How many companies do you know where a list of values - pasted on the wall in reception or unseen on the opening page of the annual report - are no more than words? Although many firms treat their values, mission statement and vision as little more than a mantra to be trotted out at presentations or recruitment drives, there are some who live and breathe those values - from the chairman to the office junior.
When Marketing and The HR Consultancy, part of the Stopgap Group, set out on the inaugural search to find the Best Marketing Employers 2002 from agencies and client marketing departments, it was these companies we were looking for. The ones that clearly communicate their vision, mission and values to their marketing staff. Those that set out clear business objectives and make sure that everyone in the marketing team knows what they are and how to achieve them. Those that have clearly defined internal company values and reflect those values in everything they do. Those that instill trust and confidence in their marketing teams. And those companies where the management leads by example.
Not only do the results enable us to see who the top marketing employers are in terms of how well management engage staff with the business, they also allow us to gauge what these provide in terms of benefits and support.
In the second part of the questionnaire, we asked about practical factors such as financial rewards and benefits, pension, and private medical and dental care provision.
Companies did not have to perform equally well in both sections of the survey - a high score in either one affected their position. The results reveal that while agencies are better at engaging their staff, client-side departments provide more of the basics.
The questionnaire was completed by 1250 marketing personnel in 285 companies.
To qualify for inclusion, a company had to have completed questionnaires from at least five members of its marketing team. The majority of companies generated at least ten responses, with one client-side department receiving 61 completed forms. Ninety-five companies qualified.
The more staff understand the vision, mission and values of the company, the healthier the bottom line. It is not a soft option, but a business tool, just as much as a company's IT strategy.
"Wherever the company is heading, the people who are part of it need to know," says Claire Owen, managing director of The HR Consultancy. "They are not only more likely to work harder to get there, they are also more likely to contribute to getting there faster. Pinning down what makes your brand special is not easy. This is why the senior management team needs to make the time to explore the essence of the brand and to capture it for everyone."
With a score of 135 out of a maximum 138 for staff engagement and 18 out of a maximum 27 for providing the basics, direct marketing agency Presky Maves emerged as the Best Marketing Employer in 2002. It has grown from two people to 20 in its four years, with the goal of creating a "a team of marketing experts".
Each time someone joins the company the vision is explained, and it is communicated to the company as a whole on at least a quarterly basis.
But co-founder Robin Presky acknowledges that the vision to have the entire agency working as a cohesive team will need to evolve as the company grows.
Communicating the vision
So how should management go about communicating the vision and engaging larger groups of people, a department of 140, for example?
This is one of the challenges that Philip Gladman, marketing director, Smirnoff and Archers at Diageo faces.
"Rather than being communicated to, the marketing department is integral to how the vision is created," explains Gladman. "I was at Procter & Gamble for four years and in the marketing department our objectives and the targets just arrived and we got on with achieving them. But here, it comes from the bottom up, and marketing and sales work together on business plans which go into the marketing executive. They then get passed up to the board. Nine times out of ten what is recommended by them happens."
Empowerment and involvement in the creation of the vision, strategy and objectives have emerged as key factors. One member of the marketing team at Virgin Mobile, the second-highest client team, wrote on the questionnaire: "As a company, Virgin Mobile is prepared to give people a lot of autonomy and the chance to prove themselves. That faith makes us as employees want to do the best job we can. There is no blame, which means we are not scared of messing up and ultimately develop and learn at a faster rate."
A similar culture has been taking shape at Guide Dogs for the Blind, where values of openness and trust have been fostered by chief executive Geraldine Peacock, who heads a marketing team of nine. "It is not a blame culture - if we fall flat on our face we learn from it."
But to reach their goals, marketers first need to be aware of what they are, and how to reach them. "No communication is bad communication," says The HR Consultancy's Owen. "What's not said will be guessed, and nine out of ten times this will be wrong. People need to know what they can contribute and can be expected to contribute; it makes them more productive."
Dunnhumby, a direct marketing agency with 200 staff, provides six-monthly one-to-one discussions for each of its staff where it sets goals and measures their delivery against an objective set of competencies. Edwina Dunn, co-founder and chief executive, believes this is effective in driving the motivation of her employees.
One of the principle factors in attracting, motivating and retaining employees is the company values, which help give people direction and identify how things should be done. "If a company has 'teamwork' as a value then individual reward programmes won't work," says Owen. "If they have 'openness', they can't have the board directors having clandestine meetings. If one value isn't lived up to, the rest will be ignored."
