Episodes
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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.
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
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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.
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 -
Missing episodes?
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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.
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
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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.
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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.
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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 technologyTrend 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 optimizationTrend 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 connectionsTrend 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 approachTrend 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 effortsCommon 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 facilitiesStay tuned for Part II where we explore the technology and customer-centric amenities that operators are investing in to stay competitive.
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In this episode, we nerd about about all things genAI — a year in review:
We give a recap of genAI’s impact this year, and highlight a few areas of impact Economy and the markets “Generative AI, the broader tech category ChatGPT falls under, has been projected to add up to $4.4 trillion in value to the global economy per year thanks to productivity boosts.” Re-skilling as a job, and the new roles sprouting up this year We dive into Reinforcement Learning from Human Feedback (RLHF), and how central this concept has been for the major LLM players. The team discusses some of the “wins” of the year, while also some “fails” In the win corner: Major updates and breakthroughs chatGPT passes almost every professional test impact to the economy In the fail corner: Bing Chatbot's other personality, Sydney. Work Disruptions and hallucinations Concerns about the technology were a central focal point of the writers and actors strikes. The arms race to build the data centers that power AI models is sucking up scarce water resources. The team also discuss some interesting developments in AI What the top players did right; in-depth takes about OpenAI, Google, Microsoft, Meta, Apple, Midjourney, Adobe, and more. Other than LLMs, some of the other model types to keep an eye on: Vision, Audio, and hardware Multimodality is mentioned as a huge aspect and the hosts predict its growth in the coming year. Auto GPT and using agents to complete tasks is a fascinating possibility. How hardware and new interfaces will be critical to the success of AI At the end of the episode, the team speed runs through some “hot takes” of what is to come. Wait until you listen to Kyle’s thoughts. Resources ChatGPT: A Year in Review State of AI in 2023 $4.4 trillion in Value to Global Economy OpenAI's ChatGPT turns one year old; what it did (and didn't do) ChatGPT continues to be one of the fastest-growing services ever A link to all of the tests chatGPT completed— HERE -
It appears that there is a continuous stream of groundbreaking advancements in the realm of artificial intelligence, occurring on a weekly basis.
At the end of October, the Biden Administration released a sweeping order on artificial intelligence with the goal of promoting the “safe, secure, and trustworthy development and use of artificial intelligence.”
In today’s podcast, we nerd out on the key points of the executive order, the winners and lowers of the new guidelines, and dive into how it affects the technology landscape as it relates to the Self Storage industry. Enjoy!
In this episode, we discussed:
The Future of AI Recent groundbreaking advancements in AI What if the AI is smarter than us? What do you define as AGI? Overview of the Biden Administration's executive order on AI Comments from the team Regulatory Capture Commentary from major AI and tech players What’s missing from the EO? Other important announcements on AI AI in Self Storage Analysis of the executive order's impact on the self storage industry Similar to GDPR or CCPA The different groups it affects and pertains to Takeaways Winners vs. losers Regulation of large vs. smaller models Watermarking, data sharing, privacy, and IP rights Resources Official White House Fact Sheet 100 Page Executive Order AI Safety Summit in England’s Bletchley Park Alan Turing AI.gov Andrew Yang on the Executive Order Google AI Chief says there’s a 50% change we’ll hit AGI in just 5 years (Article) -
In today's episode, we'll be discussing QR Codes, these black and white -like codes you often see in Restaurants nowadays. We will dive into remarkable resurgence of QR codes in the wake of the pandemic, examining how this technology is being utilized in various fields, and explore the unique challenges and opportunities it presents for self storage operators.
History Quick Stats Adoption How they work / what it is Use Cases Safety Design Limitations to the technology Single QR code vs. Location specific QR codes Static vs. Dynamic QR Codes Benefits (recap):http://spot.is
http://www.qr-code-generator.com
https://www.the-qrcode-generator.com/
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Today’s podcast explores AI as an umbrella term, capabilities, limitations, and get a glimpse of what the future holds for this technology.
