How a Web Services Firm Used 'Fanatical' Customer Care to Increase Sales 60% Year Over Year

by Jennifer Nastu
Case study published on 8/7/2007

With Web hosting fast becoming a commodity, Web hosting firm Rackspace realized it needed to stand out from the pack. Its founders decided they would stake a claim to "fanatical" commitment to customer service. Rackspace wove the concept into its very business structure, even trademarking the term "Fanatical Support." And it worked: Revenues grew more than 60% from 2005 to 2006, and the number of employees more than doubled.