Sometimes leadership is organizational, meaning that it is not a particular person noted to be a leader. In this case, once again, Rackspace provides one of the best service level agreements, "Rackspace Guarantee: Upon experiencing downtime, Rackspace will credit the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected server)."
Imagine that if you were a customer in a different industry. Pretend you have a cell phone. It goes down or drops a call and you see the bill subtracts a percentage for the inconvenience. Pretend you send children to school and they experience down time in the classroom, then imagine you receive a percentage tax break or tuition break.
Godin would probably say that Rackspace's Fanatical Support is part of its marketing whether or not Rackspace is seeking this.
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