Despite economic uncertainty and a slower rate of deals, organizations will continue to utilize mergers and acquisitions (M&A) to grow, diversify, penetrate new markets and develop new capabilities.   

M&A events represent a unique opportunity to transform a business, externally and internally. Externally, it can serve as an opportunity to enhance reputation, deliver on emerging or underserved needs and increase market share. Internally, it serves as an opportunity to drive lasting cultural change and inspire renewed purpose within the evolved organization.   

There’s a lot written about mergers failing because of culture. Unfortunately, most organizations are not using company culture effectively or systematically to maximize value and minimize risk in their deals. Organizations and deal team’s care. But it’s not a significant part of the integration playbook and doesn’t receive the required attention to make it accretive to the deal.  

At Prophet, we view culture as a hidden asset in determining the success of an M&A deal. Yet, culture is integral to the success of an organization. As organizations become more digitized and automated, people change businesses, which is why we have developed the Human-Centered Transformation Model. Our Human-Centered Transformation Model provides an easy and accessible, holistic lens for unpacking complexities and highlighting and understanding specific components to address cultural integration.  

With this framework in mind, here are five common cultural pitfalls many companies face during M&As and actionable insights on how you can turn the tide and achieve maximized return on your investment.   

1. Not Applying the Same Rigor to Cultural Analysis as to Deal Economics  

M&A teams pride themselves on meticulous due diligence. They dig into every financial, legal and operational element they can find. But they are often under-equipped for systematic analysis of the culture of the company they are acquiring. Nor do they detail the pathway to cultural integration in the same way that they would for the financial and legal elements to prove the viability and value of the deal.  

To overcome this challenge, M&A deal teams must determine cultural similarities and differences between the two organizations before finalizing the deal. To help our clients do the proper cultural due diligence, we build this critical cultural analysis and integration process into our transformation and integration playbooks. Gathering cultural data pre-deal reduces risks and speeds up integration by informing the strengths and differences between companies.   

It’s critical to find common ground to build on. Identify the bright spots that should be preserved due to intrinsic or financial value. It is also an opportunity to anticipate friction and allocate resources to support rapid integration.  

2. Lack of Transparency and Intention About Strategic Cultural Choices  

In most merger situations, leaders don’t clearly articulate the type of culture required to make the integration and future NewCo growth strategy successful.   

However, being honest and upfront about the cultural preferences that best support strategy, brand and integration strategy will begin the merger on a solid foundation and earn the trust of both sets of employees.   

Whether there is a dominant culture, a selection of specific attributes from both organizations worth merging, or a net new culture, executives must be transparent with employees. Be honest and open about the decisions, processes and rationale for every choice to preserve trust and respect across organizational lines.   

One critical choice to get right is who is selected for leadership positions. Individuals chosen for the top jobs within the NewCo signal to employees whether or not elements of their legacy organization’s culture and values will endure. The goal at this stage is not to be popular. Instead, it is to set a clear strategic frame for the people and cultural aspects of the journey ahead and a clear “why” that explains the decisions and the approach.  

3. Failure to Align Leaders From Both Parties  

M&A deals often come together in a rush. There may be multiple bidders. Or companies aware of the market anxiety that comes from a prolonged rumor phase, are anxious to make deals official. Once signed, the focus shifts rapidly to the physical and operational integration elements – there is always a lot of work to be done, and it’s very easy to overlook perceived ”softer” topics such as values and beliefs.   

That’s a mistake. As early as possible, leadership groups from both organizations need to come together to co-create purpose and values, the ambition for the desired culture and a roadmap to get there. It’s also essential to involve employees as early as possible. Regardless, if leaders from both sides don’t have the opportunity to debate and align on a shared ambition, direction and journey, the road ahead is much harder. Leaders from both sides of the NewCo must have a shared message for the organization’s purpose and values rather than deferring to their unmerged entities’ old purpose and values.   

Aligning the cultural direction and ambition during the early stages of an M&A deal is especially important when acquiring start-ups, which are often based on a radically different ethos than larger companies. Without deciding how to protect that difference from the outset, the acquirer can wind up squashing the cultural traits that are most valuable for growth.  

The nitty-gritty of cultural integration can come later. But there must be some initial high-level sense of how that might happen amongst the leadership group. Without a shared vision for what the united cultural DNA will be–the NewCo’s purpose and values–the deal is unlikely to fulfill its promise.  

4. Not Managing Cultural Messages – Everyone Is Watching Everything  

Once leaders from both parties have reached a consensus on what this new DNA will be, they must actively and consistently model those values as integration begins and beyond. Our research on Catalysts highlights leadership behavior as a fundamental lever in cultural transformation, especially during M&A events.  

In times of uncertainty and change, all eyes are on leadership. Every action and message–intentional or not–is analyzed and interpreted by employees. Never mind the top leader appointments, even decisions that may seem tactical, such as the choice of ERP platform or brand color palette, can send a cultural message. Senses are heightened in times of change. An organization failing to manage cultural messages consistently creates unnecessary fear and upset, impacting productivity and value.  

