The Manager's Pocket Guide to Diversity Management

Customer Service and Improving Market Share

When it comes to addressing issues of diversity’s link to the financial bottom line, one of the most compelling yet underused and least leveraged arguments is diversity’s link and connection to customer service and satisfaction for both internal and external customers. Unfortunately, managers and even some diversity practitioners have not gotten this connection. Some who do get it, do not try to help their organization see this connection. The connection appears to be pretty straightforward.

If an organization does not foster a culture of understanding, respect, and cooperation, the ability of the workforce can be severely limited in effectively interacting with the diverse customers of the organization. ...