Motivating staff to deliver more

with no financial incentive

Keeping workforce engagement

levels high during uncertain times

1 16/05/2012

Recognised for

Excellence in Service

Leadership

Highly Engaged and

Committed

Rackspace credentials

3

Agenda

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• The Foundation

• Purpose & Culture

• Camaraderie

• Individualisation

• Ownership & Empowerment

• Right Environment

• Communication

• Managers

Net Promoter Score (NPS)

“How likely are you to recommend Rackspace to a

friend or colleague?”

Net Promoter Score = %Promoters - %Detractors

0 1 2 3 4 5 6 7 8 9 10 Detractors Passives Promoters

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Engaged Racker = Customer Promoter

Engaged Rackers Deliver Fanatical Support…

Fanatical Support Creates Loyal Customers…

Loyal Customers Drive Growth

Our Vision To be recognized as one of the

world’s great service

companies… “ ”

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Our strength – I have a purpose

• Our culture and values matter to us

• We have pride in what we do & what Rackspace stands for

• We believe we care about our customers more than our competitors

• Special meaning in work

• We are a welcoming and fun organisation

• People celebrate special events

• Strong sense of camaraderie

• Rackers care about each other

• Management Care and strive to make things better

• Management would only lay people off as a last resort

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What do we

want from

Work?

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Our culture is the secret

sauce that makes us so

successful...

And really rather super!

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Natural Born Rackers You can’t send a duck to Eagle School

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Leveraging Strengths

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“People don’t change that much. Don’t waste time trying to put in what

was left out. Try to draw out what was left in. That is hard enough.” Marcus

Buckingham

Are you Ready to Rack? Accelerating engagement and performance

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Engage at pre-start

Reduce time to competence

Retain talent

RECRUITMENT ENGAGEMENT

Whack at The

Rack! • Be who you are and have fun

whilst doing it!

• Racker ideas = great culture

• Rack Gives Back

• Racky Races

• Three Peaks Challenge

• Birthday card

• Hawaiian shirt day

• Birthday off and half a day

xmas shopping

• Games Room

• Celebrate personal and

professional achievements

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15

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Three Peaks Challenge

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Ownership and empowerment

• Rackers built Rackspace and our culture

• Open Book and challenge

• No Hierarchy

• Rackers are involved in decisions

• Small Teams - Two Pizza rule

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Recognition

The Straight Jacket

Fanatical:

“marked by excessive enthusiasm for,

and intense devotion to a cause or idea”

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What’s Your Top Honour?

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The Right Environment

• Home of Fanatical Support®

• Games Room

• Local discounts

• Great breakout areas

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Communication

• Open Book

• Blogs

• Open Hours and Unplugged

Sessions with leaders

• Manager Sessions with

leaders

• Weekly Talking Points for all

Rackers

• Open plan office layout with

great break out areas

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Great Managers Are The Foundation

Employees join a company,

but they leave a manager “ ”

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Meet Our Great Managers

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• Self Awareness

• Trust

• Autonomy

• Genuine care

• Open challenge

• Clear expectations

• Accountability

• Communication

• Listens

• Appreciative

• Fulfils potential

What We’ve Covered

• Our Foundation

• Purpose & Culture

• Camaraderie

• Individualisation

• Ownership & Empowerment

• Right Environment

• Communication

• Managers

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Thank you