Inclusive Customer helps organisations unlock the full value of diverse and underserved customers through deep EDI expertise, inclusive design thinking and practical action across the customer journey.
| £8M+ |
| potential customers missed when services are not designed inclusively |
| £274bn |
| estimated annual spending power of disabled consumers in the UK |
| 15+ |
| years of expertise in inclusion, now focused on your customer proposition |
Most organisations have invested in workplace inclusion. Far fewer have turned the lens outwards to look at how diverse customers experience their products, services, communications and environments.
That creates missed opportunities, avoidable friction and customer journeys that unintentionally leave people behind.
Inclusive Customer is designed for organisations where diverse customer engagement is a genuine priority. It helps you identify the barriers that can exclude whole customer groups, then take practical action to remove them.
When customer journeys are not designed inclusively, exclusion does not just affect experience. It affects trust, reach, retention and growth.
Accessibility barriers, cultural assumptions and one-size-fits-all design can exclude diverse customers before they have even engaged with your brand.
When customers from underrepresented communities face barriers using your brand, they are more likely to disengage and share that experience with others.
Section 29 of the Equality Act 2010, FCA Consumer Duty requirements and the Public Sector Equality Duty all raise the stakes for organisations that fail to serve diverse communities fairly.
An inclusive approach from the start can reduce wasted effort, avoid unnecessary cost and create more efficient customer journeys.
Inclusive Customer helps organisations strengthen performance across the areas that matter most.
Inclusive Customer is built around six practical areas that shape whether your organisation can reach, serve and retain diverse customers successfully.
We help you uncover where exclusion is happening through customer audits, research with underrepresented groups, accessibility reviews and customer insight work. This can include physical accessibility audits, digital accessibility audits, customer focus groups and surveys.
We help you build accessibility and cultural relevance into product and service design from the outset, rather than treating inclusion as a retrofit. This can include inclusion-by-design support and Equality Impact Assessments for products, services and customer environments.
We review your operational policies, systems and customer processes through an intersectional lens to identify and remove barriers that affect customer access and experience.
We review and improve your marketing, digital content and customer communications so they connect authentically with diverse audiences and avoid tokenism, stereotypes and cultural missteps.
We strengthen the confidence and capability of customer-facing teams and managers so they can serve diverse communities more effectively. This can include inclusive customer service training, cultural awareness training, inclusive management development, and specialist short courses.
We help you define the metrics that matter to your organisation, from market reach and satisfaction to complaint trends, retention and loyalty, then build a framework to measure commercial impact.
Whether you need a targeted intervention or a broader transformation programme, Inclusive Customer can flex around your priorities.
Start with one priority area, such as customer insight, accessibility, inclusive communications, policy review or team capability. This is a strong option if you already know where the biggest challenge sits.
Take one product, service or customer journey and apply a touchpoint from each of the six keystones. This can include customer research, an Equality Impact Assessment, recommendations, leadership input and team training.
Build a tailored programme around your organisation’s goals, sector context, customer journey and budget.
Inclusive Customer is designed for organisations where diverse customer engagement is a genuine priority, not a tick-box exercise. It is especially relevant for customer-facing sectors where trust, accessibility, loyalty and service experience matter commercially and operationally.
Inclusive Customer brings together deep EDI expertise and practical improvements to your customer experience.
We help organisations do more than make good intentions visible. We help them remove barriers, design more inclusive customer journeys and create experiences that support both commercial growth and community impact. This is not a one-size-fits-all service. It is a flexible proposition that can combine insight, audit, design, policy review, capability-building and measurement depending on what your organisation needs.
If your organisation is serious about reaching underserved customers, improving loyalty and building a customer journey that works for more people, let’s talk.
Many start with a discovery call to identify where exclusion may be happening and which keystone would create the strongest early impact. The health check can also be used as a starting point.
Yes. The proposition is intended to work across sectors, with the emphasis and services tailored to your customer journey, operating model and risk profile.
Yes. Inclusive Customer is designed to support commercial growth and customer experience improvement, while also helping organisations respond to relevant legal and regulatory expectations.
No. You can start with one keystone, take a packaged approach across all six, or build a bespoke programme around your priorities.
It is designed for customer-facing organisations and is especially relevant to customer experience and operational/commercial leaders in sectors such as financial services, retail, public services, healthcare, transport and leisure.
It is primarily a consultancy-led proposition, but it can include training and capability-building where that supports wider customer experience goals.
Inclusive Customer is Inclusive Employers’ consultancy proposition focused on helping organisations reach and serve diverse and underserved customers more effectively through insight, design, communications, capability and measurement.
Inclusive Employers 