There’s no denying it: Social media is a boon for businesses that know how to use it to their advantage. Just take a look at Storage Asset Management (SAM).
Founded in 2010, SAM manages more than 270 stores today, encompassing more than 17 million square feet of self-storage in 33 states — pretty impressive, given the company launched with only 22 management contracts. In fact, SAM’s growth can be directly attributed to its ability to harness social to connect with customers and mine referrals, increase and improve its online presence, and understand customer sentiment.
As a self-storage third-party management company, SAM’s responsibilities include managing operations, marketing and accounting for its third-party owners. It’s the marketing component that really presented a challenge for the growing company: First, SAM found that it needed a way to manage and respond to service and site reviews; second, SAM wanted to grow its review volume across many locations; and third, it wanted to improve its SEO so that the company appeared higher in regional searches. SAM quickly identified that customer reviews would become an important element to overcoming these challenges, as approximately 50% of its customers have never used storage before and online reviews are typically the first place they would turn in their research.
As an early tech adopter, SAM was unafraid to use technology to better manage online customer reviews and gain more sources of…