Fostering Inclusivity in Customer Experience Communities

The lived experiences of people with disabilities cannot be simulated or imitated. The only way to get an inclusive product or service is to make sure that people with disabilities are included at all decision points. That means establishing an organization that is *actually* inclusive rather than performatively inclusive. Easy-to-get accommodations and a disability ERG are good starting points. Following the four pillars of psychological safety is another. Having people with disabilities on the accessibility team is not enough. They need to be involved in user research, design, development, training, communications, support, and marketing. If your product is accessible, but your online communications are not (for example) that makes the experience for your disabled customers more difficult and dilutes your organization's message of inclusivity. Alt text: "Nothing about us without us" is not just a slogan, it is the deepest desire of every person with a disability. don't launch or change products or services without including people with disabilities in all aspects of your development. #SheriByrneHaberQuotes #accessibility #disability #inclusion #diversity

Inclusive marketing isn’t about showcasing diversity in ads. My new research with Candice Hollenbeck in the Journal of Product & Brand Management shows that brand communities are key to scaling authentic inclusion. Studying Xbox and Fenty, we found that managers can authentically enhance inclusivity when brands they shift from merely showcasing diversity to creating belonging within their brand communities. 3 practices that help foster inclusivity: 1️⃣ Cultivate belonging → respect, recognition, and equality. 2️⃣ Amplify unique voices → co-creation, ambassadors, consumer-driven ideas. 3️⃣ Empower consumers → let people be seen, heard, and valued. In a recent LinkedIn post* David Aaker called brand communities "the ultimate brand relationship" —a source of trust, loyalty, and visibility. The takeaway from this week's reflection: Inclusivity isn’t a campaign. It’s a community practice. Brands that build cultures of belonging and empowerment don’t just win loyalty—they drive lasting growth. *https://lnkd.in/gbN_fHNc

Your competitors are winning with this Leading with inclusion is crucial. And it's not just a good idea. It's essential for modern business success. Embedding DEI into your business strategy is a game-changer. It drives innovation, improves decision-making, and gives you a competitive edge. Here's how to do it: 1) Center diversity in strategic planning. Include diverse perspectives to reflect a broad range of customers and employees. 2) Set measurable goals. Define DEI objectives and track progress using metrics like diversity in hiring and retention rates. 3) Foster an inclusive culture. Model inclusive behavior, normalize DEI discussions, and promote psychological safety. 4) Implement inclusive practices. Review and revise policies, diversify hiring practices, and offer inclusive benefits. 5) Invest in education and development. Provide DEI training and develop underrepresented talent through mentorship and leadership programs. 6) Measure and adapt. Use data analytics to track progress and seek feedback to refine your strategies. DEI is an ongoing journey. Commit to it, learn from it, and adapt as needed. Leading with inclusion is a continuous journey. Start today, in any position. Don't wait for permission or a title. Your actions will drive change. Your business will thrive because of it. What are your thoughts about this?