CubeSmart, Malvern, PA
Company: CubeSmart, Malvern, PA
Company Description: CubeSmart, a real estate investment trust, owns or manages 593 self-storage facilities across the country. CubeSmart is one of the top four owners/operators of self-storage facilities in the U.S. Our facilities are designed to offer affordable, easily accessible, secure, and in most locations, climate-controlled storage space for residential & commercial Customers.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year - All Other Industries
Nomination Title: CubeSmart
Tell the story about what this nominated department achieved since the beginning of July 2013 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
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Over the past three years, CubeSmart has built a strong WOW! Culture that is defined as “surprise and delight Customers by always giving more than expected.” Several reward and recognition programs were put in place to incentivize teammates when they WOW!ed a Customer or each other.
This past year, CubeSmart enhanced the WOW! Customer experience through systems and processes.
Review Aggregation Tool: Leveraging the Value of Real-Time Feedback
CubeSmart invested in a tool that allows proactive review monitoring and response to feedback streaming from multiple channels, such as Yelp, Google, and social media platforms. The Company can now monitor Customer sentiment for the brand and specific locations, while being highly responsive to Customer concerns.
Community Management: Perfecting Internal Customer Feedback Processes
CubeSmart recently launched the latest version of a tool that collects Customer feedback through the internet, in-stores, and the call center. Automated notifications and built-in functionality support faster issue resolution and more advanced feedback categorization and reporting. These processes effectively eliminate the gap between Customer needs and the Company’s ability to meet those needs.
Moving Guides: A Platform for Empowering our Customers
CubeSmart recently launched a series of moving guides that rest on the mantra: It’s Your Move. These guides are designed to empower readers with articles, tools, and resources to assist them in acclimating to a new city or neighborhood. Addressing common topics such as Things to Know, For the Kids, and Community Insights enables CubeSmart to offer additional value to support the larger objective of providing unparalleled service and genuine care.
Radical Redesign Test: Simplifying Storage Selection
CubeSmart constantly tests new experiences on its website in an effort to ensure the digital Customer experience meets Customers’ needs. In October, CubeSmart rolled out a robust overhaul to CubeSmart.com for half of the traffic to the website, enabling potential Customers to identify the most convenient and most affordable storage options more easily. Search results can be filtered by feature and attribute, allowing multiple options from multiple stores to be viewed without having to click between multiple pages. CubeSmart's goal is to simplify every aspect of the storage experience for Customers, even across digital platforms, before a Customer ever visits a store or speaks to a CubeSmart teammate.
Renting a Cube is a Fast and Easy WOW! Experience
CubeSmart greatly enhanced the data entry process for moving in a new Customer.
With the introduction of a new system that logically follows a typical Customer rental experience, we estimate that the data entry portion of a cube rental has dropped by more than 75 percent, allowing our teammates to focus more on the Customer experience.
Considerable thought went into making the Customer experience easier, quicker, and more positive. CubeSmart teammates strive to WOW! Customers (internal and external) at every touch point.
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