Self Storage Lab

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Self Storage Lab

Join us for our brand new show, The Self Storage Lab–a new podcast deconstructing how operators are adapting to today’s technology-driven landscape and how it might impact your business. In the age of hyper-informed, store-anywhere customers, your business needs to be always on, data-driven, and customer-centered. Whether you’re a thousand location operator or looking to get into self storage with your first property, nerd out with us as we help you decide what’s best for your business. tryswivl.com tryswivl.com/blueprint

  1. 3 ОКТ.

    Using Technology to Reduce Expenses w/ Raheem Amer

    Today’s episode zeroes in on using technology to slash expenses and redefine the role of the manager. We'll discuss everything from the latest tech innovations to old tech and DIY budget-friendly solutions that have stood the test of time. Plus, we'll dive into effective ways to incentivize managers in this evolving tech landscape. Joining us is Raheem Amer, President at MyPlace Self Storage. With a rich background that includes roles such as president of Mini Mall Storage Properties and senior positions at Devon Self Storage and Extra Space Storage, Raheem brings a wealth of knowledge in operations, acquisition, go-to-market strategy, and revenue management. Today, he'll share his insights on leveraging technology to enhance efficiency and managerial effectiveness. Mentioned RaFa Davinci CIA Access System Drones

    57 мин.

  2. 20 АВГ.

    Third Party Marketing Strategies w/ Melissa Stiles of SAM

    In this episode of the Self Storage Lab, the focus is on third-party management with a special emphasis on branding and marketing strategies. Melissa Stiles, Chief Marketing Officer at Storage Asset Management (SAM), joins the discussion to share her extensive experience and insights. Key topics include grassroots marketing, reputation management, word-of-mouth referrals, and digital marketing techniques. Melissa also elaborates on the role of influencers, the use of AI in marketing, and how to stay updated with evolving marketing tools. Additionally, Melissa talks about the importance of community-based strategies and handling reviews to enhance brand presence and customer experience. Mentioned in this Episode 01:01 Melissa's Background and Unique Skills 03:44 Diving into Self Storage Marketing 05:07 Core Principles of Successful Marketing 07:34 Brand Awareness and Grassroots Marketing 14:42 Influencer Marketing in Self Storage (youtube, tiktok, instagram) 24:13 Data-Driven Marketing Decisions 31:12 Leveraging Local Relationships for Marketing 32:11 Exploring Geofencing and Micro-Influencer Strategies 33:54 Brand Differentiation and Hyperlocal Focus 39:05 Reputation Management and Review Strategies 47:14 Integrating AI in Business Operations

    59 мин.

  3. 18 ИЮН.

    Remote Management and Kiosk Tech w/ Go Store It

    Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business. In episode 22 of the Self Storage Lab, the team sheds light on how self-storage operators are adapting to the latest in tech. From the latest in kiosk technology to advanced unattended systems, they dive into insights on how operators can make their implementation in manned and unmanned setups work. Getting nerdy with us today is Beau Agnello, Chief Operating Officer at Go Store It. Beau brings a rich background from his roles at National Storage and Extra Space Storage, where he contributed to product innovation and managed a significant portfolio. Beau emphasizes the importance of enhancing customer experience through technology and shares the data-driven approach Go Store It employs to remain competitive. The conversation also explores the evolution of staff roles, remote management strategies, and lessons learned in integrating new technologies for a consistently excellent customer journey. Mentioned in this episode 00:23 - Meet Beau Agnello 01:10 - Exploring Remote Management Technology 02:28 - The Evolution of Self-Service Kiosks 04:40 - Customer Journey: Attended vs. Unattended 05:09 - Reframing the Purpose of Kiosks 06:46 - Enhancing Customer Experience with Technology 12:59 - Virtual Management and Security 19:21 - Specializing Roles for Efficiency 22:06 - Data-Driven Insights and Customer Behavior 32:44 - Impact on Business Metrics and Valuation 36:36 - Balancing Cost and Customer Experience 38:25 - Implementing Kiosk Technology: Lessons Learned 39:57 - Understanding Customer Behavior 43:31 - Key Features for Kiosk Solutions 45:19 - Educating Your Team and Customers 49:35 - Exploring Other Technologies 51:28 - Innovations in Other Industries 59:05 - Final Thoughts and Future Directions

    1 ч. 2 мин.

  4. 3 ИЮН.

    Week in AI: Mishaps, Google Search, Multi-Modal, Hardware Devices

    Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business. In episode 21 of the Self Storage Lab, we’re diving back into the world of AI with all of the recent buzz over the last week. We review key announcements from the Google I.O. conference, including AI overviews in search, and OpenAI's new product developments. The discussion covers how these advancements might affect search behaviors, content strategies, and digital marketing, especially for businesses dependent on web traffic. The conversation extends to issues of accuracy and potential disruptions in organic search rankings, exploring the broader impact on operations, security, and customer interactions within the self-storage sector. Mentioned in this episode: 00:34 Google's AI Overview: A Game Changer? 01:48 Impact on Content Strategies and SEO 02:26 User Experience and Competitor Analysis 04:59 Google's Experimentation and Future Directions 08:01 Monetization Challenges and Global Search Trends 11:10 Adapting Content for AI-Driven Search 20:32 The Role of Thought Leadership and Social Media 27:55 Brand Equity in Self Storage 28:35 Newsletter Announcement 29:01 AI Hallucinations and Accuracy 30:54 The Future of Search and AI 35:12 AI Hardware Innovations 36:43 Wearable AI Devices 40:41 AI in Photography and Self Storage 49:41 AI Agents and Security Systems 52:43 Rapid Fire AI News

    59 мин.

