The CX Leader Podcast | A resource for customer experience leaders Encore: The Inclusive Experience
May 28, 2024
In this insightful discussion, Stacy Sherman, a renowned customer experience and marketing speaker and host of "Doing CX Right," shares her expertise on inclusivity. She emphasizes the importance of creating accessible experiences for diverse customers and the need for empathy in understanding various abilities. Stacy highlights actionable strategies to foster an inclusive culture and showcases how small gestures can significantly enhance engagement. She also encourages professionals to prioritize feedback and dialogue, ensuring every voice is heard.
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Prioritize Education and Audits for Inclusivity
- Get educated on different abilities by talking to people with diverse needs and researching relevant organizations.
- Conduct accessibility audits of physical spaces and digital platforms, considering visual, auditory, and cognitive impairments.
Cultivate an Inclusive Culture
- Foster a culture of trust and non-judgment to encourage open conversations about different needs and abilities.
- Hire people with diverse abilities, creating a welcoming environment and valuable insights.
In-Store Pickup Accessibility Considerations
- Stacy Sherman recounts an example from her telecom experience where customers could buy a phone online and pick it up in-store.
- She highlights the need to consider store accessibility for wheelchair users and staff training to assist visually impaired customers with data transfer.