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Ep. 45: Factors That Influence Your Customers’ Success That You Need To Be Aware Of

Welcome to Inclusion and Marketing, the show that’s all about helping you win the attention, adoration, and loyalty of more consumers, especially those with differences that are often ignored by brands.

I’m your host, Sonia Thompson, a marketer and someone with a lot of differences. Let’s get to it.

We all want the people we serve to be successful. However, there are other customer success factors that influence the outcomes of both your team and your customers — that have nothing to do with the products, services, and experiences you deliver. And those factors have to do with their differences. Unfortunately, the differences between people on your team and the customers you serve can cause them to get different results from those in “dominant” groups.

I cover what the most common differences are that can have a negative impact on your customers’ success, why, and how you can go about closing the gap to support everyone you serve, so they can thrive.

I’m hosting a live workshop to help you identify and address these factors on Friday, February 24 at 12 pm EST. It’s called:

How to Build Experiences That Make Underrepresented and Underserved Talent Consumers and Talent Feel Like They Belong.


Get registered at Listen to Them

I’ll send you the replay even if you can’t attend live.

Racial Bias in Healthcare study

Sephora Racial Bias in Retail study

VC’s investment in women and minority-owned startups – Diversity VC Data –

Jereshia Hawk IG reel

Negative stereotypes re: Black people – scientific data –


Access the full transcript of the episode here.

If you like the show, I’d love it if you’d subscribe to the channel and leave a rating interview for it. It does help the show and helps others discover it. And wouldn’t it be great if there were more people practicing inclusion and making more people feel like they belong? I think so. Also, I want to hear from you. If you have a question, comment on this episode, a previous episode, or in general, or if you would just wanna say hi, I like those kinds of messages too. Send me a voicemail at That’s inclusive I’d love to feature your question and comments on the show.

Until next time. Remember, everyone deserves to have a place where they belong. Let’s use our individual and collective power to ensure more people feel like they do.

Somebody’s waiting on you.

Thanks for listening.

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