Rodolfo did such a good job at explaining this topic on a recent CSSA webinar, that we decided to play you the entire conversation. For more on AI topics, dive into some of our most recent episodes.
Topics Explored:
Automation vs. AI What is Automation? What is Artificial Intelligence? Why is it important to move beyond the term "AI"? AI in Self Storage Adoption of AI in Customer Service AI at a High Level What is Vertical Intelligence? LLM Limitations Differentiation between LLMs and Business Specific Models Next Opportunities What’s in store for the future of customer service and communication? -
AI is all the rage right now. But what exactly is it? It’s thrown around as a buzzword and can often be a blanket term that encompasses a broader set of tools and technology. So let’s chat about what is and what is not AI.
Topics Explored:
What is Automation? Automation vs. AI Why is it important to move beyond the term “AI”? The Different forms of AI What are some examples and practical applications? The current state of AI Research Big tech’s stake in AI’s advancement What are the pros and cons? Vertical AI Deep dive into the AI Stack How does vertical AI differ from other forms of AI? -
In the later part of the episode (44:24), we hear from operators who have gone through the decision-making process and learn about their experiences with different facility management software. Stay tuned for valuable insights that can guide you in selecting the best software partner for your self-storage business.
The Importance of Selecting the Right Facility Management Software (FMS)
How do the different FMS types impact your self-storage business differently?
What key factors should you consider before making your decision?
Are there any industry-specific challenges you should address through your software choice?
Core Features to Look for in Facility Management Software
What are the essential features that every FMS should offer?
How important is integration with your self-storage website and customer relationship management (CRM)?
Are there additional features that can enhance the customer experience?
Scaling Up: Finding the Right Fit for Your Growing Business
What considerations are crucial when selecting FMS to support future expansion?
Are there any potential challenges when transitioning from a simpler system to a more robust FMS?
Understanding the Data Structure and APIs
What information can be accessed through the APIs? (e.g., tenant data, occupancy rates, pricing, etc.)
Does the facility management system offer open APIs for collaboration and ecosystem building?
Analytics and Reports
What types of analytics and reports are available in the facility management system?
Can custom reports be generated based on specific requirements?
Cost Considerations
How is the pricing structured for the facility management system?
Are there additional costs for specific integrations or API access?
Tech Support and Onboarding
What is the onboarding process like for transitioning to a new facility management system?
Is there a designated account manager or tech support representative for assistance?
What is the service level agreement for tech support and issue resolution?
Customer Experience and Integration
How does the facility management system integrate with an operator’s website for tenant login and account access?
Are there any concerns about customers’ trust and understanding when interacting with the facility management system through an operator’s website?
========== Operator Conversations =========
Grace Totty on Choosing the Right FMS (44:24)
Brett Copper on Choosing the Right FMS (1:10:40)
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Back to the episode (1:17:50)
Essential Questions to Ask When Evaluating an FMS
Does the FMS offer educational material and an onboarding process for easy implementation?
Should operators request customer references to gauge the FMS’s performance and support?
What support and tech assistance should operators expect from their FMS providers?
Wrapping Up and Looking Ahead
What factors are driving innovation in FMS, especially in terms of contactless and mobile solutions?
What improvements can FMS providers make to enhance customer-centric offerings?
How is AI changing the landscape of Facility Management Systems?
How can operators benefit from the ongoing development and integration of AI in FMS?
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In our tenth episode, we dive into the five different levels of automation, from manual processes to more advanced use of technologies, and examine how they are transforming the way humans work. We walk through the challenges, benefits, and exciting opportunities that we can expect from automation, and how these might come intro fruition in this dynamic and ever-evolving industry.
