Cami noticed a change at a local makeup store, Sephora, recently:
There is a fellow introvert on the Sephora customer experience team who deserves A RAISE RIGHT NOW pic.twitter.com/4Aan7lUyVD— Cami Williams (@cwillycs) November 4, 2019
Sephora has identified that not every customer desires the same journey, so they created a fork in the road to cater for two different personality types, so that more people could pay them money. They included more people in their customer journey. They included more people in their sales targets. They included more people in their revenue. This is what an inclusive business looks like.
What changes or choices could you be making to your customer journey to be more inclusive of people who think differently to you?
For me, I think I have leant too far away from telephone calls and conversations. I think I need to open myself up more to being more available on the phone.
How do you think you could change? How do you think you could be more inclusive?