edit. Instead, launching a comprehensive email campaign that kept a focus on customer pain points, and fostering conversation. Confirming the need for mobile responsiveness, Extra Space Storage rolled out a new mobile site in 2015 and saw a 34% increase in traffic to the mobile site. When I moved to a new state, the first thing I did was reach out to an Extra Space Storage location to get a storage unit. This was the best way to connect with our customer base if they were contacting us on the web,” she said. Previously, a customer would place the reservation, and a representative would immediately call them to confirm. “That's extremely valuable, and I think that applies to any organization. We were pretty late to the party. They’re going to continue testing at the call center with missed move in dates, she added, and see if there’s any way to help get them through the door. Enter your email below to receive MarketingSherpa news, updates, and promotions: Note: Already a subscriber? She and her team have to support customers with that conversation in email, Stamper added. COVID update: Extra Space Storage has updated their hours and services. To better understand how to convert its most valuable customers and increase conversions from mobile, the co mpany applied customer insights to enhance mobile site performance. Extra Space Storage has amazing jobs for phone-based customer service professionals at our beautiful Salt Lake City location. Our large selection of storage units, climate controlled units, drive up access, exceptional security, electronic gate access and helpful staff make finding the right self storage unit for you easy and hassle-free. Average Customer Rating. “The end goal for us was always conversion. Extra Space Storage has 1,400 storage facilities and close to 800,000 actual units across the country. Her team did a follow-up test that built out the content section further, adding emails that answered those questions and filled in any conversation gaps. Originally with there were only three solution emails sent to customers, but “we got a lot of feedback from our field employees that our customers still have a lot of questions,” she said. Storage Changes for Existing Customers To build an effective page from scratch, you need to begin with the psychology of your customer. They don't want our manager calling them to talk about their reservation,” she said. Step #1. Those numbers translate into customers with a wide variety of needs and backgrounds. Now … we always come back to, does it drive the conversation,” she said. We know our customers who interact with us through email are actually moving towards an SMS,” she said. 3 were here. Alongside this, building out functionality on the website where customers can self-serve, and make changes to their reservation. So we wanted to engage and connect with people and get them through the door,” she said. To choose your options for e-mail notification, please enter your e-mail address below and click Submit. For example, look at our Contact HMRC page. For that, drastic changes had to happen. For the first time in the company’s history, there was a 50% jump in attributed conversion rate for email, according to Stamper. Alongside the mobile responsiveness of the templates, Stamper and her team wanted to integrate personas in the campaign to ensure overall conversion. Extra Space Asia is the region’s dominant operator in self-storage solutions. Required fields denoted by an asterisk (). We can't really provide this kind of help if you're looking to contact Extra Space Storage because they don't have multiple lines or means of contact. You need a repeatable methodology focused on building your organization’s customer wisdom throughout your campaigns and websites. Extra Space Storage - Customer service Aug 23, 2019 @ Pissed Consumer And again, if you didn't realize it was an option and you'd rather have a dialog with somebody, you can actually phone them. By providing education and guidelines about the self-storage rental process, anticipating needs, and helping customers make informed purchase choices with Extra Space Storage, they were also building customer confidence. So we would pull them up on our phones and say, ‘Why didn't we ever look at this before? Extra Space Storage was looking to reduce cost, as well as speed up the overall rental process to quickly sign up new customers and get them moving in to their storage space. If a customer selects a move in date that's two days out versus two weeks out, the campaigns will be different. Alert type; Extra Space Storage Inc. End-of-Day Stock Quote Alert. Nobody cares. Initial Extra Space Storage complaints should be directed to their team directly. Infographic: How to Create a Model of Your Customer’s Mind. The email campaigns weren't mobile optimized and weren't built for the customer mindset, she said, and had to be built from scratch. “It was a series of phone calls. I had just lost my Mom and only sibling, my Brother. Our large selection of storage units, drive up access, exceptional security, electronic gate access, on site manager available and helpful staff make finding the right self storage unit for you easy and hassle-free. Scrutinize your current system for lost opportunities. “Our data shows that 45% of our prospective customers who place a reservation on our website are no-shows on their selected move-in date,” she said. “They'd prefer to get an email. It's not that.”