Topics we explore
What is automation? 5 Different levels of automation Examples of each Pros and Cons How does it relate to Self Storage? What to expect in the futureTimestamps
Why so much talk about self driving vehicles? - 2:00 Why we picked this topic - 5:53 What is automation? - 8:40 Level 0 - 9:35 Level 1 - 15:00 Level 2 - 19:42 Experience riding in an autonomous vehicle - 24:12 Level 2 in self storage - 28:29 Level 3 - 30:47 What level is swivl? - 36:23 Level 4 - 40:51 Can a self storage property get to Level 4? - 43:40 Level 5 - 46:45 Recap - 49:52 -
.Have you ever reached that point where running your self-storage property just feels like too much to handle? The good news is that you've got options!
In episode 9 of the Self Storage Lab podcast, Kyle, Mason, and Rodolfo discuss the varying management styles in the self storage industry and how they have led to changes in the day-to-day functions of operating teams.
Mentioned in this episode:
The transition period in the industry
The shift from traditional brick and mortar management to remote, unmanned, and virtual management The rise of technology and changing consumer expectations The impact of COVID-19 on management stylesDifferent management styles
Fully remote or unmanned management Hybrid management styles Automated managementWhich management style is right for you?
The benefits and challenges of the different styles of management The role of human involvement in remote management The need for reliable technology and security measures The importance of customer service and personal interaction The potential for robots and other technologies to replace human involvementThe shift in management styles in the self storage industry
The importance of focusing on sales and service centers and boots on the ground personnel Viewing management styles as a customer journey The importance of the first-time rental experience 70% of renters are first-time rentersThe role of technology in improving the customer experience
The potential for cloud-based software, mobile apps, and kiosks to improve efficiency and convenience The need for reliable technology to protect sensitive data The potential for technology to improve the ongoing customer experienceMaking the decision for your business
The importance of finding the right balance for your business and customers Pros/Cons of In-house management Pros/Cons of Third-party management The economies of scales of Third-party managementRemote vs. Unattended facilities
Is it truly unmanned/unattended? The benefits/challenges of remote management What’s the difference between remote and hub and spoke? What’s the deal with unattended facilities? Finding the right balanceThe Importance of Simplification
How to streamline the Customer Journey to bring uniformity Simplifying the technology stack to have one way to do as much as possible is key to success How to optimize the Rental and Sales ProcessLeveraging automation in self-storage management
The impact of technology on hiring and employee turnover rates The importance of standard operating procedures (SOPs) in remote management The role of technology in enhancing property value and attracting higher-end tenants Tools and technologies for remote management, including video calling, contact centers, and automated locks AI for predictive maintenance and enhanced security Thinking outside the box and applying retail strategies to self-storage management and operations.Thank you for listening. Please leave any feedback and we encourage you to subscribe to get the latest episodes instantly.
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Cool Use Cases or Examples
Lease summaries Prompt Engineering Real time Ad Generation based on your product following, research, and search behavior Create instant copy and formatting for a websiteHow Self Storage can leverage GPT-powered tools
How swivl is taking advantage of this technology and how operators are using it TODAY Introducing Agent Assist for faster response times Introducing Conversation Summary for an instant overview of an interaction with a current customer Use Cases and LimitationsHow swivl thinks about Intelligent Automation
The new Tier 0 to deflect and automate Smart routing to the right team member More Efficient Knowledge workersWhat’s new in AI this week
Open AI + Microsoft Bing AI Google’s Bard AI + Demo Mishap ChatGPT’s 100m Monthly Users The rise of competitors[38:00 mark] — Deep Dive into AI market in general
OpenAI: From nonprofit to for profit. Bing chats with itself The story behind Sydney cc: Ben Thompson Prompt Engineering Difference between chatGPT and GPT3.5Limitations
What are hallucinations? Trust and Safety Layer: the layer in between model and user interface Human Factor Reinforcement LearningHistory of OpenAI’s Large Language Model
What datasets was chatGPT trained on? Are chatgpt users the product now? Big Data vs Your DataWhat’s up next?
Google v Microsoft v Amazon v Meta Consumer AI tech vs Enterprise AI tech The importance of business context when leveraging GPT and LLMs -
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
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 yearWe hope you enjoy this episode and come away with a better understanding of the importance of omni-channel communication in today's world.
