We want to bring in that component of empathy. “When we’re having any interaction with a customer our goal is not just to simply solve their problem.
Using their correct pronouns and adopting people-first language (“person with diabetes” instead of “diabetic”) go a long way in making customers feel welcome instead of singled out. Customers are more likely to stick with companies that speak to them with respect and dignity, align with their values and build products that address their needs.Ĭompanies can retain customers by asking about, listening to and honoring their preferences. Inclusive language also builds stronger (and longer-lasting) customer relationships by making consumers feel like they belong.
“A diverse team supported by an inclusive environment that values each individual will outperform a homogenous team every time.” - David Taylor, CEO, president and chairman of P&G The company saw a 5 percent growth in organic sales that fiscal year, thanks in part to this new product release.
They used inclusive language, models, and images to resonate with that audience. Black scientists on the P&G team developed the new hair-care product to address common hair concerns for Black consumers. That’s what happened with the 2019 Head & Shoulders Royal Oils Collection release by Procter & Gamble (P&G). Black consumers in particular (69 percent) are more likely to proactively seek out a brand with advertising that positively reflects their race/ethnicity. Some even go so far as to seek out brands with diverse representation. The same was true for Asian/Pacific Islanders (79 percent), millennials (77 percent), and teens (76 percent). Latinx+ and LGBT consumers were both 85 percent more likely to take action after seeing ads that used inclusive language and imagery. Historically underrepresented groups are more likely to consider or buy a product after “seeing an ad they think is diverse or inclusive” according to a 2019 study by The Female Quotient, Google, and Ipsos. That’s because customers are more likely to engage with a brand when they feel represented. Inclusive language opens the doors to engaging new customers and increasing sales. We have no choice as a global organization but to be ever cognizant of the impact our words have on each other and our customers.” - Holly VandeWalle-Gore, director of Training and Quality Assurance at Zendesk Attracting and retaining customers “All it takes is one bad interaction where somebody gets a sense that they don’t belong or that they’re not being treated as an individual. It’ll also make your team more productive and innovative. It’ll help you get (and keep) more customers and better talent. Inclusive language builds the foundation for a strong, welcoming culture. Your company can’t become more inclusive if employees continue to use language that offends or excludes part of your team. Why does inclusive language matter for businesses? It’s about proactively building a neutral, safe space and welcoming diverse perspectives.
Establish one group of people as the norm (like calling everyone who isn’t white “non-white”).Use disabilities as expressions when they don’t apply (like saying “turn a blind eye” when you mean “ignore”).Inclusive language doesn’t exclude individuals or particular groups of people for their race, sexual orientation, age, gender identity, ability, socioeconomic status, or any characteristic that challenges the status quo. Inclusive language definition: Inclusive language is language that intentionally and proactively reflects an openness towards differences, creating a safe, neutral space for everyone to feel welcome. You must also develop tactics to get your team to embrace it. To get started, you need to understand why inclusive language matters, and how companies use it. Inclusive language impacts almost every aspect of a business: attracting and retaining customers, hiring and keeping talented people, increasing productivity, and driving innovation. That’s not just because adopting inclusive language is the right thing to do-it’s also because it makes sense for your business. As a result, more companies are looking for ways to strengthen their DE&I with inclusive language. These events have led organizations to gauge their effectiveness in creating safe, welcoming spaces for their employees and customers. Capitol captured the world’s attention in 20. A contentious election, protests, and the storming of the U.S.
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