. These CTA checklists are specifically designed for your team — something practical to hold up against your CTAs to help the time-pressed marketer quickly consider the customer psychology of your “asks” and how you can improve them. For example, look at our Contact HMRC page. “This is a little embarrassing, but I’m just going to embrace it,” Stamper said. Sharing is what powers GetHuman's free customer service contact information and tools. She and her team also used personalization to provide contextually-relevant value with a real-time location-based weather feed that provided move-in tips. Extra Space Storage Inc. SEC Alert. See how they reworked templates, personalized sends and addressed customer pain points to drive a 50% jump in attributed conversion rate for email – a first in company history. “We ran that test and we found that people who placed a reservation at our call center were more likely to engage with the store manager calls than they were the emails. Step #4. It was a nightmare, but I needed to save on storage. Shareholder Services; Email Alerts Email Alerts You may automatically receive Extra Space Storage Inc. financial information by e-mail. “It's a natural progression [that] customers are contacting us on the web. Forty-eight hours before the customer’s move in date, they will recieve a move in reminder that provides all the information they need. Contact Extra Space Storage customer service. Larger companies will sometimes have dozens of phone numbers and other means to contact their customer service teams- though chat, email, Twitter™ and a variety of media. Contact us at 6771 3100 to find out more! They didn't offer any support, answer questions. The customer-first approach of MarketingSherpa’s agency services can help you build the most effective strategy to serve customers and improve results, and then implement it across every customer touchpoint. As far as we know, there is only one way to contact Extra Space Storage, shown above. Customers have been inquiring about getting text messages with notifications and payment reminders, which Stamper and her team will also begin testing. Extra Space Storage doesn't have an online help desk for customer service, but you can call them on the phone. The missed move in email sends were actually a secondary test, according to Stamper, as an add-on along with the reservation solution emails. So they're expressing a strong demand for storage, but for some reason, 45% of those people who committed to a reservation don't actually show up on move in dates,” she said. “We know that there are strong emotions tied to the storage purchase. We're also looking at some different testing around our current customer communications from learning by channel. Extra Space Storage typically costs anywhere from $25 to $500 per month depending on the location, the size of the unit, and whether you need a climate-controlled unit. Continually solicit optimization feedback. I am an actual customer (victim) of Extra Space. After utilizing a lot of behavioral research, data, and even utilizing a Myers-Briggs personality-type indicator, they were able to come up with template aspects that spoke to each specific customer group. Or just take advantage of GetHuman's tools for getting attention on your issue faster: Unfortunately, Extra Space Storage does not offer live chat as a channel for customer service at this time. They want to be spoken to in the channel that they've contacted us in.”. ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Extra Space Storage Customer Service. The storage space business model is similar to the rental car industry, Stamper explained. Apply to Store Manager, Assistant Store Manager, Office Coordinator and more! They weren't engaging. Extra capacity can be added by purchasing platform capacity add-on's: Common Data Service for Apps Database Capacity @ £30.20 per GB; Common Data Service for Apps File Capacity @ £1.50 per GB; Common Data Service for Apps Log Capacity @ £7.50 per GB; All prices exclude VAT. This case study is a Reader’s Choice nominee for the MarketingSherpa Summit 2017 Awards, the second of four that will be published over the next two weeks. If you tap or click on the link for it, you'll see our best data and advice for what to do when you reach out to Extra Space Storage, sourced from millions of other customers that come here to GetHuman each month. Want to add a subscription? ASUS WebStorage is a Cloud Storage Service that helps user backup data, sync file between devices and share data to friends. Infographic: 21 Psychological Elements that Power Effective Web Design. Join our thousands of weekly case study readers. That's another group that we've been testing that we've built on and we started optimizing.”. Experience the professionalism, cleanliness, and commitment to exceptional customer service that Extra Space Storage is known for. These guys are crooks. “Sixty percent of our customers have actually never used storage before. 7 Steps to Discovering Your Essential Value Proposition with Simple A/B Tests. To alleviate the stress and emotions tied to this purchase experience, we researched to find out the main questions our customers have at the point of rental,” she said. Nearly half of the customers renting with Extra Space Storage have never used storage before, according to Stamper. I was moving my things into storage to move in with my family after trying to take my own life. This includes a reminder to bring their driver’s license, the unit address and as part of adding value and leveraging personalization, the email has moving day weather information in the footer. You couldn't read it. Contact Customer Service at customer.service@marketingsherpa.com, © 2000-2021 MarketingSherpa LLC, ISSN 1559-5137 The number of subscribers was growing and so was the amount of customer data the company was capturing. We want to take it one step further. In 2013, Extra Space Storage felt they needed better email marketing capabilities to improve how they were engaging a growing customer base. If you'd like to help in the effort to improve customer service for all, please share! 