Terry Kyle is the Co-Founder and CEO of WPX Hosting. WPX Hosting is one of the world’s fastest WordPress hosting companies and Terry shares how he took the pain points that he experienced as a customer of other hosting companies and turned it into the strengths of WPX Hosting.
In today’s audio masterclass, Terry covers the importance of having a fast response time for your customers, why WPX Hosting has a “fixed for you policy”, and how WPX Hosting address the resistance its customers experience when it comes to changing hosting companies.

https://everydogmatters.eu/ – Check out Every Dog Matters EU

2. Customers want their problems to be solved, they don’t want to be told how it can be solved.

3. To acquire new customers, it is important to identify what is causing resistance and to address that issue directly.

[4.40] Terry shares that the hosting companies he used previously were more focused on sales than providing a good customer experience. Customer service with the other hosting companies back then was slow as it would take 30 minutes to an hour to get a response, and even when you got a response, it was obvious that the customer service officer was overloaded with other case matters and could not really help you. Terry also found that these companies would market their services as unlimited when it was not a true representation of the services they were providing.

[9.20] Terry made sure that his company was independent and focused on customer support. One strategy that he implement was a 30 second response time policy to ensure that any customer would readily get help when they needed.

[11.00] WPX also implemented a fixed for your policy. When a technical problem arises, hosting companies typically send articles to customers have them solve it themselves when they have no technical knowledge on how to do so. WPX therefore takes over the process and fixes the problem for its customers fast and free.

[16.30] To encourage new customers to join WPX (especially if they find the process of transferring their websites from one hosting company to the next a scary one), WPX has a dedicated team to help transfer a customer’s existing website into WPX’s servers within 24 hours. Terry stresses on the importance of helping customers understand what services WPX Hosting are providing as they need to understand it before they can make the decision to come over.

[19.00] Bad reviews can really destroy your company. If you constantly ignore a problem that your customers are facing, they may leave bad reviews that will affect how new and old customers feel about working with you.

[24.40] Terry shares why he decided to base WPX Hosting in Bulgaria and why he started his non-profit organization “Every Dog Matters”

Terry Kyle is the Co-Founder and CEO of WPX Hosting. WPX Hosting is one of the world’s fastest WordPress hosting companies and Terry shares how he took the pain points that he experienced as a customer of other hosting companies and turned it into the strengths of WPX Hosting.
In today’s audio masterclass, Terry covers the importance of having a fast response time for your customers, why WPX Hosting has a “fixed for you policy”, and how WPX Hosting address the resistance its customers experience when it comes to changing hosting companies.

https://everydogmatters.eu/ – Check out Every Dog Matters EU

2. Customers want their problems to be solved, they don’t want to be told how it can be solved.

3. To acquire new customers, it is important to identify what is causing resistance and to address that issue directly.

[4.40] Terry shares that the hosting companies he used previously were more focused on sales than providing a good customer experience. Customer service with the other hosting companies back then was slow as it would take 30 minutes to an hour to get a response, and even when you got a response, it was obvious that the customer service officer was overloaded with other case matters and could not really help you. Terry also found that these companies would market their services as unlimited when it was not a true representation of the services they were providing.

[9.20] Terry made sure that his company was independent and focused on customer support. One strategy that he implement was a 30 second response time policy to ensure that any customer would readily get help when they needed.

[11.00] WPX also implemented a fixed for your policy. When a technical problem arises, hosting companies typically send articles to customers have them solve it themselves when they have no technical knowledge on how to do so. WPX therefore takes over the process and fixes the problem for its customers fast and free.

[16.30] To encourage new customers to join WPX (especially if they find the process of transferring their websites from one hosting company to the next a scary one), WPX has a dedicated team to help transfer a customer’s existing website into WPX’s servers within 24 hours. Terry stresses on the importance of helping customers understand what services WPX Hosting are providing as they need to understand it before they can make the decision to come over.

[19.00] Bad reviews can really destroy your company. If you constantly ignore a problem that your customers are facing, they may leave bad reviews that will affect how new and old customers feel about working with you.

[24.40] Terry shares why he decided to base WPX Hosting in Bulgaria and why he started his non-profit organization “Every Dog Matters”