Blog Post

Can Everyone “Jump” a Fence to Serve a Customer

The silos often get in the way when we are serving customers. Customers are triaged, put on hold or passed from one person or department to another. And we also deliver a broken up experience when the data does not connect – so your frontline is compromised with lackluster information they need to serve and support their customer. This leaves customers thinking, “ Do they know ME at all?”, “Do they even talk to each other?” and “Why can’t someone just OWN my call?” 

How good is your “fence jumping” ability to connect the silos and the data today?

San Antonio–based Rackspace grows by imagining the life of their IT manager clients. And that means making it easy to get help, support and service without the customer “hot potato.” Rackspace is organized by teams assigned by customer account, in order to create customer peace of mind.

Rackspace’s website explains this commitment: “No more call centers. No more dealing with a different person every time you need something. No more transferring you to the ‘expert’ who transfers you to another ‘expert.’ . . . And, most importantly, no more feeling like you’re just one more anonymous customer stuck in a system that works against you instead of for you.”

 Unify Accountability for Customer Growth

With this decision, Rackspace is there for clients, on their terms, with a reliable delivery method they can count on. Teams are assembled to include everyone a client needs: account managers, engineers, support technicians, billing and data center professionals.

Everyone on the team has a common set of goals aligned to the client’s goals. And they are all rewarded and recognized together— with shared accountability— for ensuring the customer’s needs are met.

This team structure ensures that when the client calls their account manager, resources are available to support the client. The traditional silos that create the “hot potato” experience are gone. The client doesn’t have to figure out who to call for what and when. Rackspace connects the team to give customers peace of mind.

Growth fueled by Being There

Serving a diverse customer base of 53,500 worldwide, Rackspace’s growth is fueled by “being there” for IT managers. They understand that people who choose IT hosting want someone else to be responsible for their servers, period.

By reliably and seamlessly managing the hosting of websites so that their clients can stay focused on their businesses, Rackspace has earned the right to grow. In recent years there has been significant growth in both revenues and net income, and has experienced revenue growth of 59 percent annually over the last five years. In 11 years, Rackspace grew from a $34 million to a $1.4 billion company.

  • Do you make customers traverse your organization chart to do business with you?
  • Would your customers say that they are handed off to many people before they eventually receive help?
  • Do the boundary lines of your organization chart keep people from going the extra mile?
  • Is collaboration something your good at, or do the silos impact the customer experience?

 

About the author

Author of two best-selling books: I Love You More Than My Dog, which presents best practices for companies to move from an “everyday” company to a “beloved” company, and Chief Customer Officer, which is the roadmap purchased and followed by more than 60 percent of all newly minted customer leaders. Bliss was the chief customer officer leading customer focus at Lands' End, Microsoft, Allstate, Mazda and Coldwell Banker Corporations. Her company, Customer Bliss, helps leaders and their companies, such as AAA, Ameritrade, Costco, Yahoo! and Zappos, create an actionable path for driving the customer loyalty commitment into business operations.

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