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Find out how to motivate your workforce & keep engagement high
Geoff Dowell
Marketing Consultant
13 September 2011
Who is Rackspace?
Rackspace US
2900 Rackers
49,000 dedicated customers
6 data centres
Rackspace EMEA
700 Rackers6,000 dedicated customers
2 data centresLocal office in theNetherlands
Rackspace APAC
40 Rackers900+ dedicated customers
1 data centre
2,300 cloud customers
DFW - Grapevine, TX
SAT1 - San Antonio, TX
SAT2 - San Antonio, TX
IAD1 - Herndon, VA
IAD2 - Ashburn, VA
CH1 - Chicago
LON1 – Heathrow, UK
LON3 – Slough, UK
HK1 – Hong Kong
Sales offices in Hong Kong And Sydney
4,900 cloud customers52,000 cloud customers
We Have a Clear Vision
“To Be Recognised as:
One of the World’s Greatest
Service Companies”
Core Values
… To be a valued member, of a winning team, with an
inspiring mission
What do we want from work?
Herzberg: Motivation Theory
Motivators
• Achievement
• Recognition
• Promotion
• Responsibility
• Work content
• Personal growth
Hygiene
• Pay and benefits
• Company policy & administration
• Relationships
• Supervision
• Work conditions
• Job security
Let’s build the bridge between Recruitment and Engagement...
Recruitment Engagement
Engage at pre-startReduce time to competence
Retain talent
Engagement of Rackers & Customers
Engagement
Employee
Hire for attitude
The ultimate question
Partnerships in mind
Customer
= 60% NPS
Rackspace Culture
Linking input to output
Enter here
Indentify Strengths
The Right Fit
Great Managers
Engaged Employees
Engaged Customers
Sustainable Growth
Engagement Hierarchy
How can we grow?
Do I belong?
What do I give?
What do I get?
Growth
Teamwork
Individual Contribution
Basic Needs
Engaged Teams Deliver...
27% Less absenteeism
31% Less staff turnover
12% Higher customer engagement
18% Great productivity
12% Great profitability (highly engaged public companies outperform
competitors by 18% and progressed faster)
51% More shrink (stolen goods)
62% More accidents
Disengaged Teams Deliver...
Three Peaks Challenge
The 4 Factors of Managerial Engagement
Considers
Recognising
Supporting
Understanding
Cares Caring
Inspiring
Recognising
Energising
Converses
Listening
Informing
How You Can Improve
Trust
Credibility
Fairness
CamaraderiePride
Respect
Recognised for Excellence in Service Leadership
Our Mission:
Highly Engaged and Committed
“to be recognised as one of the world’s greatest service companies … by delivering Fanatical Support®”
Our culture is the secret sauce that makes us so successful...
And really rather super!
And kind of Grooooovy...
Rack Gives Back
A Motivating Environment
Thank you