At EDENS, we enrich communities by creating relationships, building places and cultivating human engagement. This starts by having strong relationships with our retail, leisure, service and restaurant partners. We work with those who share our values to ensure every EDENS place consistently offers a locally unique, high-quality customer experience.
Strategies for Diversity & Inclusivity in Retail A panel presentation by PSFK
Sephora’s Deborah Yeh: Unconscious Bias in Retail and Marketing A Podcast By Deborah Yeh
Photo Credit: Sephora’s CMO Deborah Yeh discussed the company’s commitment to inclusion at Brandweek.Sean T. Smith for Adweek
January 20, 2021 | What does it mean to be a consumer in America? Does race correlate to the type of service and treatment a customer receives in a store?
Deborah Yeh, Sephora’s Chief Marketing Officer, joins host Porter Braswell to discuss unconscious bias in retail and marketing, as well as how it affects customers and their relationship with brands. Previously, Yeh held marketing leadership roles at GAP and Target.
HBR Presents is a network of podcasts curated by HBR editors, bringing you the best business ideas from the leading minds in management. The views and opinions expressed are solely those of the authors and do not necessarily reflect the official policy or position of Harvard Business Review or its affiliates.
How Companies Can Identify Racial and Gender Bias in Their Customer Service An Essay By Alexandra C. Feldberg and Tami Kim
Research shows that minority customers regularly receive worse customer service than whites in ways that are not immediately obvious to onlookers (or even managers). These results prompt a couple of questions for executives and managers. One, does your company hire individuals to interface with customers? Most likely, the answer is “yes.” Two, do you know if your employees are treating all customers equally? The answer here is probably “no.” This is, in part, because many aspects of customer service are intangible, nuanced, and difficult to observe. A well-designed internal audit can help you understand exactly how your employees are treating customers, and can help you formulate changes to implement.