The industry leader in DIY moving and self-storage will build a scalable and customizable customer experience program to improve customer loyalty and reduce costs

Qualtrics, the leader in customer experience and creator of the experience management (XM) category, announced that U-Haul International has selected Qualtrics CustomerXM as its preferred experience management provider. U-Haul will use the Qualtrics XM Platform™ to proactively understand and anticipate customer needs, exceed customer expectations, and improve business outcomes.

U-Haul is the No. 1 choice of do-it-yourself movers across the U.S. and Canada with more than 22,000 truck- and trailer-sharing locations. Customer care is a top priority for U-Haul as millions of consumers each year put their trust in the company’s services during their most important life milestones.

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U-Haul selected Qualtrics to improve and optimize its customer experience across its digital properties– including web and mobile. U-Haul will combine their operational data with experience data from Qualtrics to form a complete view of the customer and gain insight into the motivations and conversion drivers of individuals and customer segments. By surfacing relevant, contextual insight on value drivers, leaders across the organization are more empowered to deliver personalized, exceptional experiences that improve customer loyalty and lifetime value, all while reducing costs.

“Providing a great customer experience is at the core of our mission. We required a platform that will allow our team to promptly utilize customer feedback to build meaningful relationships with every customer,” stated Jessica Lopez, Chief of Staff, U-Haul. “Qualtrics will provide the data, insights, and actions we need to address our customers, as well as connect our customer experience program to measurable business results.”

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Qualtrics CustomerXM allows companies to predict, deliver, measure, and respond specifically to customer needs, in order to improve the customer experience and impact key business outcomes such as customer lifetime value, acquisition, and retention. Organizations from more than 100 countries use Qualtrics to close the gap between what customers expect and the experience they receive. In the first half of 2019 alone, brands have used Qualtrics to launch more than 500 new customer experience programs globally, making Qualtrics the fastest growing provider in the industry.

“Customer expectations of brands are changing faster than ever. Some of the most innovative organizations are uncovering new ways to not only meet, but also exceed customer expectations – from enabling every employee to take meaningful action, to optimizing digital experiences across all feedback channels – in order to create long-term relationships with their brand and value for their business,” said Webb Stevens, executive vice president of CustomerXM, Qualtrics. “U-Haul is leveraging the most advanced XM platform with the largest ecosystem of XM experts to drive bottom-line results across their entire organization.”

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