Recipe for Growth: Eliminate Silos, Be Fanatical, Stay Focused even as you Grow.
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.” So Rackspace is organized by teams assigned by customer account, in order to create customer peace of mind. Rackspace’s Web site 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, ready resources are available to support the client. The traditional silos that create the “hot potato” experience are gone. So 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 more than 130,000 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 Web sites 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 47 percent annually over the last three years. In 11 years, Rackspace grew from a $34 million to a $4.0 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 you are good at, or do the silos impact the customer experience?
As the Customer Leadership Executive for five large U.S. market leaders, Jeanne fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer loyalty. She has driven achievement of 95 percent loyalty rates, changing customer experiences across 50,000-person organizations.
Jeanne developed her passion for customer loyalty at Lands’ End, Inc., where she reported to the company’s founder and executive committee as leader for the Lands’ End customer experience. She was Senior Vice President of Franchise Services for Coldwell Banker Corporation. Jeanne served Allstate Corporation as its chief officer for customer loyalty & retention. She was Microsoft Corporation’s General Manager of Worldwide Customer & Partner Loyalty. At Mazda Motor of America she initiated the brand’s retention effort.
After 25 years as the Customer Experience Executive in five major US Corporations, Jeanne founded CustomerBliss in order to create clarity and an actionable path for driving the customer loyalty commitment into business operations.
You can learn more about Jeanne at her website CustomerBliss.com, on her blog, on Twitter @jeannebliss, on her CustomerBliss Channel on Youtube or you can check out her books: I Love You More Than My Dog”: Five Decisions That Drive Extreme Customer Loyalty in Good Times and Bad and Chief Customer Officer. Getting Past Lip Service to Passionate Action.