Rackspace Looks to Satmetrix and Net Promoter to Enhance "Fanatical Support".FOSTER CITY, Calif. -- Satmetrix, the leader in enterprise customer loyalty solutions and co-developer of Net Promoter[R] is providing Rackspace[R] Hosting, a leading provider of hosting services, with tools aimed at increasing customer loyalty. Core to Rackspace's customer loyalty program is their implementation of Net Promoter. Net Promoter is rapidly becoming the standard for measuring and implementing customer loyalty strategies. Co-developed by Satmetrix and loyalty expert Fred Reichheld Frederick F. Reichheld (born 1952, Cleveland) is an United States business author and business strategist best known for his research and writing on the loyalty business model and Loyalty Marketing. , author of The Ultimate Question, the Net Promoter Score  This article or section is written like an .Please help [ rewrite this article] from a neutral point of view. Mark blatant advertising for , using . determines the value of customer relationships using a simple question: Would you recommend us to a friend or colleague? As a result, companies are able to track Promoters and Detractors within their customer base and drive improvements in customer experience to enhance loyalty, positive word of mouth and overall business performance. Rackspace started tracking its Net Promoter Score in 2006 using simple market research tools. As Net Promoter became a key element to the Rackspace strategy, the company teamed up with Satmetrix to study and revamp re·vamp tr.v. re·vamped, re·vamp·ing, re·vamps 1. To patch up or restore; renovate. 2. To revise or reconstruct (a manuscript, for example). 3. To vamp (a shoe) anew. n. the customer experience from end to end. The process began with an analysis of all interactions between the company and the customer, with the goal of identifying events where Rackspace could exceed customer expectations and build loyalty. Improvements will be focused on driving a customer centric DNA DNA: see nucleic acid. DNA or deoxyribonucleic acid One of two types of nucleic acid (the other is RNA); a complex organic compound found in all living cells and many viruses. It is the chemical substance of genes. through organizational alignment, technology infrastructure and process integration. "Rackspace sets itself apart from its competitors by delivering 24/7/365 Fanatical fa·nat·i·cal adj. Possessed with or motivated by excessive, irrational zeal. fa·nat  i·cal·ly adv. Support[R]," said Frederick Mendler,
vice-president of Fanatical Support, Human Resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. , Rackspace Hosting.
"One of the ways to measure the impact of Fanatical Support is Net
Promoter. More than just a score, Net Promoter gives us the opportunity
to deliver the values intrinsic in the Net Promoter Discipline provided
by Satmetrix, and ultimately drive our organization to further enhance
the Fanatical Support we provide customers today."
Mendler believes that the company can further its success in customer loyalty by expanding the scale of its Net Promoter program to truly evoke organizational change. This concept translates all the way to the individual employees, or "Rackers," whereby investments in Rackers and the work with Satmetrix will lead to greater employee engagement, which will in turn create higher customer loyalty. Rackspace's Fanatical Support culture, coupled with its new NPS-driven operational investments, is intended to help the company achieve its goal of creating "customers for life." "Rackspace has historically demonstrated a successful business model centered on customer service excellence and is a prime example of how companies can put customer relationships and superior service at the forefront of their operations," said Richard Owen Sir Richard Owen KCB (July 20 1804–December 18 1892) was an English biologist, comparative anatomist and palaeontologist. He was widely regarded as malicious and dishonest but he was also one of the most brilliant and influential biologists of his time. , president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Satmetrix. "Rackspace has always recognized the value of customer referrals and by using Net Promoter they have yet another tool that creates an easy to adopt customer-centric process aimed at continuously driving results." About Rackspace Hosting Rackspace Hosting delivers hosted IT systems and computing to businesses of all sizes. Customers choose Rackspace for its hosting specialization and expertise, backed by the company's award-winning Fanatical Support[R]. Customers can receive benefits such as higher quality, lower cost and better performance from Rackspace's vast knowledge of industry best-practices. Because Rackspace removes the burden of IT systems maintenance and management, customers can focus on key areas that differentiate their business. Rackspace's portfolio of hosted services includes managed hosting (www.rackspace.com), email hosting (www.mailtrust.com) and cloud hosting (www.mosso mos·so adv. Music With motion or animation. Used chiefly as a direction. [Italian, past participle of muovere, to move, from Latin mov .com). Rackspace is recognized as one of FORTUNE Magazine's 100 Best companies to work for, ranking number 32 on the 2008 list. For more information on Rackspace Hosting please visit www.rackspace.com or call 800-961-2888. About Satmetrix Satmetrix is the leading global provider of on-demand software See SaaS. applications and consulting services Noun 1. consulting service - service provided by a professional advisor (e.g., a lawyer or doctor or CPA etc.) service - work done by one person or group that benefits another; "budget separately for goods and services" to measurably improve customer loyalty and link these results to financial benefits. As the co-developer of Net Promoter[R], the company's solutions enable companies to gather trustworthy data on customer experience, derive actionable Giving sufficient legal grounds for a lawsuit; giving rise to a Cause of Action. An act, event, or occurrence is said to be actionable when there are legal grounds for basing a lawsuit on it. insights, integrate this information into the daily work flow of employees and establish an ongoing dialogue through online customer communities. The company has deployed more than 700 enterprise solutions in 40 languages. For more information, visit www.satmetrix.com, or call 1-650-227-8300 in the US or +44 (0) 845-371-1040 in the UK and Europe. Satmetrix and the Satmetrix logo are registered trademarks of Satmetrix Systems, Inc. Net Promoter, NPS NPS National Park Service NPS Naval Postgraduate School NPS Net Promoter Score (customer management) NPS Non-Point Source pollution NPS Native Plant Society NPS Norfolk Public Schools (Virginia) , and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld. |
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