Episode 07: The Importance of an Omnichannel Communication Strategy | Self Storage Lab

March 1, 2023
4 minutes

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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.

Long gone are the days when customers only had one or two options for interacting with a company. Today’s customers move freely through digital and analog channels, using telephones, web chat, social media, and others to make purchases, find solutions, initiate returns, and more.

In today's episode, we will be discussing the importance of having a cohesive communication strategy across all channels, including email, social media, and in-person interactions. We will also delve into the role that technology plays in enabling shoppers a seamless, consistent experience wherever they engage with your brand

Mentioned in this episode:

Some of the topics we will be covering in today's episode include:

  • The definition of omni-channel communication and why it matters
  • We will dig into benefits you might expect from a successful transition
  • Examples of successful omni-channel communication in action
  • A look at trends to keep an eye on in the new year

We hope you enjoy this episode and come away with a better understanding of the importance of omni-channel communication in today's world.

1:23 - What is Omnichannel?

  • Defining Omnichannel Communication and why it is important
  • Expected response times for main communication channels (8:15)
  • The difference between Omnichannel and Multi-Channel

11:43 - Benefits of Omnichannel Strategy

  • How can you leverage an omnichannel strategy to improve customer satisfaction and loyalty?
  • Companies with a strong omnichannel strategy retain an average of 89% of their customers.
  • Consistency is KEY
  • How to eliminate friction and silos within your organization?

13:52 - Talk is talk. Time to get our hands dirty. How to create a plan?

  • Who in your organization should be involved in creating an omnichannel strategy?
  • How to go about creating an action plan to implement the strategy?
  • How to create a strategy that combines both in-person interactions to online services?

17:25 - Examples of Companies Doing Omni-Channel Right

  • Can I use Apple as an example for every topic?!
  • We discuss how some world-renowned brands are using an omnichannel strategy
  • Who in Self Storage is doing omnichannel right?

24:35 - How It Affects Operators

  • What are some of the common pitfalls and challenges business face when implementing an omnichannel strategy?
  • How to make the transition from a single-channel and multi-channel strategy
  • What questions to ask when implementing this strategy?
  • How to incentivize your team successfully?

31:52 - How to leverage technology to achieve a true omnichannel communication

  • What’s the role of Automation in an omni-channel strategy?
  • What is a “channel” and which ones should I be paying attention to?
  • At what point in the customer’s journey do store managers need to get involved?

39:53 - Pet Peeves

  • Some fun personal anecdotes of bad omnichannel experiences

44:47 - Self Storage Wrapped | Future Trends

  • Conversational AI will continue to permeate communication stacks
  • Amazon Go - style Self Storage facilities?
  • Can technology create more human connection in the industry?

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