How Do You Turn Hosting Customer Frustrations Into Delight?

Jesse Friedman continues his conversation with Aaron Campbell from hosting.com about transforming customer frustrations into delight. They explore building trust through transparent status pages, improving support communication with clear wait times, and aligning internal KPIs with actual customer success rather than efficiency metrics that game the system.Click here to watch a video of this episode. (00:00) - How Do You Turn Hosting Customer Frustrations Into Delight? (00:31) - Introduction (01:09) - How do you build trust through reliable status pages? (06:02) - What are best practices for customer communications and support in hosting? (18:02) - How do you align KPI's to customer success in hosting? (23:16) - How can we learn from agencies in hosting? (27:07) - How should we be thinking about AI in hosting? (31:17) - Conclusion