DEI Training for the Retail Frontline: The Triple Benefit

In today’s technology-fueled, hyper-competitive marketplace, customers wield an unprecedented power of choice. What differentiates one retailer or hospitality brand from the next? Why should a customer choose your brand the first time, and what will keep them coming back? As the world’s most successful retailers know, delivering the best customer experience is key to winning customer loyalty.

Your frontline professionals are the people who deliver that customer experience. Retail leaders can spend endless hours developing their brand image, but in daily reality, it’s the interaction between frontline personnel and customers that defines a person’s brand experience. As customer service expert Karl Albrecht puts it, the customer doesn’t distinguish between the organization and the customer service representative; in the customer’s eyes, whoever they are talking to is the company.

That’s why actionable, skill-based diversity, equity, and inclusion (DEI) training is essential for frontline retail professionals. Every dollar you invest in DEI training for your frontline team will deliver a triple benefit – to your employees, to your customers, and to your bottom line. Let’s see why.