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Build a gender-inclusive customer journey to get more bookings
Manage episode 401626454 series 3526992
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In this conversation, Liam and Alex discuss the importance of gender inclusivity in the customer journey. They highlight the benefits of creating an inclusive environment from the very beginning of the customer interaction, including the booking process.
Alex emphasises the value of using gender-neutral language and asking for pronouns in booking forms to make customers feel valued and seen. They also discuss the importance of staff training and accountability in using correct pronouns. The conversation concludes with a case study of a venue that successfully incorporates inclusivity into their customer journey.
Chapters
00:00 Introduction and Background
03:08 The Importance of Inclusivity in the Customer Journey
07:28 Creating an Inclusive Booking Process
12:03 Communication and Confirmation
19:07 Training Hosts and Overcoming Pronoun Challenges
23:56 Case Study: The Flight Club
27:19 Conclusion and Actionable Steps
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