If the brand values have been communicated effectively and bought into by everyone in the company, says Owen, they act as a checklist for decisions that are made.
"In terms of company values, we don't have anything written down on a bit of paper - our values are inherent in our daily behaviour," says Lawrence Bate, category director for clothes care at Lever Faberge. "We have three main points: a focus on delivery, results and accountability; a customer and consumer orientation; and teamwork and fun."
Bate believes that Lever Faberge's values are reflected in its people.
The company holds a Consumer Connection programme where marketers talk to consumers to get their opinions and feedback.
The values of the Virgin mother brand: - fun, quality, innovation and consumer champion - translate into Virgin Mobile's marketing methods, says James Kydd, brand director. "Having simple tariffs, a human approach and fighting against what we call 'mobilitis' - getting obsessed with mobile technology and jargon. We try to make the values come to life rather than just having them written down on a bit of paper. So they also carry through to our treatment of staff, with the casual dress code, open plan offices, music and flexible timekeeping."
Diageo's Gladman says its people-focused values are reflected in its "vast commitment" to training and development in the marketing department, and in its celebratory culture. "We have developed marketing training courses, and we as marketing directors have pledged to put the whole marketing department through this course by Christmas," says Gladman. "So many companies sit around and say 'oh yes, people development is so important to us', but at Diageo it really is important."
Bernice Lovell, founder and director at marketing agency the Haygarth Group, believes that values should be inherent in a company. "The more you define values, the more you lose them," she says. "We lead by example and don't stand for much hierarchy - no one has an office and we mix levels of staff on desks."
As a company grows it becomes harder to hold on to the essence of what made them great in the first place. Little surprise then, that the top three companies in the main table are medium-sized and owner-managed, with the visionary that established the company leading from the front.
"My job is to work at how to communicate the vision," says Matt Kingdon, managing director of brand consultancy ?What If! "Not by some corporate method like e-mail or a plaque on the wall - but by role-modelling and making heroes of people."
But it is possible, and some would say essential, to lead by example in much larger organisations. "We don't just have face-to-face meetings to communicate market share figures," says Bate. "We talk about long- and short-term goals and big launches - all the razzmatazz and commitment comes from the top down. We've found that where people feel dissatisfied in their jobs, it's generally down to not knowing what is going on in the company."
With the launch of Persil Aloe Vera in May, the Lever Faberge marketing team was encouraged to go out and demonstrate the product alongside the in-store demonstrations that were organised as part of the campaign.
The chairman, Keith Weed, also got involved in these demonstrations, going out and talking to consumers, who were unaware of who he was, about the product.
At Guide Dogs for the Blind, the management practises what it preaches by building trust and integrity, says Peacock.
"When I first came here I encountered a feeling of fear and a lack of openness. The way the building was laid out smacked of hierarchy. I moved off the top floor to the ground floor where I have an office with glass walls and my door is always open. I moved the marketing team to the same place because I want the whole organisation to see marketing as a resource, supporting staff in what they want to achieve," she says.
Although brand values need to be created from the bottom up, they have to be lived from the top down. And, according to Owen, if management is not prepared to embrace the values on a daily basis, it might as well not have them.
Presky Maves, a direct marketing agency established four years ago, has 20 staff based in London. As the highest-scoring marketing employer in the table, the company prides itself on teamwork and whole-company involvement, operating a flat structure, with open plan offices and no job titles.
"Our goal was to put together a team of experts," says co-founder Robin Presky. "We have built up a clear vision and philosophies, and each time someone joins we communicate that vision.
"Recruiting is not only about their abilities, but also a matter of how they will fit in with the culture and values. Everyone knows what is going on as we are so small, but we do have an annual review of the business objectives and it's also done every quarter so that everybody knows each other's role and business goals."
Although Presky acknowledges that communication will get tougher as the agency grows in size, he says currently the entire agency is able to work as a single team.
The agency provides official performance reviews for each employee, and uses a ten-point chart to measure people on a six-monthly basis. It offers flexible home-working and has several staff who work from home for part of the week, using remote server access to stay connected.
"We have lunches and away days and two formal whole-company get-togethers where we share in our successes," says Presky. "Meeting socially helps to support our professional teamwork."
The top-scoring client in the survey, law firm Linklaters has doubled in size over the past three years, and now employs more than 5500 people in its 31 offices around the world. With a marketing department of 50 people based in London and another 40 in the other offices, constant communication of the firm's business objectives is a top priority.
