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Ep. 47: How to Increase Customer Success for People Who Are Not in the Majority, with Natalia Sanyal

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.

Customer success doesn’t happen at the same rate for everyone. The customers you serve with differences, including those who are BIPOC, often have external factors that negatively impact their journey to success. The good news is, you have the power to implement products, services, and experiences that pave the way for a greater degree of success for your BIPOC customers and others with differences.

In this episode, Natalia Sanyal, an anti-oppressive copywriter and brand strategist talks about an approach she’s taken to make her BIPOC customers feel seen, cared for, and have a greater likelihood of both enjoyment and success with her programs.

Her approach is one that can be replicated and adapted to fit your business needs and the consumers you serve.

Key Points

  • What anti-oppressive copy and copywriting are.
  • The burden and awkwardness often come with being the only one or one of a few like you in a room in professional setting.
  • Common struggles people from marginalized communities experience when they are the only one or one of a few like them in professional settings.
  • How being in a minority in group settings can negatively impact outcomes and success. The transformation that occurs when traditionally underrepresented groups find themselves in the majority.


Episode 45: Factors That Influence Your Customers’ Success You Need to Be Aware Of.

Episode 38: [Listen to Them] Black Women Are Used to Being the Only Ones Like Them in a Room in Professional Settings. Here’s what it’s like.

Natalia’s website

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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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