Kin&Co

🚀 Service culture isn’t just about good customer #service — it’s the foundation of a thriving organisation. When your people feel valued, engaged, and empowered, they create experiences that drive loyalty, performance, and long-term success. That’s why we’ve created the “Serving Up Connection: How To Build A People-Centric Service Culture” white paper—a practical guide packed with insights, tools, and real-world examples to help you build a truly people-centric service #culture. 📥 Ready to dive in? Download the white paper now and start building deeper #connections across your organisation: https://lnkd.in/eUeCnUYJ

A global community. A fractured culture. A mission at risk. When divisions grow, so does the challenge of delivering impact. PMI knew that to achieve its ambitious growth strategy, it had to unite staff, volunteers, and chapters under a shared purpose. The challenge? Rebuilding trust, alignment, and a sense of belonging. We partnered with them to shape a culture that transcends borders, roles, and languages—one that empowers leaders, unites teams, and drives real business success. The result? A 36% increase in leaders role-modelling the new culture and 83% of the community believing it will fuel organisational success. If culture is holding your organisation back, it’s time to change that. Read the full case study to see how we helped PMI unlock the power of a united culture. 🔗 Read the full case study here! #Leadership #CultureTransformation #Community #EmployeeEngagement

A hotel receptionist finishes a gruelling shift. Understaffed and overwhelmed, they’ve dealt with demanding guests, last-minute changes, and a queue that never seemed to end. They glance at the rota for next week—another colleague has quit. Again. It’s a pattern playing out across the industry. In fact, UK hotel groups are facing an astonishing 105% attrition rate. Staff are burning out, turnover is skyrocketing, and businesses are trapped in a costly cycle of hiring and training. But here’s what sets the best apart: Service culture. When employees feel connected to the brand, understand what’s expected of them, and share a common purpose, they stay. Companies that invest in service culture see: - Higher retention - Better performance - More engaged teams If you’re serious about keeping top talent, our whitepaper, Serving up Connection, reveals the proven strategies that leading businesses use to build service cultures that last. 📥 Download now: https://lnkd.in/enGpdVT6 #ServiceCulture #EmployeeExperience #Retention #Leadership

Most transformations fail because leaders focus on process, not people. But Alexion Pharmaceuticals took a different approach—rewiring its culture to make agility and efficiency second nature. Faced with internal resistance and the complexities of a global organisation, they didn’t just introduce new systems; they built a high-performing, resilient business fit for the future. This case study breaks down exactly how they did it—and what your organisation can learn. #Transformation #PeopleAndCulture

Inconsistent service doesn’t just disappoint customers—it damages loyalty, weakens reputation, and costs businesses millions. Your brand promise is only as strong as your ability to deliver it consistently, everywhere. Here’s the reality: Service businesses that operate globally struggle to maintain consistency, yet companies that successfully embed clear service behaviours see a 1.5x increase in employee engagement—driving better customer satisfaction and stronger business performance. So how do you scale without losing what makes your service exceptional? In our latest whitepaper, Serving up Connection, we explore how leading businesses create a unified, people-first service culture that works across regions, franchises, and diverse teams. - Learn why service culture is key to global brand consistency - Discover practical strategies for embedding behaviours across teams - Avoid the pitfalls of inconsistent service delivery If you want to build a global service experience that scales, Serving up Connection is essential reading. 📥 Download it here: https://lnkd.in/enGpdVT6 #ServiceCulture #Retail #GlobalBusiness #BrandConsistency