"It's quite difficult to achieve marketing consistency across 31 offices while also working within cultural parameters, but as a partnership the firm is consensus-driven, unlike a lot of corporations," says Anne Marie Stebbings, global marketing director.
"Marketing is involved in business development with senior management and the partners, and we facilitate the business path with the key stakeholders in London and around the world. The marketing managers talk to their teams about the firm's business plans and adhering to objectives, and the global marketing objectives can be accessed through a secure network."
Stebbings uses a weekly international electronic newsletter for communications across the global marketing team, which is open to anyone to provide contributions.
In addition, international business development and communications telephone conference calls, involving the international offices as well as London, take place fortnightly.
In July, the firm unveiled a branding exercise designed to emphasise that Linklaters is 'known for being the firm that can achieve the unachievable for its clients'.
This positioning, says Stebbings, is reflected in the work the firm does for its clients. "Linklaters helps its clients solve their most difficult problems. For example, the first hostile takeover in Germany where we helped Vodafone acquire Mannesmann. Linklaters has done things that our competitors said could never be done."
Launched three years ago, Virgin Mobile has kept its marketing department as small as possible in order to foster effective communication.
Rather than a hierarchical structure, the 16-strong team has been built around experts in disciplines such as direct marketing, design, content, planning and sponsorship.
"People join Virgin because it's entrepreneurial, so business objectives are seen as a good thing, not as incomprehensible dictums from management that don't mean anything to people's working day," says James Kydd, brand director. "They are tailored messages that allow people to interpret them as they will - they're not too prescriptive."
"We try to make the values come to life rather than just having them written down on a bit of paper. So they also carry through to our treatment of staff.
"The irony is that being a good marketing employer is simple," says Kydd.
"It's just treating people like human beings, not corporate automatons."
Performance and career development has played a key part in developing the 90-strong IPC Media marketing department for the past two-and-a-half years since Philippa Brown became group marketing director.
"I developed a marketing culture at IPC, which was something it had not had before," says Brown. "The first thing I did was to devise a strategy, a structure, and employ the right people. I chose a diversity of skill sets to ensure a fresh approach was applied to our marketing thinking."
Brown devised a career development tool-kit known as the 'matrix', which outlines the performance standards for each job level. As Brown explains, this makes it easier for those in the marketing department to pursue their chosen career path. "People can look at it and say, 'I'm a marketing assistant now, I want to be a marketing executive, what do I need to do?' and the matrix identifies their next steps," says Brown. "Complete career development is vital as it motivates people. I am creating a culture of marketing excellence."
IPC Media holds monthly 'learning lunches' for the 90-strong marketing department, where Brown talks about the vision, values and purpose of the marketing department. In addition, external experts are also invited to present on topical industry issues, allowing the IPC marketing teams to remain completely up-to-date with the marketplace.
To reward success, there is an annual marketing conference and awards event containing 16 categories with prizes ranging from between £500 to £2000.
Brown has also set up a 'marketing executive', made up of 11 people from the department. "We practise what we preach - our values are not just words left in the reception area," says Brown.
"For example, we aim to develop a cultural feel in which the team can work that is both creative and innovative, so to facilitate this we have set up 'innovation workshops'. Another key example is the six-monthly one-to-one reviews that are held with line managers. These meetings ensure they can both assess whether their career development is on track."
Having been up and running for two years, 23red is one of five finalists in the National Business Awards for SMEs due to its human resources policies.
It qualified for Investors In People certification after two years and, with 30 staff, it is one of the smallest companies to do it.
Its staff policies and initiatives, built into its business plan when it was written two years ago, have led the agency to record staff turnover figures well below the industry average - 0% staff turnover in two years - and gross income per head far higher than the industry average.
"Commercial success comes as a direct result of investment in our people," says chairman Jane Asscher. "We have set out rigorous performance standards that are regularly reviewed against the marketplace. We have a great vision, but unless we tell our people about it, it's no use. We have quarterly meetings where we tell people about the numbers and the qualitative aspects of the business. There is a large emphasis on performance - clients know what our budgets are."
Its values are: self-realisation, ingenuity, vitality, pride, curiosity and freedom. "It's touchy-feely, but there is a necessity to communicate them to staff," says Asscher. "They are not just words on a page, but real values. It's not only about telling all this to our employees, but about getting them to listen."
As a reflection of these values, the agency operates two-way appraisals and has a strong commitment to training and development.
