A brand purpose that combines commercialism with kindness is at the heart of retail service provider Timpson Group’s success against the odds, according to its chief executive.

Why it matters

The business is expanding despite being in sectors that are under pressure, thanks to its culture – described by the CEO as “upside-down management”. This gives considerable autonomy to staff to do whatever they want in order to provide a great service and to achieve great sales.

Takeaways

• A culture of “kindness and trust” gives staff the confidence to test new ideas.
• A weekly survey of staff morale is supported...