Intentional signaling early on and careful consideration of decisions, timing and positioning –with specific details about this new, merged culture–will be critical to building trust and engagement for the journey ahead. Being thoughtful about language, decisions, symbols, and rituals in the moments that matter will enable the integration to proceed at a quicker pace. Understanding employees’ experiences, perceptions and needs are essential.   

Put yourself in the shoes of employees. Use tools rooted in neuroscience, such as “SCARF,” to establish a standard toolkit and language, invite dialogue, track trends and equip your leaders to make good decisions and deliver consistent messages in line with your chosen culture strategy.   

5. Stopping Too Early 

It takes longer than most teams expect to holistically embed the “new” culture–to make it the culture. Leaders involved in the deal are like the elite athletes in a marathon. They are off and running before the employee base has even reached the start line and can quickly move on without thinking about those behind them. Once leaders have passed the initial messaging phase, they are often surprised at the depth and time commitment required to make cultural changes stick.  

This work requires detailed roadmaps to be clear on the destination and the steps to get there. These need to be measured and managed, even beyond the early integration phases, to help leaders stay the course and bring people with them.  

 Prophet’s Human-Centered Transformation Model (HCTM) provides leaders with an accessible lens for unpacking complexities and highlighting specific components that require focus–such as required skillsets and capabilities, important behaviors and symbols and the central structures, processes and governance mechanisms. The priorities can then be easily explored and understood to support rapid integration and drive sustainable value.   

Throughout the journey, leaders can promote the foundational DNA elements of the organization’s mission, purpose and values to act as the north star as they track tangible outcomes and signs of progress against the roadmap.  

Let’s face it: In the past year, “ESG” has started to feel like a corporate buzzword. 

Pressure from external stakeholders to show measurable progress on Environmental, Social and Governance (ESG) initiatives has spurred brands to make bold commitments and activate ESG strategies. Likewise, ESG reporting (a report of ESG activities and data required for financial disclosures) gained traction with 92% of the S&P 500 publishing Sustainability Reports in 2020 and the EU introducing the Corporate Sustainability Reporting Directive (CSRD), a policy requiring companies to “disclose information on the way they manage social and environmental challenges.” 

So, yes, given this collective shift to outline ambitions, draft agendas and share the latest company data, it’s easy for a concept like ESG to feel overused, overwhelming or even inconsequential. But at its core, brands acting for the causes they believe in are anything but.  

A solid ESG strategy is comprised of an ESG ambition (where we want to go) and an ESG agenda (how we will get there). Together they inform the ESG narrative. The ESG narrative is a powerful story or series of stories, that should drive understanding and inspire action, ultimately making your ESG journey real, relevant and resonant to your stakeholders.  

Which is why after establishing a sound strategy, brands must ask themselves: What’s the narrative? How can we contribute to a larger conversation? How can our efforts connect with and inspire people?  

Here, we offer five essentials for organizations to consider in order to tell a more compelling ESG story.  

Go Deeper and Get Specific 

Your organization’s ESG strategy will likely cover a broad spectrum of topics, and consequently, the narrative will speak to a variety of initiatives. But just because the broader story encompasses so much, doesn’t mean you have to hit on it all in every single communication. Tetris-ing mentions of all your ESG initiatives at random and throughout every written piece can confuse your audiences and may even minimize the perceived gravity of what you’re working towards. Instead, use individual storytelling touchpoints as opportunities to go deeper on one or two intersecting topics at a time to uncover the human element. You can reference your ESG materiality assessment to help you identify and prioritize the relevant topics your business has committed to. 

Giving a specific topic or initiative adequate space and airtime will help you be more intentional with storytelling around key components of your ESG strategy — elevating your ambitions into something tangible rather than just scratching the surface of all your efforts at once.  

With that in mind, look for the moments where your ESG initiatives and the issues they address naturally intersect with each other. Those may be the most compelling storytelling opportunities. Take HydroFlask, the brand puts ESG storytelling front and center on its website via its Parks For All program. It spotlights grant recipients across the country, sharing details about what the nonprofits are doing to ensure nature is accessible to all and contextualizes why the company believes everyone should have access to the benefits of nature: “the benefits of nature are mental, physical and social.” 

Sincere, emotive messaging helps bring its grant initiative to life by getting to the heart of why what it’s doing matters on a human level — potentially inspiring audiences to get support or apply for a grant themselves. 

Know What Your Audiences Want and Expect 

Just like any other form of communication, you should modulate your storytelling approach to meet the needs — or expectations — of different audiences. But to do so, you need to understand them. For instance, regulators and investors may be more stimulated by facts and figures, whereas employees, consumers and the broader market will likely connect with stories that demonstrate how your initiatives may show up in their routines, communities, experiences and relationships. Understanding the emotional drivers of these audiences allows you to ground your stories in accessible, human experiences, making your ESG efforts feel real and relatable. 

