Creating a Diverse and Inclusive Customer Experience Featuring Lenora Billings-Harris

Top Takeaways:-      Many people assume (wrongly) that diversity is about equal employment opportunity and affirmative action, which are actually government regulations. Diversity is about who’s on your team. -      All metrics prove that if diversity and inclusion are part of your company, you will outperform your competitors. -      Diversity of thought on your team helps you become more innovative, make more money and ultimately succeed. -      You must ensure that your corporate culture is both diverse and inclusive. -      It’s important to remember that for many questions and issues related to diversity and inclusion, there is no one absolute right answer. -      It’s one thing to have good intention. However, people cannot read each other’s minds to determine intention; we can only measure the impact our words and actions have. -      Racism shows up in the workplace and has a huge impact on both the employee and customer experiences. It is five times harder for Black people to get their foot in the door as it is for white people. It comes down to unconscious bias and microaggressions. -      There is a difference between an ally and an advocate. Allies will speak up in the moment if they see something happen. Advocates do this and more; they intentionally disrupt bias and seek multiple ways of breaking down barriers. -      In order to enact change within an organization, leaders must become advocates for diversity and inclusion. They must do their personal work to overcome bias (conscious and unconscious) first, then actively advocate for the people in their organizations. -      Don’t remain silent. Speak up and take action, even (especially) if you make mistakes along the way. If you want to help, become an advocate. Quote:“We’re all imperfect and we’re going to make mistakes. The point is to not wait until you’re perfect, because that’s not going to happen. Lean into the discomfort. If you’re coming from a place of good intention, people will understand even when you mess up.” About:Lenora Billings-Harris is an award-winning author, thought leader and international speaker in the areas of inclusion, diversity and unconscious bias. She is a Certified Professional Speaker (CSP) and a Council of Peers Award of Excellence (CPAE) Speaker Hall of Fame inductee. Learn more about your ad choices. Visit megaphone.fm/adchoices