Today, customer service is key in every single business in the market. Without quality customer service, a company’s business might not even see rapid progress despite being in the market for so long. This is especially essential for companies that sell products or services that are considered as one-off and they need to ensure that the customers return.

I've actually not heard about NPS before, but I reckon that in order to run my self storage business properly, I just need to focus on a couple of things. I need to make sure that I provide a solution to my customers, I need to provide those customers with good service and I need to take care of my employees internally so they will manage my portable storage company in a way that customers will be happy to work with us! That's pretty much all there is to it right?

Isn't it scary to learn about how much business practices have changed throughout the years and in 2019, we are bound to witness a major overhaul of how we have been running our business all these years? All this in the effort of making CX much more desirable for consumers. It could get really tricky incorporating such a huge change in our stagnant practices but it is to better ourselves as a service provider.

Even though we are living in a modern era today where technology revolves around our daily activities, there are still several groups of consumers who prefer the brick-and-mortar experience. As a consumer, there are still many products which I would prefer to buy off the shelves as opposed to simply having them delivered to my doorstep following an online purchase. If I were to buy from an online shop that ships products from their storage space, I could face issues like getting the wrong fit, not fresh goods and so on. Thus, at the end of the day, it all boils down to the preferences of the individual customers.

The world is really changing a lot. I mean a couple of years ago, I really don't think that anybody even knew that there was a self storage industry and now there are just so many investment companies clamouring to put their feet in a stake of this pie! It's not surprising how well the industry has been doing though - it's a great strategy to maximise your property space and have a stable and steady source of income for your investors. I imagine that we will continue to see a lot of improvements in this industry of commerce and many others!

There really isn't much difference when it comes to in-store interactions versus online conversations. Retailers still need to communicate with their customers, own storage space for their inventory, and ensure service is top-notch. The only different thing is seeing customers actually walking into a physical store and trying out products or enquiring about a certain service.