Customer Satisfaction

EU-US Privacy Shield: next steps

Trust_01_0Some weeks ago we informed you of the EU-US Privacy Shield, announced by the European Commission on February 2, 2016 meaning a new arrangement for transatlantic data flows between the EU and US. In this blog you can read recent developments of the EU-US Privacy Shield and alternative solutions offered by LeaseWeb.

EU US Privacy Shield in the making
We have known since October 2015 that the US Safe Harbor regime is invalid, meaning that personal data of Europeans can no longer be transferred by a company to US Safe Harbor certified companies. Monday 29 February 2016, the European Commission published the details of the EU-US Privacy Shield that should replace the Safe Harbor certifications.

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Safe Harbor invalidation not affecting LeaseWeb customers

In October last year, the US Safe Harbor regime was invalidated by Europe’s Court of Justice, meaning that personal data of Europeans could no longer be transferred by a company to US companies solely on the basis of such companies being Safe Harbor-certified.

Alternative Solutions

At the time of the ruling, no replacement for the Safe Harbor principle was proposed. The European Commission gave itself a 3-months term to come up with an alternative solution, working towards January 31, 2016. It is not likely that this timeline will be met but we expect new developments to be made public in the coming weeks.

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Why we don’t want satisfied customers

LeaseWeb improves continually to meet your expectations

Listening to your customer is a key driver to success, as industry leaders show. The voice of the customer is articulated in an ongoing dialogue. When customers share their feedback, they expect you to listen, act and inform about the enhancements you have been making and are working on. And right they are. But even when the customer is satisfied, that is not good enough. Only when the customer’s expectations are met or exceeded, a satisfied customer can turn into a loyal customer.

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LeaseWeb’s new Abuse Handler is now live

The various LeaseWeb services companies are always looking to improve the processes involved with handling abuse notifications and to increase user-friendliness.

Over the past few years, we have received valuable feedback on the abuse handling process from customers and third parties who submitted notifications. With that feedback in mind, we have developed a brand new system that will further streamline the abuse notification handling process. This system was launched on July 1st 2015 and the first responses are very positive.

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You say. We listen. We act.

Why NPS is not the Holy Grail

To measure the loyalty of our customers, LeaseWeb uses the Net Promotor Score (NPS) as a key performance indicator. The NPS is a management tool that was developed by Fred Reichheld and introduced in 2003. By asking one simple question – ‘How likely is it that you would recommend … to a friend or colleague?’ – it measures a company’s perceived performance and basically tells you how happy customers are.

The NPS is helpful, but all too often, organizations focus too much on the score. The score itself only tells you the temperature of the relationship with customers. If the relationship has deteriorated and has reached a fever temperature, it does not indicate what caused the fever. Was it a bad sales contact, or the quality of the products? And what can you do to improve the sales or product experience?

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Introducing the LeaseWeb Reseller Partner Program

With the new year just starting, here is an update for you on the LeaseWeb Partner Program developments and what’s in store for 2014!

LeaseWeb embarked on a new journey mid last year, kicking off the LeaseWeb Partner Network (LPN). Over the past six months, we developed the foundation and framework of the LPN, creating a platform to build and manage all types of partnerships across all levels. By providing current and future partners with on-demand infrastructure, we help them focus on their core business and augment their growth.

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Scaling the Cloud: how we upgraded all of our customers’ instances

One of the advantages of cloud computing is the flexibility and redundancy it offers. If your cloud provider is running a fully redundant platform (in my opinion it can’t be done right  any other way), most maintenance tasks can be performed without any impact for customers.

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The LeaseWeb Knowledge Base is live

A New Year calls for new resolutions, and providing high-quality information to our customers is one of ours. Enter the new LeaseWeb Knowledge Base!

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Public beta of mobile-optimized Customer Portal now available!

In the 21st century, being mobile is no longer a luxury, it’s a bare necessity. Our mobile phones have integrated so much with our daily chores that we hardly realize the worth, except for those odd moments when we accidentally leave them home!

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What is the most cost efficient way to manage infrastructure for the increasingly popular Free-to-play model?

Free to Play, often abbreviated to F2P, means you can play a game without paying a dime for it. Sounds great doesn’t it? Some industry experts say that F2P might be the first step towards a totally new gaming market. Until then, some games start out as a Pay to Play version (like DC Universe Online, Age of Conan or League of Legends), who later switch to F2P. Other games are designed with F2P in mind, like the recently released Tribes: Ascend. The F2P model is one that truly provides a win-win outcome for gaming companies and players alike.
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