When a market leader like Rackspace fails, it hurts us all – but valuable lessons from the experience can be taken away as well.
Lesson #1 – Transparency Builds Trust.
I’ve learned this over the last 15 years and last 3 companies I’ve built. Transparency with customers, employees and investors is fundamental to trust. I applaud Rackspace’s transparency about the problem. As a public company, their CEO’s video post was an excellent response to keep the customers and shareholders informed about the problems they’re having at Rackspace. Very well done.
Lesson #2 – Control the Conversation in Social Media.
Perhaps our marketing team at Online Tech was a little too enthusiastic tweeting to Rackspace customers that were openly looking for an alternative. While we gained several new customers by reaching out to them, the Rackspace employees spanked us on twitter and the blogosphere for it.
Frankly, I’m impressed with the size and rapid response by Rackspace’s marketing team on how quickly they moved to control the discussion across the social media space. When the CEO’s video was posted to their blog, Rackspace employees tweeted and retweeted literally hundreds of tweets about the post – pushing the older posts with complaints and negative comments right off the pages.
The combination of transparency about the multiple outages at Rackspace, and the volume of employees they use to control the conversation across blogs and other social media, impressed me. We’ll continue to view Rackspace as a formidable, well respected competitor – and focus on the personal attention we give each of our clients as one of the differentiators that helps us continue to win business.
Otava provides the secure, compliant hybrid cloud solutions demanded by service providers, channel partners and enterprise clients in compliance-sensitive industries. By actively aggregating best-of-breed cloud companies and investing in people, tools, and processes, Otava’s global footprint continues to expand. The company provides its customers in highly regulated disciplines with a clear path to transformation through its effective solutions and broad portfolio of hybrid cloud, data protection, disaster recovery, security and colocation services, all championed by an exceptional support team. Learn more at www.otava.com.