Show Notes
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-Channel11:43 - 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 successfuly?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 experiences44:47 - 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? -
We spend a majority of the today’s show nerding out about ChatGPT’s technology in general, discuss some philosophical questions, use cases, and it’s limitations.
If you want to get right to the meat of how this affects the self storage industry - fast forward to 50m30s
The rest of the following show notes were *** WRITTEN BY ChatGPT ***
Introduction:
In this episode, we will be discussing the latest breakthrough in language technology, GPT-3, and its impact on the self-storage industry. GPT-3, which stands for Generative Pre-trained Transformer 3, is an autoregressive language model developed by OpenAI that uses deep learning to produce human-like text. The model was launched in November 2022 and reached 1 million users just five days after its initial launch.
Segment 1: What the heck is GPT-3?
GPT-3 is a large language model that predicts the probable sequence of words. It was trained on a massive corpus of text with more than 175 billion parameters and was taught how to pick up on writing patterns by analyzing millions of conversations. The model has an input layer, where the user inputs a prompt, and an output layer, where the model generates a response that sounds "human-like." GPT-3 is based on the GPT-3.5 architecture, which includes three models: text-davinci-002, trained by supervised fine-tuning on human-written demonstration, and samples rated 7/7 by human labelers on overall quality scores, and the most recent text-davinci-003, which includes reinforcement learning with human feedback (RLHF), a reward-based model trained on comparisons by humans.Segment 2: How did GPT-3 get so smart?
GPT-3 is the latest iteration in a series of models, including GPT and GPT-2. The model's intelligence is derived from a massive corpus of text with more than 175 billion parameters. Beyond GPT-3, what does the future hold?Segment 3: Use cases
Some examples of GPT-3's capabilities include sending and responding to emails, writing cover letters, building Excel formulas, and creating creative projects such as poems and short stories.Segment 4: Limitations
GPT-3's limitations include its inability to distinguish between bullshit and reality, its lack of understanding of math, and the fact that the code it generates may not always run correctly.Segment 5: Impact on the Self-Storage Industry
GPT-3's advancements may affect technologies and processes such as Property Management Systems (PMS), the analysis of BI databases, and call centers/customer support. Specific use cases in the self-storage industry include generating emails and messages, sales pitches, and responses to Google reviews. It can be eerie as to how human-like GPT-3's responses can sound, but it still has errors.***END CHAT GPT***
Resources:
Tips and Tricks to using chatGPT:
@JustinFineberg
@thatroblennon
@danshipperChatGPT Limitations
OpenAI Blog
OpenAI Alignment Research
OpenAI Moderation Tool
The AI Revolution | Wait But Why
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In today’s business landscape, your online presence and reputation is mission critical to helping you stand out in the sea of competitors. Reviews are one such way to stand out. If you give an unparalleled customer experience, your customer’s won’t keep it a secret. They will share it! Reviews are a Transfer of Trust, the Modern Referral mechanism.
Your brand is your business. And your online reputation is a huge part of your brand.
We explore:
What is Reputation Management and why does it matter? The value of a reputation management strategy Examples of brands doing it right Innovative ways to Collect ReviewsShow Notes
Nerdy Numbers Corner - Why Does It Matter?
