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