Direct-to-consumer brand Humankind’s messaging consistently emphasizes how people can easily reduce single-use plastic waste simply by using its products in their daily routines. It claims that “you can fight this flow of plastic waste, just by getting ready in the morning,” helping consumers envision its product within the context of their lives. The brand even extends this notion into its nomenclature, naming some of its product offerings the “Dental Routine Bundle” and the “Shower Routine Bundle.”  

Oat beverage company Oatly already broke the mold of the milk-alternative (and milk) industry by embodying a challenging, self-aware and even playful voice, but that’s not the only way it stands out among competitors and remains relevant to its audiences. Oatly Stories provides a series of updates about “the work [it’s] doing and the issues [the brand] cares about.” Stories range from deep-dive investigations about whether oat milk truly does taste horrible in tea to interviews with various company founders whose visions for a sustainable and more equitable future align with Oatly’s.  

Make it Measurable 

Your ESG story is only as powerful as the hard facts that underpin it — audiences crave real, tangible measures to go hand-in-hand with a strong narrative. What steps are you taking toward the causes you believe in? How has that journey progressed over time? And how can you strive to be better?  

Here, transparency and humility play surprisingly important roles. Rather than overstate the scope and impact of your ESG efforts, it pays to be candid about the work that has yet to be done and the problems that remain to be solved. Doing so can manage against your brand being charged with “greenwashing” and “virtue signaling.” 

People are drawn to authenticity — and they relate to companies that can deliver on their promises, no matter how far out that delivery may appear. As Gen Z consumers enter the market, they are actively seeking out more opportunities for meaningful brand stories. A vulnerable nod to what remains to be done adds a compelling layer to the stories you tell. And it leaves room for a dynamic journey that they can follow along with. 

Consider Walmart’s approach to ESG reporting, which strives to create an accessible, transparent way to measure impact and stay accountable. Communications accompanying the report share the findings for any stakeholder to consult, in a way that’s easily digestible. And, on top of that, it clearly lays out the spaces that remain open to improvement in candid terms.   

“Substantial improvements in outcomes may be years in the making,” Kathleen McLaughlin, Walmart’s chief sustainability officer, admitted in a July blog post in regard to equity initiatives at the company. “Yet we are encouraged by signs of progress.”  

Use Bold Language to Express Your Bold Moves 

If you’re making measurable, authentic operational changes or business decisions to deliver your ESG strategy, don’t shy away from language that will excite, inspire and rally people around those efforts. 

While it may be easy to lean towards a safer territory with storytelling that doesn’t risk polarizing your audiences, the greatest test of sincerity often lies in how we address personally and emotionally charged issues. Don’t mask your progress or stance in equivocal language that can be interpreted anyway — this is an especially important point for Gen Z employees, who seek out employers who are willing to clearly and confidently advocate for causes they believe in and actively support. 

The risk that some of your intended audience won’t agree with your delivery will always be there. But the most powerful brands acknowledge the risk inherent in their activism, and their subsequent storytelling. Even if they know sharing their stance and efforts may not always be a profitable decision, they do so with assurance and aspiration, and then keep on charging ahead.  

Patagonia took this to the extreme when it confidently declared: “Earth is now our only shareholder.” Since this courageous business decision, the company will now use the wealth it creates and invest it into fighting the environmental crisis. The action itself is honorable, but the word choice and storytelling are what helped amplify the impact and make it feel real to stakeholders. As Yvon Chouinard, the company’s founder powerfully put it in the announcement: “Instead of ‘going public,’ you could say we’re ‘going purpose.’” 

Brands don’t have to communicate their stance blindly. They can and should refer to their materiality assessments to get a sense of the causes that resonate saliently to them and to their stakeholders to make informed choices around how they share their progress tactfully.  

Keep it Going 

A powerful ESG story doesn’t stop with a single campaign, blog post or annual report. It’s not a forced divergence from your brand’s more important objectives. Instead, it’s a living, breathing element of your core identity as a brand. It’s consistent with everything you are and every cause you stand for. And it needs to remain that way over time.  

Your story must evolve with the world around it. As new current events and social causes come to light, brands need to look for opportunities to authentically tie them back to their story and keep their narratives relevant.    

Dove’s Real Beauty Campaign has been supporting diverse representations of beauty since 2004 — and it has served as an example of how staying true to your core values will never fall out of trend.  
 
Over the years, the campaign has found many different iterations of two key themes: female empowerment and the fight against stereotypes. And this past June, Dove took a powerful stance opposing the overturning of Roe V. Wade, publicly taking to social media to declare: “It’s her body. It should be her choice.”  

It’s a powerful message from Dove, precisely because of the messages Dove has put forth over the years around women’s empowerment. With this stand, the brand has shown consistent loyalty to its principles, even in the face of a potentially polarizing topic.