Approaches to diversity have changed, but there is one constant: a desire to know whether training really changes people. So, we decided to initiate a landmark study to find out with help from two clients—a major health system and a prominent university.
One diversity issue that is particularly challenging and complex is religious diversity. Every single person who enters your workplace has an opinion about religion—sometimes a very strong one. So a lot of workplaces choose to ignore the subject completely to avoid potential controversy. But since being religious, or spiritual, is so important to the vast majority of the American population, do we actually increase the risk of offending coworkers and customers by remaining ignorant?
When customers are asked to rate the service they receive (on a scale of 1 to 5), have you ever wondered what they base their decision on? You may be thinking of factors like cost, quality, variety, timeliness, or other things particular to your products or services. If you do a good job on those fronts, you’ll likely have a satisfied customer (they’ll give you a 4). But what researchers have learned is that customer satisfaction isn’t enough if you want a successful business—because a satisfied customer is not necessarily a loyal customer. Someone who gives you a 4 is six times more likely to go somewhere else, compared to someone who gives you a 5. What does it take to earn a 5?