100% recommend Extra Space Storage but specifically Miramar and Hialeah locations due to the fact that the service … Extra Space Storage customer service phone number along with tips, reviews, hours and other useful links. Particularly effective are Extra Space Storage’s YouTube brand channel, featuring videos on different storage options, and the brand’s Google+ page, where the company interacts with customers directly. This means that customers can make a reservation without commitment, and the actual profit happens when they show up to rent the storage unit. This list is based on the input of employees who provide career and company feedback on Glassdoor, one of the world's largest job and recruiting sites. Or look at our Contact CenturyLink page. Ensure emails are mobile responsive. For example, they are testing the calls a local facility manager will make to a customer to confirm the reservation. Selligent – Extra Space Storage’s email vendor, Mobile Marketing: How a private jet charter provider’s app averages 500 downloads a week using customer-centric booking experience – Another Reader’s Choice Nominee, B2C Marketing: How Sunrise Senior Living increased on-site leads by 12% with a digital UX test, Website Optimization: How MasterControl ran a 45-page test to achieve a 52% lift. “We wanted to continue that into email and continue that conversation,” she said. Stamper explained that the customer base is unique in that the company doesn’t cater to one specific demographic. Extra Space Storage Inc., headquartered in Salt Lake City, Utah, owns and/or operates over 1,850 self-storage properties in 43 states, Washington, D.C. and Puerto Rico. Customer service contacts and company information. Nearest Storages in Annapolis, MD. The selection and registration process was quick and easy, and the price was lower than their competitors. You may be eligible for a sign-on bonus, and we do our best to offer flexible scheduling when possible to support a healthy work-life balance. They then took those four personas and worked through the purchasing patterns of each, to figure out what would convert each of them best. You can't even read it,’” she said. Fernando's Customer Service In behalf of Drive Technology, Fernando spoke to me and was very nice and helpful on the information I was trying to seek in order to rent a storage space. They have no experience with a selecting a storage unit, the lease process or what questions to ask before visiting storage facilities. “Since storage is a needs-based purchase, we know, in most cases, their need hasn’t gone away … which means there is a lot of opportunity to convert them to new or repeat customers.”. Extra Space Storage Customer Services & Support Salaries 1,086 salaries (for 233 job titles) Updated Nov 3, 2020 1,086 Extra Space Storage employees have shared their salaries on Glassdoor. Stamper and her team scrapped the entire original campaign and built it back from the ground up. GetHuman does not work directly with Extra Space Storage's customer support operations. My rent was raised 25% 3 months and about 40% in the last year. Score 5. This lead them to the realization that customers might prefer digital communications. 1 reviews of Extra Space Storage from Florham Park, NJ I found Doug and Lee to be extremely professional, helpful and easy to deal with. But we hope GetHuman can help you again in the future if you need contact information for another company. Then, they would call to remind them about the upcoming date. The email marketing program at Extra Space Storage has grown to as many as 1.3 million personalized sends per month. You can only get help from Extra Space Storage one way that we know of and that is by phone. Extra Space Storage properties comprise approximately 1,010,000 units and over 585M square feet of rentable storage space, offering customers a wide selection of affordable and conveniently located and secure storage solutions across the country, including personal storage, boat storage, RV storage and business storage. Founded in 2007, our first facility in Singapore changed the way people live and work, by providing professionally managed services, state-of-the-art security, and round-the-clock accessibility for customers to live bigger and better lives. If your going to Ft. Carson and need a storage unit it’s the place to go easy close access to the gates. Extra Space Storage Customer Service; Extra Space Storage Customer Service Phone Number Phone Number: (888) 586-9658. Internal data shows that storage facility customers share a commonality in that they are usually going through some kind of emotional life transition, like moving, marriage, divorce or the death of a loved one. “We've been so focused on converting people from the point of reservation to rental that we didn't really dig into that 45%,” Stamper said. From a design standpoint, Stamper and her team worked with an email vendor to ensure that the messaging and templates were optimized to highlight the pieces that would be most important to the customer, while still being conscious of the mobile space. We did a lot of research around what questions do they have. After launching the mobile website, Extra