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Retail & Distribution

Retailers today are up against an array of obstacles, including online competitors, challenges retaining associates, new store environment requirements and expectations, and ever-increasing customer demands. To thrive in this new world of retail, the customer experience has to be more than satisfactory — it has to be exceptional. It takes a team that’s not only skilled but individually motivated to bring their best to work and to their customers every day.

The retail sector was already experiencing a massive disruption when the Covid-19 pandemic hit. Dramatic shifts in how customers buy and the experiential service they expect have left many retailers struggling to adapt. It’s still important to have well-stocked inventory, “helpful” employees and an easy returns and exchange policy. But that’s not nearly enough for a retail business to survive anymore.

Whether your brand serves customers as a brick-and-mortar retailer, entirely online or a combination of both, the human element of retail sales and customer service have never been more essential for success. Employees are the foundation of the retail industry. And the more engaged, passionate and committed your employees are, the more engaged, passionate and loyal your customers will be when it comes to your brand.

To gain more loyal customers and stay relevant, retailers must work harder than ever to create impactful and meaningful customer experiences. The retailers that are thriving in this challenging, omni-channel world:

Consistently deliver exceptional customer experience across all possible touchpoints
Ensure customer needs are met wherever and whenever customers choose to interact the brand
Provide customers with flexibility to buy when and how they want while offering response times that exceed expectations
Apply insights into their behaviors, preferences and even unstated needs to create more value for each individual customer
Engage and inspire their employees so they will bring their best to work every day and feel fulfilled in what they do

Level up your customer experience to win in a disruptive retail world

build a culture of customer obsession

By creating a culture that is truly customer-focused and committed to delivering outstanding customer experiences every day, you can revitalize your brand, increase customer retention and loyalty, increase incremental revenue and compete more successfully, whether locally or globally,

Improve Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Lifetime Value (CLV)
Boost sales and customer advocacy
Improve employee retention through skills development, advancement opportunities and a connection to purpose
Build synergy and teamwork internally to increase communication, productivity and reinforce the customer focus

Retail & Distribution Training Programs

Foundational Programs

Woman smiling at her computer while in agriculture sales training session

Integrity Selling^®

A customer-needs-focused process for all levels of sales associates to improve confidence, expand beliefs and increase sales effectiveness.

young women talking on the phone with headphones on

Integrity Service

Developing customer-focused skills along with attitudes, motives and values to provide an outstanding customer experience.

Sales person making a sales prospecting presentation

Integrity Coaching

A step-by-step process for managers to increase their people’s attitudes and beliefs, sales and customer service skills for better results.

Enhancement Programs

Integrity Selling Refresh

A self-paced variety of online and interactive sessions to reinforce the application of sales principles of Integrity Selling and create lasting behavior change.

Healthcare Customer Service Training for selling

Integrity Selling Elevate

For graduates of Integrity Selling, Elevate offers sustained, virtual sales training and coaching to deepen learning and speed results.

Samsonite

Leveraging Coaching to Manage Explosive Growth and Change at Samsonite

Read Full Client Story

abstract blur organic fresh fruits and vegetable on grocery shelves in supermarket store defocused bokeh light background

Price Chopper®

Improving Employee Retention And Customer Service Effectiveness At Price Chopper

79% Decrease in turnover

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The energy generated from the (Integrity Coaching) programs is obvious. When we ask at the end who they would recommend that we invite to the next scheduled program, the endorsements, frankly, are too much for us to meet. We have a long waiting list. That tells you you’re doing something well.
Lou Cimini VP of Human Resources, Samsonite

I was looking for a program that would put the store manager in a leadership position when it came to customer service. The great thing about Integrity Service® is that it can be tailored to fit any type of business. By having our store managers conduct the training, there was increased interaction between the manager and his or her associates, and the store manager needs to continue to set the tone for service throughout the store, long after the training has been completed.
Executive VP and COO Price Chopper®

I continue to be impressed with the effect that Integrity Service® has on our associates. It is a program that they apply to their work situation, but also in their personal lives. It touches people deeply and promotes personal change and excellence. The repetition built into the program differentiates Integrity Service® from other service programs that too easily are ‘flash in the pan.’
Vice President Consumer and Marketing Services Price Chopper®