From a digital standpoint, the team knows that the customers who are reserving online or engaging in emails are absorbing the information. Step #4. Extra Space Asia is the region’s dominant operator in self-storage solutions. But we hope GetHuman can help you again in the future if you need contact information for another company. Stamper and her team scrapped the entire original campaign and built it back from the ground up. Alert type; Extra Space Storage Inc. End-of-Day Stock Quote Alert. These guys are crooks. So we wanted to engage and connect with people and get them through the door,” she said. Editorial HQ: MarketingSherpa LLC, PO Box 50032, Jacksonville Beach, FL 32240. The email marketing program at Extra Space Storage has grown to as many as 1.3 million personalized sends per month. Those numbers translate into customers with a wide variety of needs and backgrounds. 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. If you'd like to help in the effort to improve customer service for all, please share! 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. Stamper and her team began by revamping the email templates because they needed to become mobile focused. 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. 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. I know a lot of people look at the storage industry and they say that it's a bunch of empty garage space, but we don't ever look at it that way,” said Jennifer Stamper, Interactive Marketing Manager, Extra Space Storage. Extra Space Storage - Customer service Aug 23, 2019 @ Pissed Consumer Scrutinize your current system for lost opportunities. GetHuman provides free contact information and other useful tools for millions of customer per month to make customer service a bit easier and faster. “We wanted to continue that into email and continue that conversation,” she said. Contact us at 6771 3100 to find out more! After that, for a customer who is moving at least two weeks out, a drip campaign is sent. 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. “For example, they don’t know how much storage they will need or how storage leases work. Website: Extra Space Storage Website Extra Space Storage Customer Service Hours N/A - Edit. 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. So when we did start email, we were just sending transaction notices.”, Engagement wasn’t very high, she said, and “it wasn't something you put a lot of resources against or looked into.”. She and her team have to support customers with that conversation in email, Stamper added. “We know that there are strong emotions tied to the storage purchase. You need a repeatable methodology focused on building your organization’s customer wisdom throughout your campaigns and websites. But with call center leads, they want to connect one-on-one with a person more than they can through the Internet. The email campaigns weren't mobile optimized and weren't built for the customer mindset, she said, and had to be built from scratch. I was moving my things into storage to move in with my family after trying to take my own life. 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. We're also looking at some different testing around our current customer communications from learning by channel. We gutted our email program to come up with what we have today,” she said. 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. “It was a series of phone calls. This infographic can get you started. 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. Unfortunately, Extra Space Storage does not offer live chat as a channel for customer service at this time. In 2013, Extra Space Storage felt they needed better email marketing capabilities to improve how they were engaging a growing customer base. Stamper explained that the customer base is unique in that the company doesn’t cater to one specific demographic. Nearly half of the customers renting with Extra Space Storage have never used storage before, according to Stamper. 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. These issues came from being slower to adopt digital avenues with customers. “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.”. They don't want our manager calling them to talk about their reservation,” she said. The “missed move out” series was added as part of that feedback. 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. For that, drastic changes had to happen. Review/Comment; Update Listing; Reviews For Extra Space Storage Customer Service (1) lots of space. COVID update: Extra Space Storage has updated their hours and services. Alongside the mobile responsiveness of the templates, Stamper and her team wanted to integrate personas in the campaign to ensure overall conversion. I was a customer of Extra Space Storage for years. It's not that.”. The team at Extra Space Storage knew they were missing opportunities with customers using the current business-first email program. A free template to help you win approval for your proposed projects and campaigns. GetHuman works with customers everywhere to compile the best tips and tools for reaching call centers faster and solving common customer problems effectively. Customers have been inquiring about getting text messages with notifications and payment reminders, which Stamper and her team will also begin testing. For example, look at our Contact HMRC page. The company needed an ESP that … We did a lot of research around what questions do they have. Store your belongings at Extra Space Storage on 2240 S Xapary Way in Aurora, CO today! 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. Extra Space Storage knows happy employees are ready to go the extra mile for our customers. We want that information to be in front of you.”. ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Extra Space Storage Customer Service. Now … we always come back to, does it drive the conversation,” she said. 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. I am an actual customer (victim) of Extra Space. Ensure emails are mobile responsive. If a customer selects a move in date that's two days out versus two weeks out, the campaigns will be different. 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. 