Inclusive CX (client experience) creates service experiences that are accessible to the widest range of users.
Who is your CX leaving behind?
WHY INCLUSIVE CX
Creating a universally good CX.
Are you excluding your most vulnerable clients?
Are you leaving potential business behind?
Is your approach to vulnerable clients burning out and hurting your workers?
Are you struggling to meet your organisations’ purpose or ESG goals?
Creating a more inclusive and accessible customer experience addresses several key problems for organisations: market reach, customer satisfaction, brand reputation, operational efficiency, employee engagement, innovation and legal compliance.
The “20%”
Most service experiences work best for your most privileged clients and those with the most agency - the “80%”. This can alienate, exclude or trigger those experiencing vulnerabilities. Who are the 20%?
Facing risk of harm or disadvantage due to physical, mental, economic, or social factors.
Can be vulnerable because of the power dynamics between them and your organisation.
Examples: people with disabilities, mental health and trauma, First Nations people, low literacy.
Do you know your cost of failing these clients?
WHAT WE OFFER
Training, hiring for lived experience and understanding “hardship” are important, but….
Creating a service experience for people experiencing vulnerability is a whole-of-system effort and mindset. From the layout of a shopfront, to the measures in a call centre, to the agenda of meetings, InclusiveCX moves a whole system forward and creates a better service for all clients as well as a better employee experience.
Thankfully it can begin with small steps….