WHAT WE SEE.
Understanding the brief
AIMS.
An enterprise where we see increased NPS, where the experience drives sales and market share, and we measure this, not simply set targets. A change in how we work to reflect who we are.
Launch purpose and values
Share culture change roadmap
Build understanding of sales culture
Bridge gap between professional/non-professional and managers
Liberate colleagues with a sense of freedom, to be themselves, to drive our enterprise through greater customer experiences
CHALLENGES.
What’s getting in the way
Big, diverse frontline workforce
Mixed colleague engagement / negative perception of ‘selling’
Varied store manager capability
Complexity
Embryonic digital channel mix
Coronavirus restrictions
TWO ELEMENTS TO LAND.
PRIDE
Build shared pride and mutual understanding through the purpose and values
Recognition, inspiration and empowerment
Launching purpose and values and bringing culture to life
TRUST
Build trust in leaders to live the values and support colleagues to deliver on the purpose
Respect, transparency and authenticity
Sharing roadmap for positive change to support culture
PURPOSE: JOY OF VISION.
A different way of seeing selling…
“Understanding the importance of how the pair of glasses can impact people’s life. I am helping people. That’s the most beautiful thing about working for VE. Sense of reward – you help someone. See the opportunity to change someone’s life.”
Customer outcomes need to be at the heart of the story.
VALUES.
Together we achieve results
We believe that we accomplish more as a team than we do as individuals
Our teams are effective, dynamic and challenging, we are always pushing each other to do better
We support and help each other (regardless of role or location)
No role or person is more important than another
Being the best
We strive to be the best at everything we do
Our reputation as an optical retailer and an employer speaks for itself
We are results not actions orientated
Nothing gets in the way of us doing the best for our customers and colleagues, we go above and beyond
Joy in people
We find joy in caring and helping our customers and our colleagues
We love learning all about our customers and colleagues 'whole life'
We take pleasure in seeing our talented colleagues thrieve and grow
Every day is different and interesting
JOY OF VISION CAMPAIGN.
An integrated campaign designed to build lasting engagement and action
Awareness
EYES & EARS
Leader roadshow
Manager workshops
Purpose film
Purpose pack
Understanding
HEAD
Store team session
Interactive online culture roadmap
Values identity design/social competition
Commitment
HEART
Values-based recognition awards
Joy of vision fund
Random acts of joy
Action
HANDS
Easy recognition awards process/app
Manager/colleague tools