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Why Customer Engagement Matters at Peak 10

Man pointing at We love our customers title

It’s no secret that growth spurs change. But I can honestly say that in the 11 years I’ve been with Peak 10, one thing has remained the same  — the importance we place on connecting with, engaging and understanding our customers. We live in a world focused on faster, cheaper and easier. It’ s a world where a lot of cloud services and data center services providers will tell you what you want to hear, only to disappear after the sale. At Peak 10, we have a different philosophy. We measure our success by how satisfied our customers are with our services — and the way we provide them.

When I started with Peak 10 in 2004, we were a much smaller company. I had the luxury of knowing most of our customers on a first-name basis and having frequent in-person conversations with them. The opportunity to gain a deep understanding of their businesses, help them solve their IT infrastructure problems and share in their accomplishments are all extremely rewarding. They are among the things I’ve enjoyed most about Peak 10.

As Peak 10 has grown, it’s been important for us to find new ways of maintaining open lines of communication with customers. It’s the core of our business and something we don’t want to lose. I’m not talking about customer support or marketing. I’m talking about a commitment from the entire company to continue having meaningful and authentic conversations with our customers, regardless of how big our business becomes over time.

While our customers would say that the frequent check-ins from Peak 10’s customer success managers and account managers illustrate that commitment, we want to do more. So, we launched service delivery reviews to ensure that the cloud and data center services and managed services that we deliver align with what’s stated in our customers’ contracts. We also host social events because, honestly, our customers are a lot of fun. I live in Louisville, home of Churchill Downs and the most exciting two minutes in sports. Day at the Downs is one of my favorite Peak 10 events where customers and employees converge on Churchill Downs for a day of fun. Without exception, I leave these events with more friends than I had when I arrived, and with a greater understanding of how we can help our customers succeed. We also regularly host barbeques and dinners in cities across the country to create opportunities for that valuable in-person dialogue with our customers.

Today, Peak 10 has thousands of customers. Yet, it isn’t uncommon for customers to call my mobile phone. I welcome these calls because it’s my chance to find out what’s happening with our customers’ businesses, determine if we are delivering what we promised and learn how we can do better. In my eyes, this helps make Peak 10 stand out from the rest.

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About Peak 10

"Our values are the foundation for everything we do at Peak 10, and are ultimately what enable us to earn our customers' business and their trust."
David H. Jones,
Board Member, Peak 10 + ViaWest