Defining Reputation Management Mason and Rodolfo relay some of the numbers they found researching Reputation Management.Reviews IRL
Amazon and Yelp reliance on reviews Wirecutter buying advice Twitter verification Google Maps orders Rodolfo’s dinnerBrands to live by
Apple and Nike - High Quality and Aspirational Southwest - Loyalty and Freedom Costco - Quality and Affordability Disney - Feel Good Stories Subaru - AWD and MountainsSelf Storage Operators build their reputation
Google is King Getting involved in your community Brand trust is the long term investmentHow To: Reputation Management 101
WHY? Reviews lead to more sales Pillars of Reputation Management Build
Maintain
Recover
Using sentiment throughout the customer journey to optimize for positive reviews Gold Standard: Net Promoter Scoring Turning detractors into promoters: Acknowledge, Align, Assure
Incentives and strategy for more reviewsPut that review to work
Social Proof and the Trust Economy Just Reply! Showcase them on your website Turn that frown upside down. Handling negative reviews Review gating discussionDecision Time
Google My Business Does it integrate? Does it support multiple locations? Can I manage my listings? Insights and Analytics offerings? Other features to make the job easier?Other Misc Links
Wendy’s Twitter Wendy’s best tweets Reputation.com Typeform Qualitrics Uberall -
Even with facility occupancy at all-time highs this year, operators should be exploring fresh ways to market their facilities. Even in a booming market, you can build momentum and capitalize on the steady demand.
By embracing new Email Marketing concepts, you can stay ahead of the curve, engage new tenants, and educate customers on your facility amenities and company news.
We breakdown how it affects Operators and Customers alike, what to look for when making a decision, and discuss some tools you can use to streamline your Email Marketing.
We explore:
The benefits of Email Marketing Email Marketing Best Practices List Building What to track and what not to track Segmentation and Personalization at scale Community Building Email Reputation Email Marketing Pet PeevesShow Notes:
What is Email Marketing Overview of the Best Practices for Email Marketing
The importance of a checklist before sending a campaign
Designing your Email and Leveraging Templates Audience and List Building Is it worth buying a list?
Criteria operators should identify to meaningfully segment their audience
Leveraging Email Marketing to test content
Your secret weapon: Facility waitlists!!
List Health tools: Litmus and Sender Score Transactional vs Marketing Emails Content Segmentation
The importance of having a campaign goal
Example email campaigns
Don’t be afraid of the Unsubscribe button! What to Measure Top KPIs every operator should measure
A/B Testing as a tool
It is critical to understand your main driver
UTM parameters and link tracking Best times to engage your list Using data and parallel industry benchmarks to help inform you Top Email Marketing Players SBOA’s newsletter template
StoragePug’s shareable content
Learns from Extra Space and Public Storage
Superhuman and Sketch as Case Studies Tools and recommendations An Operator’s decision and purchase checklist
Top features to look out for when purchasing
swivl’s email marketing tech stack: Mandrill/Mailchimp, Sendgrid, FMS integrations
E-commerce as a case study: Klaviyo, Active Campaign
Generative AI tools: Copy.ai
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Today, we dive into the numbers that make your business run. We will dive into the new buzzword every operator is talking about, Business Intelligence (BI), why attribution is so important, data privacy, and how to setup an infrastructure to measure the right data.
What we cover:
BI is becoming more prevalent Attribution piece It’s not just about measuring, it’s about the questions you are asking Analytics should help you tell a story Data Privacy + Stats being collected Tools and resources Operators should be aware ofDefining BI
What is BI? IBM “What is Business Intelligence?” The biggest misconceptionA Self-Storage industry in transition
Brick & Mortar toward a digital experience Why it’s important? Ask the question and measure the process KPIs and OKRsWhat should I measure?
Website Analytics → Google Analytics Where do they come from? How do they navigate my website?So many data silos
How do my different data sources all talk to each other? Microsoft BIAttribution
The why? Know where your revenue is coming from Understanding what is driving the business decisionsWhere did they go?
Understanding bounce rates What is an “exit event” and what can you do about it?Your contact center
The players Average time to pick up Average chat timeOther things to measure
Ratings and reviews Auto-payment enrollmentData Privacy & Data Bias
Bad actor examples of inappropriate tracking Brave browser Duck-duck-go Safari Privacy Best practices to get customers to opt-in Shake my hand and say hello before you ask for my informationMaking a data tool decision
Google suite (GA4 and Tag Manager) Ability to integrate into current software stack Intuitive interface Make sure it’s secure Mason’s favorite BI tool - Microsoft Excel & Apple’s NumbersOther resources
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