Birdeye, an all-in-one customer experience platform, announced its inaugural Customer Experience Hero Award in December 2020 to recognize the excellence and innovation of customer experience leaders in a variety of industries.
“In a world in which experience is everything, revenue and growth are now driven primarily by customer experience,” said Birdeye CEO Naveen Gupta. “We’re inspired and excited to see just how transformational our inaugural industry-nominated CX Heroes have been in driving a customer-first mindset at their businesses, and we’re honored to recognize them as true heroes.”
Hansen joined Extra Space Storage in 2013. Before that, he worked in retail for 18 years with roles in commission sales, store management, corporate functions, and competitive intelligence and pricing. As Senior Director of the National Sales Center, Hansen supports Extra Space Storage‘s call center. The National Sales Center team handles more than a million calls per year and assists existing and potential customers with their self storage needs.
“When a customer calls us, they often have already tried to solve their issue online. When they reach out to us, it’s usually a more complex issue, and we want to make it easy for them,” said Hansen. “That’s why we focus on letting customers interact via the method they prefer. Whether it’s through the website, call center, chat, social media, or our physical store locations, we want to solve any issues during the first customer contact whenever possible.”
While providing options and investing in technology are essential elements of customer experience, it doesn’t replace the importance of building thoughtful relationships.
“Customers who are using us are often going through significant life events,” Hansen shares. “They may be moving, renovating, or going through another major life event. Our motto at Extra Space is ‘Storage isn’t just about space—it’s about helping people to a better tomorrow.’ We know we play a big part in making stressful situations better, and how we handle customer experience sets us apart.”
Hansen is no stranger to the challenge of solving customer experience problems. He’s traveled to over 400 of Extra Space Storage’s 1,900+ locations to attend town-hall meetings and identify win-win solutions for customers, employees, and Extra Space Storage.
“I love it when I hear stories about how our employees are connecting with our customers…it’s not uncommon for our customers to send donuts to our site manager. It’s also not unusual for our call center employees to follow up with our site managers to learn how the customer’s move went, finding out if we did get them to a ‘better tomorrow.’”
See a full list of Birdeye’s 2020 Customer Experience Hero Award honorees here.