Beyond Data Recovery: Why the Best Customer Outcomes Start with Empathy and Action

Six years. Six NorthFace ScoreBoard Awards in a row.

I have rewritten the opening of this post more times than I want to admit, and every draft comes back to one word: grateful. The NorthFace ScoreBoard Award is not won with marketing or a single strong quarter. It is earned through the real voices of our customers, measured against one of the highest standards in our industry. Winning it six consecutive years puts this organization in rare company, and it reflects the trust our customers place in us every day. I could not be prouder to stand alongside them.

Our customers gave us a Net Promoter Score of 88, a Customer Satisfaction score of 98%, and a ScoreBoard Index rating of 4.8 out of 5. These numbers are the direct result of how our Customer Success organization shows up for customers every single day.

But this post is not about the award. It is about what our customers experience when they work with us, and the one principle that drives everything we do: empathy in action.

When it matters most, empathy means action

It is easy to talk about empathy when systems are up, tickets are low, and everything is running smoothly. The real test comes on the hardest days.

Earlier this year, a regional conflict knocked out a data center where one of our customers stored critical business data. The entire facility, gone, and with it the place their business depended on every day. For most providers, that is the moment the conversation turns to disclaimers and support tiers. We did the opposite. Our Support Engineers, Technical Account Managers, and Professional Services Team stepped in as an extension of their team, working shoulder to shoulder with their networking engineers, data team, and leadership as if their crisis were our own.

Across our Customer Success organization, our team stayed on the line. They stayed through the uncertainty, through the fear, through every urgent question a customer asks when their business is on the edge. They worked the problem in real time, confirming that data was replicated and protected, and they did not step away until users were back online and accessing their data files. They did not treat it as an incident to be closed. They treated it as people who needed help, and they refused to leave their side.

That is empathy in action. Not just understanding the urgency but moving on it. Some vendors automate it, but we doubled down on it.

It’s also a reflection of how Nasuni is built.

Resilience is not just a feature, it’s a foundation

Empathy and performance are not opposites across Customer Success. For us, they are the same muscle. The same people that will stay on a call in the middle of the night with a customer in crisis also delivers exceptional customer satisfaction quarter after quarter. Our Support Engineers, TAMs, and Professional Services Consultants are the backbone of that consistency, and they are the ones our customers count on when the stakes are highest and the clock is unforgiving.

That consistency is why Nasuni also earned top rankings across 15 categories in G2’s Summer 2026 Reports. Those placements span product usability, implementation, customer relationships, and disaster recovery. They are not the results of a single campaign or push, but reflect a pattern that our customers see and feel every time they work with us.

When you lead with empathy and back it with action, the results follow. Customers stay. They expand. They tell their peers. Every retained relationship and every renewed contract traces back to a moment when someone on this team chose to care a little more than they had to and then acted on it. That is real, lasting value to the business, and it is built one honest interaction at a time. That kind of loyalty is not something you can shortcut. It comes from showing up consistently.

Why this work matters

To our customers: this is the commitment behind every interaction with Nasuni. When the unexpected happens, we will be there. Not just with technology, but with people who care about your outcomes as much as you do.

And to every member of the Customer Success Team and everyone across Nasuni who answers the call when it matters most: thank you. Six consecutive NorthFace ScoreBoard Awards is your achievement. You earned every one of them by remembering that behind every case is a person (and an enterprise) counting on us.

Here’s to number seven, and to showing up for our customers with empathy and action every single time.