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I was recently interviewed by Pete Abilla, a blogger and friend, on Rackspace’s unique philosophy on customer experience. Everyone hears the words “Fanatical Support,” but what exactly does that phrase mean in terms of our customers’ experience with us? In the interview, I discuss with Pete how our Core Values, our NPS program and our Operational Excellence program work together as the secret sauce in helping our customers change the world.
Fred Reichheld, Baine fellow and author of The Ultimate Question, is an expert on measuring customer loyalty. He’s also a member of the Rackspace Board of Directors. We were fortunate to catch Fred as he left our annual board meeting – here, he talks about how customer loyalty impacts profitability and how companies can measure loyalty using the Net Promoter Score.