cASE STUDY 01:

The time we co-created a cultural north star

Global Retail Organisation

the challenge:

How do we create memorable and specific expectations globally?

We partnered with a global retailer who employ 80,000+ people across 17 countries worldwide. They came to us with two challenges:

A new purpose, strategy and brand that needed new expectations.
The business needed a clearer, unified view of the expected behaviours at all levels.

THE APPROACH:

Create an aspirational and global Culture Blueprint.

We set out to create one single articulation of what was expected globally. We started by creating a prototype with the various existing framework owners. Then, over three months, we built out and iterated this prototype via:

Internal sessions.
We conducted 49 ‘Walkaround Sessions’ with over 200 people across the organisation.
External research.
A review of eight competitors, the behaviours required for success in the future of retail, and a generational workforce needs review.

The final Culture Blueprint consisted of 3 universal principles, 9 behaviours, and detailed competencies across 5 levels of seniority. It was designed so that, no matter your grade, you’d only need to read 2 pages to understand the expectations.

The Blueprint was translated into 13 different languages. It’s now been embedded in processes such as talent assessment, performance management, and recognition. The previous 6 frameworks have been retired.

External research.

A review of eight competitors, the behaviours required for success in the future of retail, and a generational workforce needs review.

Internal sessions.

We conducted 49 ‘Walkaround Sessions’ with over 200 people across the organisation. We used these sessions to gather feedback, add detail, and iterate the content of the Culture Blueprint.

“Click really helped us create something totally perfect for our global and complex organisation.”

Head of Culture and Leadership

The results:

We were Business Culture Awards finalists.

100% of key stakeholders would want to work with us again.
100% of key stakeholders felt our solution was pragmatic, scientific and simple.
The Culture Blueprint SharePoint site became the most accessed internal site across the whole business.
80%+ Store Managers have launched and taken steps to embed the values in their stores.
Improvements in engagement survey items relating to clarity such as an 15% increase in people who feel, “Our company values provide a good fit with the things I consider important in life”.

testimonials:

Our stakeholders and end users loved what we created.

01/05

“Loved working with Click. Credible, trustworthy and delivered above and beyond on every promise.”

Development Lead

“Our new behaviours are straightforward and relatable. We use them to hold each other to account.”

Area Manager

“Our competencies were meticulously designed. They support our team to make more objective, robust talent decisions across the employee lifecycle."

Head of Assessment

“For years we’ve been talking about our DNA, but couldn’t find the right words to explain it. Finally, we can describe how it really feels to work here.”

Head of People & Culture, Benelux