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Diversity, equity, and inclusion in the workplace are no longer optional but important to have on your radar. Companies that don’t foster an inclusive environment or prioritize diversity initiatives do so at their own peril. Not only is it a well-known standard in today’s business world, but it is also something that — if implemented correctly — can improve company culture and increase your business success.
Study after study has proved that diverse companies perform better than their more homogeneous counterparts. They have happier and more innovative employees, boast higher retention rates, and are better at problem-solving. Culturally diverse organizations are up to 36 percent more profitable. The bottom line is, DEI is good for your bottom line.
DEI Helps Dismantle Bias
Many people hold conscious and unconscious biases. These beliefs, generally rooted in ignorance and misinformation, lead to poor decision-making — especially decisions about people. I was fortunate to grow up in a public school system where I was around people from all different types of backgrounds. That has helped me better understand and support those with perspectives and lived experiences different from my own. Unfortunately, not everyone can say the same.
That means your minority team members are likely on the other end of many conscious or unconscious biases. While most employees consider how they are viewed in the workplace, underrepresented groups have the additional task of disproving damaging stereotypes woven into the fabric of our society. The attitudes they may face at work can affect everything from job satisfaction to what opportunities they are offered.
Diverse employees shouldn’t be tasked with educating those who could misunderstand or misinterpret them. Instead, consider bringing in a certified DEI speaker to aid in uncovering and changing outdated mindsets. These professionals can shed light on the big and small ways employees are hindered — or are hindering others — by the beliefs they hold.
It Improves Performance
Organizations that embrace DEI foster high-trust environments in which their respective teams are more productive, collaborative, and innovative. One of the experts whom I’ve met with on the topic is Marissa Andrada. She crafted and experienced the impact of such an environment when she served as Chipotle’s chief diversity, inclusion, and people officer. Today, she guides C-suite leadership in defining organizational values and co-creating diverse, empathetic cultures that effectively unlock people capability while growing the bottom line. Something that stood out to me about Marissa is how much she spoke about productivity and performance as it relates to DEI.
A 2022 study found that companies with a diverse workforce enjoy 2.5 times the cash flow per employee, and that inclusive teams are over 35 percent more productive. One contributing factor is that diverse teams are exposed to different ways of thinking and become allergic to stale approaches. In my experience, such teams are more willing to reject the status quo and challenge groupthink, and relish the opportunity to innovate.
The benefits of DEI as a performance driver are undeniable. Pro tips for your consideration: Focus on building an environment in which team members are comfortable sharing concerns and suggestions without fear of pushback or retaliation; leverage surveys to help locate unseen barriers and problems within your culture; quickly own missteps, practice stellar listening skills, and follow up with action to optimize systems and processes.
It Attracts Top Talent
DEI is becoming a nonnegotiable standard younger job seekers are looking for in a workplace. Millennial and Gen-Z workers have largely taken an active stance against systemic inequality. For them, it’s vital to see their values reflected in the brands they buy and the places they work.
If you haven’t prioritized DEI, unintentionally skewed hiring processes may be causing you to miss out on some of the best talent available. Scrutinize job postings — perhaps using a bias detection tool — to root out language that could discourage diverse candidates from applying. Strip résumés of identifying information to prevent unconscious bias from influencing the screening process. Use skills assessments to ensure candidates are selected on the basis of their abilities, not their affinity with the interview team.
Make your commitment to DEI clear during interviews, and ask candidates to share their stance on the issue. This can help weed out those who don’t align with the safe and supportive culture you are trying to build.
It Improves the Customer Experience
Successful DEI efforts also impact customer experience. When diversity, equity, and inclusion are operationalized into all facets of your organization, you can better serve people from all walks of life. Your customer base can expand as you learn to cater to a wider audience. Furthermore, these customers will feel confident that they are truly valued.
CS reps from minority backgrounds are often better able to connect with members of your newly broadened customer base simply by being themselves. Dekyi Boorsma has observed this effect firsthand as Netflix’s director of customer service for Europe, the Middle East, and Africa. She considers her agents’ individuality a strength, particularly as Netflix’s EMEA customers are just as diverse.
Employees from minority backgrounds improve the customer experience in — at least — one more vital way. Their DEI insights can help you avoid potential messaging missteps that could irreparably damage your company’s image and your customers’ trust. Be mindful of representation and inclusive language in both internal and external communications. And if you make a mistake, take responsibility quickly and publicly.
DEI for the Win
The benefits of DEI are great and wide-reaching. Outmoded attitudes and ways of thinking aren’t just hindering the underrepresented groups who are at their mercy. They are also affecting the overall success of your business. The good news is, it’s not too late to start taking real action and moving the needle for a more diverse, equitable, and inclusive workplace.
Interaction with DEI customers
How are your associates interacting with DEI customers? We can help you determine that answer through our database of 1.4 million registered mystery shoppers. Need help on how to make that happen? Reach out, we’re here to help.
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BY JOHN HALL AND CARL PHILLIPS |
