Customer-facing roles bring you into contact with people from every background imaginable, and yet the leadership in retail and hospitality doesn’t always reflect that same diversity. What does meaningful inclusion look like on the floor and in the boardroom?

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A lot of times the management of a company may not reflect its customer base, and that could be inevitable. For instance, there are companies that target blue collar consumers, yet their upper management may be full of people with business degrees. It is still important however, for management to have experience dealing with the consumer base. If a company is oblivious to its consumers, it's on a bad path.

That’s a really good point. Even if leadership doesn’t exactly mirror the customer base, having real experience interacting with those customers makes a huge difference. When leaders actually understand what people on the floor deal with and who they’re serving, their decisions tend to be a lot more practical and grounded. Otherwise it’s easy for companies to lose touch with what customers actually need.

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