This post will refer to a speaker discussing politics; however, I promise this is NOT about political philosophy. It IS about an aspect frequently overlooked by many business leaders — even those with the best intentions.
In today’s business environment, research shows that customers are looking for organizations that reflect their values. (McKinsey & Co.’s white paper, “Diversity Wins,” is but one of the major research projects proving the point.)
Organizations that display their commitment to diversity and inclusion will meet the needs of a varied and constantly changing customer base.
However, an additional type of diversity is a critical ingredient in ensuring that your organization can create distinction in this challenging time.
At the recent Youth Citizenship Seminar at Pepperdine University, liberal commentator Steven Donnell asked the students in attendance what “diversity” meant to them. As you might imagine, they responded with answers such as racial equity and acceptance of all sexual orientations.
Donnell then stated another challenge is that many liberals he knows have zero conservative friends — and vice versa. He challenged the group of students to not only concern themselves with the most frequently mentioned aspects of diversity but also incorporate the diversity of thought into their lives.
Organizations that value “thought diversity” are open to new ideas and different ways of thinking. This openness allows them to understand their customers better and anticipate their needs.
By valuing thought diversity, you send a message to your customers that you’re open to hearing their perspectives and addressing their needs. This type of diversity is critical for customer success.
In 1970, singer/songwriter Joe South had a minor hit with a song, “Walk A Mile in My Shoes.” The lyrics may be even more relevant today than when it was first released:
If I could be you, if you could be me
For just one hour
If we could find a way
To get inside each other's mind
If you could see you through my eyes
Instead of your ego
I believe you'd be
Surprised to see
That you've been blind
Walk a mile in my shoes
Walk a mile in my shoes
And before you abuse, criticize, and accuse
Walk a mile in my shoes
songwriter: Joe South © Concord Music Publishing LLC; quoted as Fair Use commentary
You can have a team that displays the diversity we all desire regarding the aspects usually associated with the inclusion efforts. These are efforts we should all be making.
But if everyone on your team thinks alike, you will likely not be appealing to the broad spectrum of customers you desire.
Certainly, it is challenging to deal with people who disagree with how you see the world. However, the result is worth it for your customers — and your company!
The next time you’re discussing diversity and inclusion in your organization — as you need to — make sure that thought diversity is on the agenda. Just like the other forms, it’s a type of diversity critical for customer success.
