We've built Rackspace on Fanatical Support®,
our anytime, anywhere, any way approach to customer service. Needless to say, we take great pride and interest in our customers that do the same. Hence, the
FANATI, a content introduced in 2007 to recognize one of our customers for valuing customer service as much as we do.
The contest consists of two rounds of judging. Customers first complete the online applications located on the MyRackspace customer portal. Rackspace internally reviews the applications and a short-list of finalists is announced. Finalists move on to the second round of judging which involved two scoring categories. First, their application is critiqued and graded by a panel of external service industry experts. Second, in order to validate the finalists' applications, a customer satisfaction survey is sent to the finalists' customers. Based on the scores from the survey results and the judge's scores, a winner is selected.
The good news is that we have a lot of customers who take caring for their customers as seriously as we do. The unfortunate news is that we can only recognize one of them annually with The FANATI. In 2007, one company truly embodied the spirit of Fanatical Support, going above and beyond to meet and exceed their customers' expectations—Websketching.
Websketching—The FANATI 2007 Winner
Based in New Jersey, Websketching offers a full range of web design, development and marketing services for their small and medium-sized customers. They're known for designing sites equipped with its proprietary content management system. Well they're known for that, and its complete devotion to its customers.
Based on surveys completed by their customers and judges' scores, Websketching came out on top due in large part to a near-perfect customer satisfaction score. Christine DeGraff, the company's co-founder and partner, points to many reasons for her customers' overwhelming enthusiasm.
It starts with the fact that she shares her personal cell number and email address with every customer. They need her—she's there to help, no matter what. She also makes a point of proactively reaching out to them. That means frequent personal calls and emails or just stopping by to check in on things. And she makes a point of purchasing from her clients and recommending them every chance she gets.
And then there's the almost counter-intuitive thing. A company with a great product and a reputation that could easily go global at little expense, intentionally limits its client base to a relatively small geographic area. You might ask why they would do such a thing. For Websketching it's a no-brainer answer. It wants to keep the regular face-to-face and personal touch with their customers so they can serve them better.
View the full Press Release
Rackspace customers will be able to get the application via the customer portal in July.
We'll bring the winner to our 2008 Customer Conference for a special awards presentation.
The contest consists of two rounds of judging. Customers first complete the online applications located on the MyRackspace customer portal. Rackspace internally reviews the applications and a short-list of finalists is announced. Finalists move on to the second round of judging which involved two scoring categories. First, their application is critiqued and graded by a panel of external service industry experts. Second, in order to validate the finalists' applications, a customer satisfaction survey is sent to the finalists' customers. Based on the scores from the survey results and the judge's scores, a winner is selected.
The good news is that we have a lot of customers who take caring for their customers as seriously as we do. The unfortunate news is that we can only recognize one of them annually with The FANATI. In 2007, one company truly embodied the spirit of Fanatical Support, going above and beyond to meet and exceed their customers' expectations—Websketching.
Websketching—The FANATI 2007 Winner
Based in New Jersey, Websketching offers a full range of web design, development and marketing services for their small and medium-sized customers. They're known for designing sites equipped with its proprietary content management system. Well they're known for that, and its complete devotion to its customers.
Based on surveys completed by their customers and judges' scores, Websketching came out on top due in large part to a near-perfect customer satisfaction score. Christine DeGraff, the company's co-founder and partner, points to many reasons for her customers' overwhelming enthusiasm.
It starts with the fact that she shares her personal cell number and email address with every customer. They need her—she's there to help, no matter what. She also makes a point of proactively reaching out to them. That means frequent personal calls and emails or just stopping by to check in on things. And she makes a point of purchasing from her clients and recommending them every chance she gets.
And then there's the almost counter-intuitive thing. A company with a great product and a reputation that could easily go global at little expense, intentionally limits its client base to a relatively small geographic area. You might ask why they would do such a thing. For Websketching it's a no-brainer answer. It wants to keep the regular face-to-face and personal touch with their customers so they can serve them better.
View the full Press Release
Rackspace customers will be able to get the application via the customer portal in July.
We'll bring the winner to our 2008 Customer Conference for a special awards presentation.
