Posts Tagged ‘customer satisfaction’
As LeaseWeb approaches its 20th anniversary, I’ve recently had a quote from Chuck Yeager stuck in mind, “If you want to grow old as a pilot, you’ve got to know when to push it, and when to back off.” As a pilot myself, and someone who spent his early life working as one professionally, this line resonates. When you are flying, there is little room for error. Expertise, teamwork, and precision, mean the difference between a safe and enjoyable flight and one that could place people in real danger.
While the risks in the field of cloud hosting may not be as dramatic as those in aviation, they are no less real. Much like in aviation, deep knowledge of the field and the right team are important. But, expertise and teamwork are not enough in themselves. They need to be brought together in the right way to provide a framework for success.
When we started LeaseWeb in 1997, I could have never imagined what the company would become. The field of technology was quite different. The internet as we understand it today had barely emerged, dial up modems were the only way to get online, and no one had even imagined the possibility of the smart phone. Access to the internet was limited and at times hard to come by. I remember being in Nairobi after a flight with our 747 and trying to find a way to get online. There were actually no local connections, so I ended up paying nearly € 800 in calling charges to South Africa just to get access to the internet.
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.
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?
Event sponsoring is one of the strategies that companies can follow when they seek to advertise, increase brand awareness and lead generation, or find new employees. Although not always easy to measure, it is a strategy that works. This is probably the reason why so often you see the same companies sponsoring so many different events.
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.
A guestblog By Shay Hugi, CEO of Sunset Games.
Picture this. You are a tank gunner chasing an elusive enemy. Finally you have them cornered. You take aim to blow them to smithereens… And your screen stutters and freezers. Not good. That’s why we chose LeaseWeb to make sure that does not happen to any of our players.
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!
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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When you run into someone in the hallways of the LeaseWeb’s offices and say ‘Hey, how’s it going?” the most common answer you will get is “Great! But busy!”
It’s true, we’re all so involved with whatever it is we’re doing, literally running sometimes day and night to meet deadlines. From my point of view, you really need to be smart about striking a balance between meeting those deadlines, while still taking your time to be creative to bring that extra something into your work.