Fanatical Support: Rackspace

FANATICAL SUPPORT: RACKSPACE

STAY BECAUSE YOU WANT TO, NOT BECAUSE YOU HAVE TO.

In the future I would like to develop a professional online network serving a niche population in United States. In the creation of this platform however I would like to follow the steps of a company I admire called Rackspace, which has out-numbered all customer and employee satisfaction numbers and hence growth due to their service profit chain strategy. Rackspace is a web-hosting company I have directly worked with as they hosted my own e-Commerce platform. Throughout my relationship with Rackspace I was able to compare and contrast their service and mine in terms of employee motivation, satisfaction and customer service. Rackspace manages a variety and diverse portfolio of services targeting relational, fulfillment, and transactional segments, within emerging, niche and developed markets, and of course clearly following the links of PCS which I analyze below.

Who's Rackspace: "We're always here", "We're ready to help", "We're Empowered", "We're transparent" are all the core values of Rackspace's operating strategy and service delivery system. Everything starts by managerial example and ethics: from the CEO and down. This creates a company with an ethical backbone, where your work-place environment makes you a better person and you in return influence everyone around you to improve as well. However, values and vision do not stand alone, employees need training, coaching and development, trust and belonging achieved with benefits, vesting share-options, bonuses and/or commission, which in Rackspace is called: empowerment. As we saw in our simulation internal quality and growth drives our employee satisfaction. Feeling protected, trusted and cared-for in a company turns the average employee into a person who wears and owns the company as his own., or in Rackspace terms a "fanatical support".

What Rackspace Offers: "Deep expertise, Flexibility, Responsiveness, and Strong Slas" As the owner of my own company I can attest that no one did the job with the same passion as my partner and myself. Rackspace was successful enough to translate their core passion to employees developing an unseen high-level of productivity that in turn drove extremely high value to their company's culture and growth. Employees are ready-to-go, knowledgeable, driven and always but always anticipating the client's need due to their level of expertise and not to their paycheck: something unprecedented in web-hosting services. This value translates directly into customer satisfaction which combined with the best customer service you have ever experienced you find the perfect formula in turning your customers into your number one loyal "almost-owner" promoters: like