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. “I know they're ‘just emails’ as some people will say to me … but we're not just sending emails and spamming our customers. Extra Space Storage Inc. SEC Alert. 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 … Shareholder Services; Email Alerts Email Alerts You may automatically receive Extra Space Storage Inc. financial information by e-mail. Rebuild in the best interest of your customers. This was the best way to connect with our customer base if they were contacting us on the web,” she said. Storage Changes for Existing Customers Required fields denoted by an asterisk (). Extra Space Storage doesn't have an online help desk for customer service, but you can call them on the phone. 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. “That's extremely valuable, and I think that applies to any organization. Extra Space Storage customer service phone number along with tips, reviews, hours and other useful links. “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. To choose your options for e-mail notification, please enter your e-mail address below and click Submit. Customer service contacts and company information. 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. Continually solicit optimization feedback. Sends were based around the customer’s move in date, she said. Alongside this, building out functionality on the website where customers can self-serve, and make changes to their reservation. “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. Then, they would call to remind them about the upcoming date. The storage information is listed in the email, she said, but “that’s not the primary point of the email. The number of subscribers was growing and so was the amount of customer data the company was capturing. I paid movers on each end of the move, and rented a truck to move everything. 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. Extra Space Storage consumer reviews, complaints, customer service. If your going to Ft. Carson and need a storage unit it’s the place to go easy close access to the gates. 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. Because of this, customers were reaching out to the call center and visiting the website at all hours of the day. The selection and registration process was quick and easy, and the price was lower than their competitors. “The end goal for us was always conversion. Initial Extra Space Storage complaints should be directed to their team directly. They worked with customer personas to integrate different pieces together for a seamless email project. As far as we know, there is only one way to contact Extra Space Storage, shown above. Extra Space Storage’s rates vary based on a number of different factors. 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. Customers receive a reservation confirmation email immediately that goes over what the next steps are, what to expect and a thank you for the reservation. This infographic can get you started. Infographic: 21 Psychological Elements that Power Effective Web Design. 100% recommend Extra Space Storage but specifically Miramar and Hialeah locations due to the fact that the service … 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. Infographic: How to Create a Model of Your Customer’s Mind. 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. You can help! Matt was professional, helpful, and knowledgeable, and we were able to move things to a perfect unit the same day. Instead, launching a comprehensive email campaign that kept a focus on customer pain points, and fostering conversation. This lead them to the realization that customers might prefer digital communications. You couldn't read it. What information do we need to provide them before they show up at the store? 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. 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 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. The primary point of the email is the value add. 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. 9 years of service . Extra Space Storage emails up to this point were transactional and even cold, according to Stamper. 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. There are five solution emails, according to Stamper. 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. We were pretty late to the party. GetHuman does not work directly with Extra Space Storage's customer support operations. Experience the professionalism, cleanliness, and commitment to exceptional customer service that Extra Space Storage is known for. To build an effective page from scratch, you need to begin with the psychology of your customer. “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.”. That's another group that we've been testing that we've built on and we started optimizing.”. Previously, a customer would place the reservation, and a representative would immediately call them to confirm. 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. Forty-eight hours before the customer’s move in date, they will recieve a move in reminder that provides all the information they need. There have been three iterations to get the email program where it is today, she added, and testing is ongoing. Nearest Storages in Annapolis, MD. Questions? This means that customers can make a reservation without commitment, and the actual profit happens when they show up to rent the storage unit. Step #1. “That one won't be in our sales funnel, but it's something that we definitely want to leverage and see if we can move the needle with our current customers and their satisfaction,” she said. 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. 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. In those cases, we can tell you which ones are the best and compare the options side by side for wait time, reply time, quality of communication, quality of customer care, customer votes and more. Experience the professionalism, cleanliness, and commitment to exceptional customer service that Extra Space Storage is known for. Step #2. It was very important, she added, that this be a move that fit the company and its customers. 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. For example, look at our Contact HMRC page. They decided to tear it down to the studs, and rebuild it as a customer-first email program. I had just lost my Mom and only sibling, my Brother. 