Diversity and inclusion impact not only a company’s employees, but also its customer base. Organizations with diverse leadership can align with the values of their customers, building a more diverse workforce that customers can see themselves in. Companies that embrace diversity, equity, and inclusion (DEI) are better equipped to create positive multicultural interactions with their customers and provide better experiences.
Research has shown that customer satisfaction is declining, making it harder to connect with customers directly, especially in the digital age. In the U.S., customer satisfaction rates are at their lowest in nearly two decades. Companies face new difficulties because of this. Consumers now evaluate businesses not just against their competitors but also against the top organizations across all industries.