In addition, everyone that joins the agency is asked to design a postcard showing what the agency means to them. New recruits are given a creative brief for the postcard, their ideas are executed by the creative department and the postcards are used as promotional tools.
To ensure creative juices are kept flowing, everyone at the agency has an allowance of £20 per month to spend on cinema or theatre tickets, so that employees can bring ideas and fresh thinking back to the company.
GUIDE DOGS FOR THE BLIND
Although Guide Dogs for the Blind has been established for 70 years, its marketing department is a much more recent development, having been built to a team of nine over the past three years.
Geraldine Peacock, chief executive of the charity, says the marketing team is not necessarily rewarded highly financially, but with recognition and involvement in all areas of the business.
"The marketing team is part of the strategy group and policy group and also devises the business objectives," says Peacock. "It is not just about management's vision for the company, but all our visions. It is an involving process and the marketing department has played a key part in creating it. We don't have to communicate it to them as it's theirs."
Two years ago the charity developed a set of values: learning, warmth, equality, trust, probity and humility. "These are not just mission statements stuck to a wall," says Peacock. "We go out to learn what the visually impaired want - what our clients need, not just what we think they need. Surveys of our clients are carried out by the marketing department, so we know first-hand from our clients what they need."
The charity also runs frequent focus groups made up of marketing staff, donors and users, who meet to discuss the direction and goals of Guide Dogs.
"We don't have a huge marketing budget, so we rely on staff, users and volunteers to impart our message," says Peacock.
"We all have a genuine belief in what we do. It's shoestring marketing, so we have to use our money cleverly. We have a video briefing every other month, where we make a video and send it out to donors and clients as 'Guide Dogs TV'."
With a pool table, jukebox, a free on-site gym and massages every Tuesday, Dunnhumby sounds like the perfect place to chill out, never mind meeting business objectives. But the DM firm is committed to its values: results, initiative, integrity, quality, teamwork, focus. The perks, says co-founder and chief executive Edwina Dunn, are simply to ensure a lively, creative working environment.
Objectives, goals, strategies and measures for each of the business areas are communicated at Dunnhumby's annual conference, where each section of the company gets to see everyone's goals.
"For the motivation of our people, it helps to show that we are a growing business, that we are doing excellent things in our sector, that we focus on innovation and that we have moved on from where we were a year ago," says Dunn.
The company has a firm commitment to hiring, training and retaining graduates - this year it took on 22 new graduates, who now form 10% of its workforce.
Last year it took on 13 graduates and just one has since left.
"As an employer, you only ever borrow people for a certain period of time, and they need to know that they are getting better every year that they stay," says Dunn. "We measure people's progress every six months. If we help people do well, it helps knit our teams together."
The survey was completed on-line via two URLs: The HR Consultancy and Marketing To validate their entry respondents had to submit their e-mail address: this ensured that there was only one entry per respondent.
The survey itself was divided into two sections. Section one contained 23 questions that related to brand engagement. Responses were based on a 6-point likert scale: from strongly disagree to strongly agree.Section two contained 27 statements relating to HR basics. The answer was either yes or no.We also captured company name; industry sector; size of company; size of marketing department; their management level in the company.In order to qualify a company had to receive a minimum of five nominations.Performance in section one was determined by the average score for each question.In section two agreement was determined by awarding a 'yes' one point and a 'no' zero. Again the average score was calculated. Overall ranking reflected the combined scores from section one and two.For more information contact The HR Consultancy on 020 8334 9800 or visit www.hr-consultancy.co.uk
