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Web hosting is a tough business – our customers expect us to be available 24 hours a day, 7 days a week, there are a lot of variables in play, and the room for error is small. That’s ignoring the fact that the hosting business has extremely low barriers to entry and as a result, a huge number of competitors.

It’s no secret that companies use customer service to set themselves apart in crowded fields like web hosting, but that’s something that has been covered time and time again. The strategy element is less important to most hosting executives and managers than the practical implementation.

In this session, “Customer Service for Hosting Executives,” Douglas Hanna will talk about what the average web hosting executive or manager can do to improve customer service at their organization and how they can help set their company apart in our highly competitive space. The goal of the session is to make it so web hosting executives and managers of all types and from all areas can positively impact customer service at their organization, regardless of their role or job title.

This might sound overly optimistic, but it isn’t. The best customer service organizations, whether they be long time customer service champions like The Ritz Carlton or Nordstrom, or more recent customer service companies like Zappos, believe in quality customer service at all levels. If the janitor doesn’t buy into the value of customer service as much as the CEO or Chief Customer Officer, the organization won’t be able to become a true customer service leader. All it takes is one customer interacting with a potentially angry janitor to ruin what everyone else worked hard to achieve.

Web hosting is no different. The CTO lacking an understanding of the importance of customer service can have drastic affects.  What if he or she pushes out a change (without notice, of course) that breaks hundreds of customers’ websites? That’s just one of many reasons the CTO needs to understand the value of customer service as much as the Customer Service Manager in order for the company to excel in customer service. Without that understanding, the company is always going to be struggling.

Hosting companies can and should use customer service to their advantage. Great customer service has the power to set companies apart from the competitors and to create tremendous customer loyalty. That’s something that all companies can benefit from.

BIO: Douglas Hanna is the CEO of A Small Orange, a provider of high quality web hosting services. Before joining A Small Orange, he was the Customer Service Manager at HostGator.com LLC. Douglas also founded and writes for Service Untitled, a leading blog on customer service has done customer service consulting for companies such as Dell.

Check Douglas Hanna’s session out on Wednesday, August 10th at 4:00 pm. View the conference schedule.

Thanks to SpamExperts, a Gold Sponsor and their generous HostingCon giveaway, early bird has been extended for one week only – ending July 8th! If you’re interested in saving some money and potentially winning the spectacular giveaway from SpamExperts – act now and register for HostingCon 2011.

For all the latest HostingCon news and information, visit HostingCon – The Premier Conference and Trade Show for the Hosted Services Industry

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Tags: CEO, Check Douglas Hanna, Customer Service Manager, Gold Sponsor

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