The Rackspace Customer Experience Secret Sauce

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.

Check out the full interview here:

As Chief Operating Officer, Mark was responsible for the computing platforms on which Rackspace delivers products, services and support. An engineer by trade, Mark managed the Rackspace global infrastructure and associated services such as data center engineering & operations, hardware design & configuration, networking, infrastructure services (storage, backup, and data protection), supply chain and procurement. He was also responsible for global security, internal enterprise IT and the customer service tools that enable Rackers to deliver Fanatical Support®. Mark started his career as an engineer at Compaq before moving into management, and later held senior leadership roles at Microsoft, Intuit, Sirius XM and eBay. Mark is regularly requested to participate on expert panels to discuss technology trends, supply chain innovation, net promoter programs and leadership. He has published articles in the fields of leadership, supply chain and digital & physical anti-counterfeiting technologies. Mark has been a strong supporter of charities dedicated to enriching the lives of children with disabilities. He is on the Board of Directors of Taelor's House Foundation and supports the Prader-Willi Syndrome Association, Special Olympics and the Boys & Girls Clubs of America. What does Mark like best about working at Rackspace? The culture. "If you give Rackers a vision and a strategy it will absolutely get done," he says. "There's nothing we think we can't do." Mark holds a BBA degree in management from Texas A&M University.


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