Have you ever felt out of place when shopping for clothes online because you couldn’t relate to the body type projected on the screen?
From a customer experience perspective, you aren’t only competing with other companies in your industry. Your customers’ frame of reference is all other brands….
Marsha Bonner is vice president of people and culture at the Urban Resource Institute, a New York City-based nonprofit helping domestic-violence survivors and homeless families, and one of Crain’s Notable LGBTQ Leaders of 2021.
In a recent prediction, Forrester described 2021 as the year of inclusive customer experience (CX). “We would be wise to become students of anyone who has special needs because their abilities outshine their disabilities and they bring joy and love into our environment, and that makes us all better off. And, guests have the same experience too.”