Diversity & Inclusion Within CX

Diversity & Inclusion Within CX

I recently had the opportunity to join Shep Hyken’s Amazing Business Radio to discuss the importance of Diversity and Inclusion and its impacts on the customer experience (CX).  During the episode, you’ll hear us dive deep into several topics such as:

  • Why do diversity and inclusion matter?
  • How do diversity and inclusion relate to the CX?
  • What do you do when you see (bullying, rudeness, or insensitivity) in the workplace?
  • When do you step as a difficult situation arises?
  • How do you protect employees from racist or other difficult encounters?
  • At what point do you say my employees are more important than a sale?

I encourage you to listen and adopt the best practices discussed. Let’s have uncomfortable conversations to drive positive changes for all humans.



Top Takeaways:


  • Even though it was just women’s history month it shouldn’t be the only time you think about diversity and inclusion. Good practices around diversity and inclusion should happen every day.
  • Anyone can be a leader no matter their gender, race, religious belief, sexual orientation, or gender identity.
  • It’s important and necessary for leaders to have uncomfortable conversations around diversity and inclusion.
  • Businesses need to get feedback from a variety of customers.
  • Allow a diverse group of employee’s voices to be heard.
  • Keep diversity and inclusion in mind when dealing with employees as well as customers.
  • As a leader when a difficult decision comes up, what’s most important is how you adapt and handle the situation.
  • Be a strong leader and address issues of diversity within your team head-on.


“Even if you’re in the back office supporting fellow employees or you’re supporting the server who brings the dish out the guest, you matter, and you have a CX job.” -Stacy

“Whether you’re male or female don’t care teamwork makes it happen.” -Stacy

“Increase your empathy. Walk around every day more empathetic because you’ll see things that you wouldn’t have seen before.” -Stacy



Stacy Sherman: Customer Experience (CX) pioneer, known for humanizing business, leading with a heart, and DoingCXRight® not just talking about it.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

What are your views about Diversity and Inclusion?

Have you had a workplace experience that provides valuable lessons? Please share and keep the conversations going to drive awareness and support for colleagues, customers, friends, family, and strangers too.

How To Create Memorable Customer Experiences

How To Create Memorable Customer Experiences

Of all the podcasts I have been a guest,  Win, Make, Give, is one of my favorites. I say this not just because Chad Hyams is an incredible podcast host (and my cousin) but also because he really gets business and how to succeed with customer experience at the forefront.

During the podcast episode, we talk about the differences between customer service and customer experience and how to use CX to differentiate your brand. We dive into what Doing CX Right means,  techniques to prevent “pain points” and how you should change your role from salesperson to relationship maker.

Listen to the podcast now. Please let me know what resonates most.

Tell me what you think.

Are you doing anything differently having listened to this CX episode? I’d love to get feedback and what resonates most for you.

Want Happy Customers? Focus On Employees First

Want Happy Customers? Focus On Employees First

There’s a common phrase, “Happy Employees Bring Happy Customers.” It is so true! When people feel valued and enjoy their workplace, they are more likely to be engaged and committed to delighting customers and maximizing their satisfaction and loyalty.

So, how does a company apply this principle to achieve business growth? The following are 5 effective ways that apply to all industries:

Build A Culture Focussed On Creating Happy Customers

A centralized customer experience organization is able to monitor the quality of the experiences they deliver.

This kind of organizational setup enables teams to take action on Voice of Customer (VOC) feedback, including structured data (i.e. surveys) and unstructured sources (i.e. social media). It helps ensure there are clear actions and ownership in the company, plus a champion of customer-first culture at the top.

Empower Employee Engagement

Employee engagement is essential to deliver exceptional customer experiences. Collecting customer feedback is great. However, this is a wasted effort if employees don’t execute on improvement plans.

Employees have a direct impact on customer experiences. In an environment with low employee engagement, success metrics like NPS scores inevitably decline. If you think about the most successful brands, they trust their employees and routinely measure their level of job happiness.

Again, if you want to delight customers, make sure employee satisfaction is included in the overall strategy.

Train Employees To Retain Happy Customers

Every level of the organization must be educated about the importance of customer experience and how they can make a difference! This includes front line employees, managers, and executives.

Furthermore, every employee must be held accountable for delivering customer excellence. To promote accountability, I highly recommend including CX metrics in everyone’s annual objectives. Include the ability to get bonuses when employees achieve goals, similar to other key performance indicators (KPIs). I have tested this theory throughout my career and can unequivocally say that, when CX is a shared goal among all employees (not just a few) business results are significantly better.

Humanize Experiences

Emphasize the importance of humanizing customer experiences throughout your organization. This starts with meeting customer needs without over-complicating processes.

Often, small things mean the most. For instance, using simple “please” and “thank you” statements help make customers feel like they matter. It is actually the secret to Chick-fil-A’s success. Also, “eye contact and smiling go a long way in the drive-thru experience.”

When customers feel appreciated, they are more satisfied. And they are more likely to recommend brands to others. The concept is obvious. Yet, it’s surprising how often employees forget the human element when they interact with customers.

Leverage Technology The Right Way

Many companies use tools and platforms to fully understand what customers are saying across channels and touchpoints. However, they don’t always incorporate the Voice of Employee (VOE), which is a key element in building a successful customer-centric program.

Employees need to know their opinions count. When that happens, they become better performers who are more motivated to serve customers, fix their issues (“Close The Loop”), and do the right thing even when their boss isn’t looking.

If you want to drive accountability and a CX culture, focus first on employees. Then look at technology. Not the other way around.