  5. 8 МАЯ

    Access Control: How SAM and Five Star Storage do it w/ Lynn Sykes & Eric Gardner

    Welcome to the Self Storage Lab — where we deconstruct how operators are adapting to today’s technology-driven landscape and how it might impact your business. This episode explores the critical transition from manual to automated access and security systems in the self-storage industry. It highlights the drive for automation prompted by competitive market dynamics and evolving consumer expectations, particularly from younger, tech-savvy customers. Guests Eric Gardner, Director of Marketing at Five Star Storage, and Lynn Sykes, Sr. Vice President of Operations at Storage Asset Management, discuss the benefits of sophisticated access and lock systems, including enhanced customer convenience and security, and the operational efficiencies these technologies offer. They delve into the importance of selecting compatible service partners, the impact of these systems on customer service and the staff experience, and the financial considerations of adopting new access control technologies. The conversation also touches on the need for thorough training and the integration of new technologies with existing systems to ensure seamless operations and enhanced customer satisfaction. Episode Guide 01:14 Introduction and Personal Journeys 04:17 Exploring Access Control: Definitions, Changes, and Customer Expectations 05:36 Exploring Access Control Systems: From Manual Gates to State-of-the-Art Technology 08:17 The Impact on the Customer and Staff Experience 14:13 The Data-Driven Approach: Leveraging Insights for Strategic Decisions 17:49 The Impact of COVID-19 on Access Patterns and Technology Adoption 20:28 Remote Management and the Role of Technology in Customer Satisfaction 22:49 Technology Adoption and Measuring ROI 26:28 Budgeting for Technology Upgrades in Self Storage Facilities 32:33 Exploring Customer Reviews and Shopping Habits 33:20 The Importance of Customer Service and Service Partners 35:50 Managing Remote and Hub-and-Spoke Locations 38:39 Adopting AI and Security Technologies 44:06 Innovative Access Control and Security Measures 47:22 Marketing Strategies and Customer Communication 53:36 Preparing for Technology Transitions and Upgrades 57:58 Enhancing the Customer Experience

    1 ч. 9 мин.

  6. 20 МАР.

    Part 3 - State of Technology: Conversational Trends

    Today’s episode will be the final episode on our special series covering our report on the State of Technology in Self Storage. We discuss our main takeaways from analyzing over 2 million customer conversations used to optimize day to day operations, and cover topics including patterns in customer inquiries, most frequently asked about unit size and amenities, and much more. If you haven’t already, go download the second edition of our industry report directly on our website We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe. Mentioned in this episode Understanding Customer Inquiries: Service vs. Sales Our analysis revealed distinct patterns in customer interactions, primarily divided into service-related and sales-related conversations. Service dominates: Approximately 70% of inquiries are service-related, highlighting the need for efficient account management and payment systems. Sales opportunities: The remaining conversations focus on unit availability and amenities, signaling strong sales leads. Operational Efficiencies Through Automation Automated systems are proving to be a game-changer in managing routine tasks, significantly reducing the operational burden on staff. Automating routine tasks: Solutions like bill payments and account updates through automation help streamline operations. Enhanced customer service: Automation not only saves time but also ensures consistent, high-quality customer interactions. Trends in Customer Behavior Our analysis unearthed interesting trends regarding customer preferences and behaviors, which can inform targeted marketing and service offerings. Short-term storage needs: A noticeable shift towards shorter rental periods, with many customers inquiring about monthly or even weekly rentals. After-hours inquiries: A significant volume of messages arrive outside traditional business hours, suggesting the importance of 24/7 customer service options. The Rise of Digital Communication Digital channels are becoming the preferred method for customer interactions, offering opportunities for real-time engagement and support. Preferred communication channels: Customers are increasingly choosing text messages, web chat, and other digital platforms over phone calls. Channel effectiveness: Analyzing which digital channels lead to higher conversion rates or more efficient resolution of service issues. Seasonal Variations and Customer Needs Our data also highlighted seasonal patterns in customer inquiries, which can help operators anticipate fluctuations and adjust their strategies accordingly. Seasonality in self-storage: Insights into how customer needs vary by season, informing inventory management and promotional activities. After-hours engagement: A significant volume of conversations occurs outside of traditional business hours, suggesting the need for around-the-clock support options. Looking Ahead: Personalization and Precision The future of self-storage lies in leveraging data to offer personalized experiences and optimize operations based on precise customer insights. Granular data analysis: The potential to break down data by location or specific customer segments for targeted improvements. Innovative communication strategies: Exploring new channels and technologies to enhance customer engagement and satisfaction. As the self-storage industry continues to navigate a technology-driven landscape, understanding and adapting to customer needs through data analysis will be key to staying competitive and delivering exceptional service. Our findings underscore the critical role of automation, digital communication, and personalization in shaping the future of self-storage operations.

