Well, I’m not sure how much they “get it”, but I know they use it and monitor it. Case in point…
Last week I was informed via phone that I had just passed my fifth year of hosting with Rackspace. It’s obvious I love the company and their services because why else would I pay so much for it if I didn’t? FYI, if you want to find out about getting a server at Rackspace either go here and fill out my form or contact me and I’ll give you my personal rep’s information.
So back to the point. After I got notified and personally thanked from my account manager. I went on Twitter and started whining about how I should have gotten more from them than a phone call and thank you.
About an hour later I get a call from someone at Rackspace who saw my Twitter and was apologetic and wanted to thank me even more. After that call, someone else called me and thanked me again.
Then a few days later, I received a package in the mail from the team at Rackspace. It was some boxes of microwave popcorn and some Jones Soda and a t-shirt. But a few days later I got a really nice surprise when a package arrived that was a really nice Rackspace backpack.
All from whining about how I didn’t get anything on Twitter…. :)
So, I have to give it to the social media team at Rackspace, they are listening. And then they’re taking action too. Nice work, and thanks for the stuff.
Although, it appears someone has their Twitter username and is squatting on it?
That is awesome that they became so thankful. I would like to get a backpack from them too. lol. As far as the the squatting on their twitter name, I think a company like Rackspace could reverse that one.
For as much as I have paid them for over 5 years I should get a small car. :)
This is the way to keep customers. Sounds like a great company, although I have found liquidweb to be just as good.
It seemes that they are providing excellent customer service..It sounds good.
That’s a pretty wild story Jim. I have to say that maybe they should have given you a little extra service credit/discount for the same amount it cost to send some soda, popcorn and the S&H.
The backpack is cool, but it’s more about the service than the stuff.
As you said you should get a small car for what you pay them.
Cash, hosting credit, or free service sound like it would have gone further than stuff.
Either way they are paying attention and getting something to show graditute for using their services long term is great in and of itself.
That’s awesome. I’m glad companies realize how much value there is in negative and positive press.