Redesigning Shurgard Europe's customer & employee customer experience

Challenge

Shurgard is the largest owner and operator of self-storage facilities in Europe with 229 self-storage centres in the Netherlands, France, Sweden, the UK, Germany, Denmark and Belgium. Having revisited its brand positioning and strategy, they collaborated with Belly & Brain to design its future customer experience & the underlying employee experience, to clearly demonstrate and stand for their intended brand positioning, identify future growth opportunities in terms of practices, new products or services.

Solution & services provided

  • Shurgard product and channel performance and business plans analysis

  • Customer field study

  • “AS IS” customer experience design and diagnostic

  • Strategic orientations in terms of sales, proceses and servicing

  • “TO BE” customer experience strategy and underlying journeys

  • “TO BE” employee experience and underlying journeys

  • Enablers identification & roadmap definition from “AS IS” to “TO BE”

Mission duration

3 months

What they say about us

“Belly & Brain’s expertise in customer experience design has made it easy for Shurgard to identify and prioritize solutions to take our brand to the next level. They also had a very good understanding of how digital can help self-storage companies, its prospects and customers. We ended up with a holistic omnichannel strategy, a clear roadmap, detailed use cases and clear KPI’s and they have all become a full part of Shurgard’s next transformation journey.”

John G. Turner, Head of Marketing, SHURGARD SELF-STORAGE EUROPE

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