Workshop #5
The DEI Factor in Customer Satisfaction:
Understand, Empathize and Relate to Every Customer
September 26, 2024
9:00-11:30 a.m. Pacific / 12:00-2:30 p.m. Eastern
Presenter: Ana Carolina Treviño
In today’s fast-paced and interconnected world, the ability to understand, build trust, empathize with, and relate to your customers has become more critical than ever before. You may encounter a mix of languages, cultural backgrounds, race and ethnicities, religions, social statuses, as well as any number of other characteristics.
To truly enhance the overall customer experience, you must actively listen to your customers’ needs, concerns, and preferences. This involves paying close attention to what they say, asking clarifying questions, and seeking to comprehend their unique situations. Understanding customers also requires empathy and putting yourself in their shoes to fully grasp their perspective. It’s about recognizing and validating their feelings, whether they’re happy, frustrated, anxious, or confused.
Whether you’re in retail, hospitality, healthcare, or any other industry, or just trying to serve your internal customers, mastering these skills can make all the difference in fostering strong relationships, enhancing customer satisfaction, and driving business success.
In this workshop, we will explore the implications of a different approach to customer satisfaction, one that relates to customers on a personal level without biases or stereotypes. Seeking to create a sense of camaraderie and mutual understanding, this approach demonstrates a commitment to building long-term relationships that will result in retaining and satisfying a wide range of customers, thereby opening up endless possibilities!
The DEI Factor does make customer satisfaction more complex, but learning a new approach makes it so much easier and rewarding!
Ana Treviño, a multicultural marketing consultant and successful manager of marketing campaigns, will lead this session. She brings over a decade of experience driving Diversity, Equity, and Inclusion initiatives combined with a deep understanding of the Hispanic market.
Learning Outcomes:
By the end of this session, participants will learn how to:
- Listen appropriately to customers from various backgrounds
- Facilitate collaboration so that teams discover multiple ways customers experience their service
- Educate their team members so that they know how to build rapport and gain trust from diverse customer groups
- Help co-workers recognize and avoid biases and stereotypes that can affect interactions with customers
- Conduct feedback sessions that help teams adapt to better serve the evolving needs of their customers.
If this is of interest to you, grab a seat. Share with a colleague.
About the Presenter
Ana Treviño
Ana Treviño is a seasoned professional with over a decade of experience driving Diversity, Equity, and Inclusion initiatives combined with a deep understanding of the Hispanic market. Being born and raised in Mexico has provided her with a solid background in the Hispanic culture. Additionally, having a strong connection with the Hispanic community has been instrumental in successfully managing marketing campaigns.
As a passionate advocate for diversity and cultural awareness, Ana has spearheaded numerous successful campaigns and programs to bridge cultural gaps and foster inclusive environments.
With a Bachelor’s degree in Industrial Engineering and an MBA, Ana brings a unique blend of expertise to her work. Her career has seen her collaborate with leading brands to develop tailored strategies that resonate with Hispanic audiences while championing diversity within organizational structures.
Ana’s commitment to DEI extends beyond her professional endeavors. She actively participates in community outreach programs, mentors aspiring professionals from underrepresented backgrounds, and serves on advisory boards focused on multiculturalism and inclusion.
As a thought leader in her field, Ana is frequently invited to speak at industry conferences and events, where she shares insights on the intersection of Hispanic marketing and DEI. Her dedication to creating meaningful connections and driving positive change makes her a respected voice in marketing and diversity spheres.
