PRO Case Study
Case Study: How a Web Services Firm Used 'Fanatical' Customer Care to Increase Sales 60% Year Over Year
by Jennifer NastuCompany: Rackspace
Contact: Razil Suarez, Marketing Manager
Location: San Antonio, Texas
Industry: Web services, B2B
Annual revenue: $224,000,000
Number of employees: 1700
Quick read:
With Web hosting becoming a commodity, Texas Web hosting firm Rackspace realized it needed to stand out from the pack. Its founders decided Rackspace would become a different kind of hosting company—one that would stake a claim to "fanatical" commitment to customer service.
But simply making the claim is not enough to ensure the necessary level of service. Hence, Rackspace wove the concept of customer service into its very business structure, ensuring that every employee, from billing associates to IT technicians, had an equally firm commitment to customers.
Company officials even trademarked the term "Fanatical Support."
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