Space Storage saw a 23% increase in rentals via mobile devices, with no decrease in desktop rentals, “Internally, the big picture takeaway that we constantly go back to is never disregard the conversation with your customer,” she said. “We have call center agents that go in at 5:00 in the morning and even night agents. Email began to be looked at as a way to still continue the conversation with customers, but “do it in a way they're comfortable with and a way that it's actually something we can leverage in our industry,” Stamper said. Experience the professionalism, cleanliness, and commitment to exceptional customer service that Extra Space Storage is known for. Because of this, customers were reaching out to the call center and visiting the website at all hours of the day. Extra Space Storage consumer reviews, complaints, customer service. 227 Extra Space Storage jobs available on Indeed.com. Extra Space Storage’s rates vary based on a number of different factors. This is helpful, Stamper said, because as many as 30% of customers who miss their date report still having a storage need. “When you would pull up our emails, it was a text email with a header and a footer that was cramped into our mobile phone. Revenue of Extra Space Storage in the U.S. 2015-2019 Debt of Extra Space Storage in the U.S. 2015-2017 Debt to total enterprise ratio of Extra Space Storage in the U.S. 2016-2017 “We've done what we call internally ‘map versus no map.’ We've actually on certain markets stripped the calls completely off and on other markets we've hired sales coaches and we've gone out and worked with employees to make the calls, to see what the customer behaviors are,” she said. I moved my 10 x 10 storage from Los Gatos the way to Folsom to save money. “For example, they don’t know how much storage they will need or how storage leases work. The views and opinions expressed in the articles of this website are strictly those of the author and do not necessarily reflect in any way the views of MarketingSherpa, its affiliates, or its employees. Extra Space Storage was chosen by our panel of judges for the team’s willingness to do away with an email program that wasn’t working for their customers. I like that they have a way to confirming it’s your lock so it made me feel like they where always monitoring the units ensuring everything was good to go. Extra Space Storage knows happy employees are ready to go the extra mile for our customers. DocuSign Solution Extra Space Storage started a pilot program with DocuSign, and following overwhelming success, decided to launch DocuSign across its almost 900 locations over the course of several weeks. It was very important, she added, that this be a move that fit the company and its customers. Nearest Storages in Stratford, CT. Get Store Hours, phone number, location, reviews and coupons for Extra Space Storage located at 70 E Main St, Stratford, CT, 06614 Extra Space Storage has no customer email, Extra Space Storage has no twitter handle, Fastest way to talk to a real Extra Space Storage rep. 4 reviews of Extra Space Storage "My recent experience with Extra Space Storage was outstanding. We gutted our email program to come up with what we have today,” she said. As her team started building out the mobile site, they realized that there was a mobile customer base for the industry. Get Store Hours, phone number, location, reviews and coupons for Extra Space Storage located at 9 Old Mill Bottom Rd N, Annapolis, MD, 21409 As an added challenge, it had only one individual who was solely responsible for the company’s email marketing. But with call center leads, they want to connect one-on-one with a person more than they can through the Internet. Please visit our blog on Monday, September 12 to vote for the Reader’s Choice Award. I came to Extra Space Storage Storage… I came to Extra Space Storage Storage at 2700 Whitney Place 2700 District Heights, MD 20747 during a very difficult point in my life. The team at Extra Space Storage knew they were missing opportunities with customers using the current business-first email program. Extra Space Storage® Inc., the second-largest operator of self-storage in the U.S., wants to be there for people at the crossroads of life events. She and her team tied all of the available data together to come up with four different personas to represent the customer base. Matt was professional, helpful, and knowledgeable, and we were able to move things to a perfect unit the same day. Can we pull them back in? “There's no nice way to put it. With these customer insights, Extra Space Storage needed a way to harness this data to provide increased value to each prospective customers, and existing customers alike. Read Roz’s Story Roz, Safety Manager Tell us about your journey at Extra Space Storage. Unfortunately, Extra Space Storage does not offer live chat as a channel for customer service at this time. Extra Space Storage is pleased to announce that we've been recognized with a Glassdoor Employees' Choice Award for the Best Places to Work in 2020. A free template to help you win approval for your proposed projects and campaigns. Extra Space Storage emails up to this point were transactional and even cold, according to Stamper. Valuable extras include disposable email addresses to protect your privacy, and a mammoth 1TB of mailbox storage means you can keep just about everything you receive, for a … They still engage with the emails but not at the rates that we see from … people who make reservations on the web,” she said. 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