How does Rackspace do Fanatical Support in the cloud? On this week’s Office Hours Hangout we’ll find out from the leader at the top of our cloud support teams, Javad Kabiri. Join our hangout hosts +Alan Bush and +Drew Cox as they discuss the evolution of the cloud at Rackspace, and how the cloud is shaping the way we provide Fanatical Support.
You can join the conversation by commenting here, or on Twitter with the hashtag #CloudQA
Episode 98 : A Conversation with Rackspace’s VP of Fanatical Support, Javad Kabiri
Recorded Live: 4-30-2015
Participants
Hosts:
Alan Bush: @AlanBush
Drew Cox: @DrewCoxSA
Guests:
Javad Kabiri: VP of Rackspace Fanatical Support
Highlights
What Does Fanatical Support Look Like? (6:36)
Rackspace Core Values (10:00)
How Does Technology Influence Fanatical Support? (14:00)
Importance of Onboarding (15:17)
Measuring Customer Satisfaction (17:43)
The Human Capital Approach (26:31)
Q&A – What’s With the Rackers in Straight Jackets (31:12)
Q&A – Reading Recommendations for Customer Support (34:58)
Net Promoter Score (NPS) (37:32)
Q&A – Advice for a New Racker About Being Fanatical (46:07)
Wrap Up (47:17)
Links
Book Recommendations:
The Ultimate Question: How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld
http://amzn.to/1IcdLlx
QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life by John G. Miller
http://amzn.to/1OX60pf
Zappos Delivering Happiness by Tony Hsieh
http://amzn.to/1lb6SpZ
Duration: 48:36
Publisher: Rackspace
You can watch this video also at the source.