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. 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. “Why didn't they move in, and can we reengage them? She and her team tied all of the available data together to come up with four different personas to represent the customer base. Want to add a subscription? “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. 227 Extra Space Storage jobs available on Indeed.com. “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. So we would pull them up on our phones and say, ‘Why didn't we ever look at this before? Please visit our blog on Monday, September 12 to vote for the Reader’s Choice Award. It's just seeing more people walk through the door,” she said. We want to take it one step further. 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. “It's a natural progression [that] customers are contacting us on the web. “We didn't start email until 2011. The missed move in email sends were actually a secondary test, according to Stamper, as an add-on along with the reservation solution emails. Contact Customer Service at email@example.com, © 2000-2021 MarketingSherpa LLC, ISSN 1559-5137 Receive the latest case studies and data on email, lead gen, and social media along with MarketingSherpa updates and promotions. Apply to Store Manager, Assistant Store Manager, Office Coordinator and more! This email reminds them of that, and gives them an opportunity to make a new reservation. About Extra Space Asia. Read Roz’s Story Roz, Safety Manager Tell us about your journey at Extra Space Storage. 532 reviews of Extra Space Storage from Colorado Springs, CO Great storage unit. 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. 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. 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 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. “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. 7 Steps to Discovering Your Essential Value Proposition with Simple A/B Tests. 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. They want to be spoken to in the channel that they've contacted us in.”. You can only get help from Extra Space Storage one way that we know of and that is by phone. “They'd prefer to get an email. You can call Extra Space Storage at (888) 586-9658 toll free number, write an email, fill out a contact form on their website www.extraspace.com, or write a letter to Extra Space Storage Inc, 2795 East Cottonwood Parkway, Suite … They are often overwhelmed by their lack of knowledge about the purchase they are making,” she said. “There are quite a few different things [we want to test.] We know our customers who interact with us through email are actually moving towards an SMS,” she said. As her team started building out the mobile site, they realized that there was a mobile customer base for the industry. The team at Extra Space Storage knew they were missing opportunities with customers using the current business-first email program. 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. 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. It was a nightmare, but I needed to save on storage. We really focused on answering those questions before the customer even realized they had those questions,” she said. 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. 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. “Our solution was to innovate our email marketing to meet the needs of these two types of consumers,” Stamper said. ASUS WebStorage is a Cloud Storage Service that helps user backup data, sync file between devices and share data to friends. Click Here to Manage Subscriptions, Get Better Business Results With a Skillfully Applied Customer-first Marketing Strategy. That's coming from somebody who didn't think email mattered in the storage industry. My rent was raised 25% 3 months and about 40% in the last year. 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. 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. For the first time in the company’s history, there was a 50% jump in attributed conversion rate for email, according to Stamper. “We are here to support people when they are going through life transitions. As a result, it increased total mobile conversions by 24%. This is helpful, Stamper said, because as many as 30% of customers who miss their date report still having a storage need. Can we pull them back in? “We have call center agents that go in at 5:00 in the morning and even night agents. 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. As an added challenge, it had only one individual who was solely responsible for the company’s email marketing. They weren't engaging. They then took those four personas and worked through the purchasing patterns of each, to figure out what would convert each of them best. As far as we know, there is only one way to contact Extra Space Storage, shown above. Or look at our Contact CenturyLink page. Score 5. 4 reviews of Extra Space Storage "My recent experience with Extra Space Storage was outstanding. In other words, Extra Space Storage is storing people’s lives in our units. “They weren't friendly. They still engage with the emails but not at the rates that we see from … people who make reservations on the web,” she said. Sharing is what powers GetHuman's free customer service contact information and tools. They didn't offer any support, answer questions. For example, they are testing the calls a local facility manager will make to a customer to confirm the reservation. 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. Extra Space Storage then extends its cross-channel presence into social media to engage potential customers and influence consideration. They decided to tear it down to the studs, and rebuild it as a customer-first email program. Shortcut: N/A - Edit. Enter your email below to receive MarketingSherpa news, updates, and promotions: Note: Already a subscriber? These storages have … “There's no nice way to put it. “Sixty percent of our customers have actually never used storage before. 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. I absolutely loved my entire experience as a customer - I was welcomed and cared for. Average Customer Rating. 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