International Women’s Day 2025 - A Call To Action Back in 2013, I was working with an incredible group of young women Advocates from Girlguiding. We were discussing which girls’ rights issues they wanted to make a stand for. Top of the list was joining the ‘No More Page Three’ campaign - calling for the Sun Newspaper to end its topless models feature. When I asked them why this was so important, they explained that having those pictures at school, in their classrooms and common rooms, normalised making inappropriate comments about girls’ bodies. The photos gave permission for non-inclusive, unsafe and embarrassing comments and behaviours in an environment where their safety should have been guaranteed. Essentially, it created a new ‘social norm’ that impacted the culture of their schools. Watching those young women speak out for their rights remains one of the proudest moments of my career. So now it is International Women’s Day twelve years later. An urgent call to action for rights, equality and empowerment. It comes at a critical moment for diversity, equity and inclusion. Just like 'Page 3' in the classroom,  the “DEI backlash” and comments about ‘masculine energy’, and cultures that celebrate "aggression", risk setting a dangerous tone about what’s acceptable in workplace cultures. It is already a troubling time for women’s safety in the workplace. - The Financial Conduct Authority's 'non-financial misconduct' survey shows allegations of bullying, harassment and discrimination in the City have soared by nearly 75% in the past three years. 26% of incidents reported in 2023 relate to bullying and harassment, and 23% to discrimination. - Women working in London's FS district are still experiencing"shocking" levels of sexual harassment and bullying, according to the House of Commons Sexism in the City Report. It describes a culture of ‘fear’ where the focus is often to 'change women', rather than change the culture to fit women better. We continue to see waves of high-profile sexual harassment allegations in the City, media, politics and beyond. My two teenage daughters are getting closer to entering the workplace. I do not want them to enter a world of work where misogyny, exclusion, harassment or discrimination still exist. Instead, I want for them what I want for ALL women and girls: to thrive in safe, inclusive, purposeful environments - where they can learn, contribute, engage, grow and shape the future. This year I have been lucky enough to step into ownership of Kin&Co with two incredible women: Emma Woodhead White and Zöe Kretzschmar (she/her). Alongside our team of passion advocates for inclusion - we are deeply committed to building this culture for our team and our clients. But for wide scale change for women, all leaders need to stand up against the dangerous cultural headwinds we are seeing today - just like the Girlguiding Advocates. #IWD2025, #AccelerateAction, and #ForAllWomenAndGirls

We are seeing a complex inflection point for Diversity, Equity, and Inclusion (DEI) in the workplace, and in the midst of the rhetoric and political arguments is a deeply human experience. At Kin&Co we know that open, courageous, vulnerable, respectful and curious conversations - that share resources, knowledge and experiences, and reach across the divide - will be crucial to maintaining vital impact and progress. That's why, we're sharing our reflections and five simple, actionable steps to maintain momentum. We'd love to hear what resonates?

A customer walks into a coffee shop. The barista, eyes fixed on the screen, barely acknowledges them. The order is taken, the coffee is made, and the transaction is complete. Efficient? Yes. Memorable? No. Now imagine a different experience. The barista greets them by name, remembers their usual order, and shares a quick joke before handing over the cup. That moment of connection transforms a simple transaction into a reason to return. In an AI-enabled world, businesses are automating fast—but human connection remains the real competitive advantage. Companies with strong service cultures don’t just serve customers; they create experiences. And the result? Employees who are 4x more engaged, driving motivation, loyalty, and performance. So how do you build a people-first culture in an increasingly digital world? We break it down in Serving up Connection—our latest whitepaper, packed with insights on how a behavioural science-led approach can transform service teams and improve business outcomes. 📥 Download it here: https://lnkd.in/enGpdVT6 #ServiceCulture #EmployeeEngagement #CustomerExperience

£1.3 billion investment. A major workforce expansion. A culture that needed to evolve—fast. Scaling isn’t just about strategy; it’s about people. LifeArc knew that to deliver lasting impact, they needed a culture fit for growth. The challenge? Embedding trust, accountability, and excellence at every level. We partnered with them to redefine their Employee Value Proposition (EVP)—engaging employees, transforming leadership, and driving a measurable boost in engagement and pride. If your business is growing, don’t leave culture to chance. Read the full case study to see how we helped LifeArc build a future-ready organisation—one that attracts, retains, and empowers top talent. Read the full case study here! #Leadership #EVP #CultureTransformation #EmployeeEngagement

Why do so many M&As fail to deliver long-term value? Because #culture is treated as an afterthought. 95% of executives say cultural fit is critical in M&A, yet a staggering 25% cite a lack of cultural cohesion as the primary reason for failure. And the numbers don’t lie—45% of employees leave within a year of a transaction, and 75% within three years. At our recent Women in M&A event—hosted by Kin&Co in partnership with March Women - Women in M&A—we tackled this head-on. Our panel of leaders, including Camilla Barlocco, MA, Karen Thomas-Bland, Becky Hewitt OBE and Emma Woodhead White, unpacked the human side of M&A—because deals don’t succeed on spreadsheets alone. If you’re a business leader navigating M&A, this is a must-read. Our latest piece dives deeper into the practical strategies you need to get this right. A huge thank you to our brilliant panellists and to everyone who joined the conversation. Let’s put people and culture where they belong—at the heart of M&A success.