Enabling performance through the lens of humanity

Client challenge


In 2015, Starbucks EMEA sought a partner to develop their leadership capability across the EMEA region. With the aim of nurturing talent, elevating performance and aligning the community of leaders with their 2020 strategy to enable a leadership climate which enabled their goal of being performance-driven through the lens of humanity.



We were delighted to be selected as partners based on our shared values and our ability to apply Emotional Intelligence to drive leadership and store climate and demonstrate this through the service profit chain. Since 2015, we have designed and delivered over 15 talent and leadership development programmes for vice presidents, directors, district managers and managers across the EMEA business.

With Emotional Intelligence, 360 elements and the leadership climate indicator as common elements and modules on leading self, leading others and leading the organisation, we have created a shared language for enabling great servant leadership across the business



Feedback from the programmes has been overwhelmingly positive with senior leaders stating that ‘This has been the best development of my career’. The blend of personal insights and organisational learning and the community of leaders has resulted in a more than 50% increase in internal promotions since the start of the programme. The leadership climate data is being used to drive organisational development initiatives and Starbucks are now seeking to embed emotional intelligence at a team and store level. Furthermore, our Leading 2020 programmes are considered to be flagship programmes across the global business, with pilots planned in the USA and Far East in 2017.