TOP MARKETING EMPLOYERS
Company Section 1 Section 2
mean score mean score Total (top
(top score 138) (top score 27) score 165)
Presky Maves 135 18 153
The Russell Organisation 131 21 152
?What if! 129 22 151
Linklaters 125 25 150
Rowland Communications 132 18 150
23red 126 23 149
Virgin Mobile 123 24 147
Redmandarin 126 20 146
Go Direct Marketing 128 17 145
BBC Worldwide 122 23 145
Countrywide Porter Novelli 120 24 144
Mercier Gray 125 19 144
Barrett Dixon Bell 124 20 144
Guide Dogs for the Blind 123 21 144
Brand Learning Partners 128 16 144
Volvo 121 23 144
Midnight Communications 125 18 143
IPC Media 121 22 143
Pragma 127 16 143
Le Fevre 125 19 143
COI Communications 121 21 142
Chilli 124 17 141
Colette Hill Associates 126 15 141
Hotwire PR 124 17 141
HLB 121 20 141
Zentropy Partners 119 22 141
BT 116 24 140
Capital Radio 117 23 140
Diageo 117 22 139
Haygarth 118 21 139
Dunnhumby 116 23 139
Cahoot 119 20 139
RPM 123 16 139
Focus PR 125 14 139
Eclat Marketing 125 14 139
Liquid Communications 124 15 139
WAA 118 21 139
EMAP 116 23 139
Partners Andrews Aldridge 122 17 139
Edelman 117 21 138
Unilever Bestfoods 114 24 138
Lexis PR 117 21 138
Dynamo 116 21 137
Gratterpalm 118 19 137
CMS Cameron McKenna 114 23 137
Sinclair Mason 118 18 136
Alcone Marketing Group 116 20 136
Cramm Francis Woolf 116 20 136
Manning Selvage & Lee 115 22 136
Shine Communications 118 18 136
Pearlfisher 122 13 135
Avaya 111 23 134
Buena Vista 112 22 134
DNA Consulting 116 18 134
Carat 111 22 133
Unilever 109 23 132
EHPR 116 16 132
Billington Cartmell 113 19 132
Lever Faberge 109 23 132
Promostaff UK 122 10 132
Clark McKay & Walpole 114 17 131
Exposure 117 14 131
SMP 117 14 131
Centrica 111 21 131
Abbott Mead Vickers BBDO 110 20 131
141 113 18 131
Consolidated Communications 111 19 130
Rainey Kelly Campbell Roalfe/Y&R 110 20 130
Research in Focus 111 18 129
Metorite 117 12 129
National Blood Service 111 18 129
Joe Public Relations 110 19 129
Brahm 110 17 127
Nationwide 105 22 127
Kraft 108 19 127
Source: The HR Consultancy
TOP CLIENT MARKETING DEPARTMENTS
BBC Worldwide 5.5
Virgin Mobile 5.4
Guide Dogs for the Blind 5.4
IPC Media 5.4
COI Communications 5.2
Capital Radio 5.2
Source: The HR Consultancy
*Average of result from questions relating to brand engagement
TOP AGENCIES BY BRAND ENGAGEMENT
Presky Maves 5.9
Rowland Communications 5.9
Brand Learning Partners 5.8
The Russell Organistion 5.7
?What if! 5.5
Go Direct Marketing 5.5
Barrett Dixon Bell 5.5
Mercier Gray 5.5
Source: HR Consultancy
*Average of result from questions relating to brand engagement
ACHIEVING A WORK-LIFE BALANCE*
Company % Agreement Overall
Presky Maves 96 1
?What if! 96 3
Go Direct Marketing 96 =8
Redmandarin 93 7
Le Fevre 93 =10
23red 92 5
Barrett Dixon Bell 92 =9
Rowlands Communications 90 =4
Virgin Mobile 90 6
Pragma 88 =10
BBC Worldwide 87 =8
Guide Dogs for the Blind 87 =9
Volvo 83 =9
Midnight Communications 83 =10
The Russell Organisation 80 2
IPC Media 80 =10
Countrywide Porter Novelli 78 =9
Mercier Gray 78 =9
Linklaters 77 =4
Brand Learning Partners 73 =9
Source: The HR Consultancy * in the top ten companies
What they offer % of agencies % of clients
providing providing for
Open door policy 98.0 96.8
Concerns taken seriously 97.0 93.8
Training and development strategy 80.9 92.8
Informal training 90.1 80.2
Line manager is a good coach 87.4 83.5
Meet regularly to discuss the business 89.7 91.8
Job shares on offer 17.7 53.9
Part-time working possible 50.0 73.2
Career breaks possible 50.7 69.0
Family covered by my benefits 48.5 79.9
Company contributes to a pension scheme 55.2 93.6
Better than statutory maternity package 45.7 82.3
Better than statutory sickness package 47.9 81.3
Paternity package provided 50.2 74.1
Private medical cover 63.4 71.0
Permanent health insurance 52.0 66.6
Death in service benefit 51.6 90.0
Dental cover 13.7 32.8
Staff handbook is available 70.8 83.5
Annual, formal appraisals 94.7 98.6
Regular feedback from manager on performance 90.4 94.2
We all have contracts 95.1 99.8
All new staff have a proper induction 76.7 88.2
Annual staff audit 53.5 71.6
Performance-related pay 68.3 84.6
Share options 27.6 48.3
Source: The HR Consultancy