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Serving Ethnic Minority Customers & Employees

The company has an aspiration “to be the people the nation turns to first“ and we worked with them to identify what a good “customer experience” is for minority ethnic customers and what they needed to consider – at a policy level and a local level - in order to provide this quality of service.

Of course, there is potentially a “virtuous circle” at work here and part of the solution to the customer issues are to attract, retain and develop ethnic minority employees so that the company’s thinking and culture is more attuned to the different needs of minority ethnic communities and is demonstrably seen to be practising what they preach with regard to diversity.

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