    37 мин.

  7. 5 ФЕВР.

    Part 2 - State of Technology: Understanding Technology Trends

    Hoping to stand out in this competitive landscape and focus inwardly on improving operational efficiency, operators are looking to the integration of innovative technology and the inclusion of customer-centric amenities within their facilities. Today’s episode will be part 2 of 3, where we'll touch on the state of technology being utilized today throughout the industry. We start by breaking down the different tools available to operators, big and small, to help run their day-to day, plus how automaton can make you a better operator. Mentioned in this episode: Intro to Technology We asked ourselves the following questions. What issues were operators trying to solve this year? / What was top of mind this year? What to look forward in the coming year? Online Presence Breakdown The rise of digital marketing has created different touch-points for customers to engage with your brand. Prospects are now further down the marketing funnel when they eventually talk to your store team. They will have already visited your website, read some reviews, and perhaps browsed through your rates. You have to ensure you can service prospects and tenants wherever they are.   Back of Office Breakdown The back of office tech stack is the core of running and operating your self storage operations. These tools help an operator easily manage, monitor, and run their stores and their teams. These directly impact operations, revenue, and tenant management and support measures. Facility Operations Breakdown Over the last year there’s been a big push on this front. We’ve seen a lot of good stuff at trade shows related to state of the art hardware and software tools. These tools are helping operators streamline facility operations by helping to reduce operating costs and drive a renewed focus on their IN-STORE customer experience. If you haven’t already, go download the second edition of our industry report “The State of Technology in Self Storage”. We cover a ton of data points focused on how operators should think about putting The Modern Customer at the center of their universe. We also unpack over 2 million conversations with customers in the past year. We think you’ll really like it. Stay tuned for Part III where we explore the entirety of swivl’s conversational data trends and how AI is impacting Self Storage today.

    1 ч. 2 мин.

  8. 20.12.2023

    Part I - State of Technology: Uncovering Customer Trends

    Consumer behavior has changed and operators need to rapidly adopt technology to stay current in today's economic landscape. Just last week, we put the final touches to our newest edition of the State of Technology in Self Storage. Building off of two years of data and a mass surge towards AI-driven experiences, the report highlights unique insights to showcase how new technologies are affecting the industry. This special series will be divided into three episodes, going over the main sections of the report: The Trends our data showed us about the average self storage operator and customer The key business areas that will be impacted by AI and new technologies. And, the main takeaways from over 2 million customer conversations used to optimize business operations. Today’s episode will be part 1 of 3, where we will explore the trends we uncovered from our data and, how operators are adapting to what we call, the Modern Customer. Mentioned in this episode: A Year in Review Recognition of the challenging past 12 months affecting various industries Tight budgets and cautious spending in response to economic challenges Changing consumer behavior and the need for rapid adoption of technology Trend 1: Efficiency Matters Learn how operators are reassessing their operational stack, optimizing teams, tools, and data to enhance the customer journey's Addressing organizational bloat and improving overall journey for customers Emphasis on intelligent automation and resource optimization Trend 2: Conversations as Meaningful Experiences Prioritizing customer experience for immediate engagement The significance of two-way conversations, cross-channel interactions, and deeper customer insights Empowering customers and creating personal connections Trend 3: Augmented Intelligence How are operators leveraging augmented intelligence today Moving toward a data-driven culture and utilizing machine-generated insights The focus on workforce evolution and the benefits of an augmented approach Trend 4: Breaking Silos Importance of breaking organizational, data, and mentality silos Embracing team sharing and access to diverse data sources Overcoming challenges of fragmented customer experiences and duplicated efforts Common Thread: The Modern Customer Placing the customer at the center of business decisions Catering to the expectations of the modern customer Addressing generational demand and preferences The significance of seamless and convenient access to physical facilities Stay tuned for Part II where we explore the technology and customer-centric amenities that operators are investing in to stay competitive.

    36 мин.
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Join us for our brand new show, The Self Storage Lab–a new podcast deconstructing how operators are adapting to today’s technology-driven landscape and how it might impact your business. In the age of hyper-informed, store-anywhere customers, your business needs to be always on, data-driven, and customer-centered. Whether you’re a thousand location operator or looking to get into self storage with your first property, nerd out with us as we help you decide what’s best for your business. tryswivl.com tryswivl.com/blueprint

Информация

  • Автор
    swivl
  • Годы выхода
    2022 - 2024
  • Выпуски
    25
  • Ограничения
    Без ненормативной лексики
  • Авторские права
    © swivl
  • Сайт подкаста
    Self Storage Lab

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