Heroic Support From Lansing’s Liquid Web

By Jane Whitttington on September 3rd, 2015 / Comments

In 1997, Matthew Hill was 16 and in high school. But his relative youth didn’t stop him from pursuing his dream of being an entrepreneur. Working out of his home in West Michigan, Hill started the business which has evolved into Liquid Web™. Today Liquid Web™ , headquartered in Lansing, has become a powerhouse as a provider of web hosting services and managed cloud services.  They have facilities not only in Lansing (four of them) but also in Ann Arbor, Arizona and Amsterdam.

As to their extraordinary reputation, they have been named on the INC.5000 list of fastest growing companies in every year since 2007—that’s eight awards in total. In 2010, Liquid Web received an award as the Best Virtual Private Server Hosting by Web Hosting Clue. Lead411 named them on their list of hottest companies in the Midwest. As for Hill himself, he was on the list of “10 Over the Next 10” by the Lansing Regional Chamber, Greater Lansing Business Monthly, and the Grand River Connection.

Recently, it was announced that Liquid Web’s Net Promoter Score reached an all-time high of 74 for the 2015 second quarter. Scores above 60 are extremely rare; average scores usually hover in single-digits. The score is based on customers’ feedback and measures the likelihood of a user recommending a business.

Hill served at CEO for close to 18 years. In 2015, Liquid Web received a significant investment from Madison Dearborn Partners. Details of the private transaction have not been released. Matthew Hill ceded his position as CEO to Jim Geiger. According to Cale Sauter, who works in public relations at Liquid Web™, “It’s business as usual for us. We will continue to provide the best service and the best products.  We continue to grow at a steady pace. We now have 455 employees and anticipate hiring more.”

He adds, “IT has long been dominated by men, but we are actively looking for women who have the expertise needed for the job. Currently, about 15 percent of our employees are women. We recently participated in Women in Technology, a seminar in Ann Arbor. We will continue our efforts to bring more women into the field.”

Liquid Web™ serves over 30,000 customers worldwide in over 150 countries. Salter says that half of their customers are not from the U.S. Their client list reads like a who’s who of major corporations including FedEx, Michigan State University, Bose, Home Depot and General Motors. No matter who the customer, they are part of Liquid Web’s™ Heroic Support®.

Sauter explains, “Any of our clients who call or go on live chat with a problem will reach our support line and will have their call answered by a person in one minute or less. If they send an e-mail, it will be answered within 30 minutes. It all can be done remotely, so the client doesn’t have to come into the facility, and the staff doesn’t have to go out to their place of business. This kind of Heroic Support® is available 24/7, 365 days a year.”

Liquid Web™ has long been focused on service, but they are beginning to branch out into offering products to consumers. They hope to develop products for their customers that will function like software on top of Liquid Web’s™ hosting infrastructure.

New employees come in already tech savvy, but they go through a month of training and month of mentoring to make sure they are up to speed in every aspect of the technology.

As part of their efforts to reach out to the larger community, they participate in local charity events and support scholarship efforts. In addition, they have recently launched the Incubator Program which provides help to startup ventures through free hosting, infrastructure and mentoring. More information about this program can be accessed at www.liquidweb.com/blog/index.php/supporting-innovation-through-incubator-programs/. Potential participants can apply online.

Jeff Bezos, founder of Amazon and recent purchaser of the Washington Post, once said, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”

The heroic employees of Liquid Web™ live by those words.

For more information, go to www.liquidweb.com.



About the Author

Jane Whitttington

Jane Whitttington

Jane Whitttington is a freelance writer and editor who lives in Grand Rapids. A Michigan native and Michigan State University grad, she enjoys reading, travel, politics and volunteering.