Dom Monkhouse, MD, PEER1 Hosting (28:17)

In: BlogDate: Nov 20, 2024By: Claire Lickman

Dom Monkhouse has built two £30 million businesses on the basis of unique cultures and creating great places to work in.

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Dom Monkhouse, MD, PEER1 Hosting

Dom explains how profits have increased over the last four years at his company UK Rackspace. One of their main ways of ensuring profits increase is through keeping customers and making sure that your customers are liking your business enough to keep using your business. He utilizes surveys, keeping track of how many people rate them 8 and above on surveys and how many people rate them 6 and above, which means that something does need to be fixed.

Making sure that you are checking in with your existing customers and ensuring that you are building up relationships with them can be the key in increasing your profits. Being able to help your customers, especially in more personalised ways, can ensure that they stick with you. 

About Dom

He built the UK Rackspace business from scratch and left just after it was named as the best company in the UK for customer service.

He is now Managing Director of PEER1 Hosting’s EMEA operations and SVP Customer Experience. Dom is responsible for sales, marketing and service delivery across the EMEA business and ultimately ensuring excellent customer satisfaction.

Dom is also a regular public speaker on creating great places to work and achieving continuous client satisfaction as well as an assessor on the Sunday Times Customer Experience Awards.

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Dom Monkhouse, MD, PEER1 Hosting interview

What you will learn in this video:

  • How to keep your current customers and make sure they are happy.
  • What metrics to look at when it comes to customer satisfaction.
  • The relationship between having long-term staff and customer service.
  • Easy to implement practices that help check in with your staff and customers. 

Related resources:

Dom Monkhouse: Happy staff = Happy Customers = Happy Profits - This talk, also by Dom, talks about how happiness helps your profits. 

Henry Stewart, 5 Things You Can Do to Give Better Customer Service - This blog post deep-dives into ways to give better customer service. 

Happy Staff are More Productive - This blog post shows evidence that happy staff are better for the workplace.

Claire Lickman

Claire is Head of Marketing at Happy. She has worked at Happy since 2016, and is responsible for Happy's marketing strategy, website, social media and more. Claire first heard about Happy in 2012 when she attended a mix of IT and personal development courses. These courses were life-changing and she has been a fan of Happy ever since. She has a personal blog at lecari.co.uk.

More by Claire

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