Neurodiversity, CX, and Curb Cuts (Oh, My!)
By Virginia Bloom
It's 2024, and the debate about whether diversity is good for business is over. We're surrounded by anecdotal evidence and studies that scream, "Diverse businesses are more successful!" They rake in more cash, nail communication, and connect better with customers. Why? Because running ideas through a diverse filter of lived experiences leads to deeper conversations, fewer strategic bumps, and a whole lot more innovation. In fact, companies with diverse leadership report a whopping 19% increase in innovation revenue.
So, we're done with the "if" and onto the "how." How do we effectively engage with and support HITMPGs (Historically, Intentionally, and Traditionally Marginalized People Groups) and other marginalized communities?
A Little Bit of Spice
Neurodiversity is a crucial aspect of diversity, often unseen in DEIB (Diversity, Equity, Inclusion, and Belonging) initiatives. While Autism Spectrum and ADHD might spring to mind when you think "neurospicy," this group also includes folks with dyslexia, PTSD, bipolar disorder, OCD, and more. Despite representing 15-20% of the population, this group faces chronic underemployment and struggles to find space in the workplace.
But here's a twist: in the tech world, that number skyrockets. Some estimates suggest that up to 50% of tech workers are neurodivergent. Not surprising, really, when you consider the impact diverse thinking has on data, innovation, and creative problem-solving.
Customer Success and Neurodiversity
Now, not all these folks are working on Dev and Product teams. I've met a ton of awesome CS, CX, Sales, and Marketing professionals who identify as neurodivergent. But, what makes this group uniquely suited to excel in the Customer Success world?
Pattern Recognition: A huge part of CX is that "gut feeling," which is basically just spotting patterns that are hard to define. Neurodivergent individuals often have a knack for detail and pattern recognition, not just in data, but in human behavior too. This is gold for CSMs who need to connect the dots between hard data and customer habits to predict churn risks and keep those accounts happy.
Empathy and EQ: Marginalized folks often navigate invisible obstacles and build their own workarounds to fit into spaces not designed for them. This constant adaptation can build serious empathy muscles. Combine that with the frequent lack of empathy they encounter, and you've got a recipe for high EQ (Emotional Intelligence). CSMs with high EQ are masters of reading body language, facial expressions, and the overall vibe. This allows them to truly understand customer perspectives and deliver amazing results.
Architects of Structure: Adherence to structure, routine, and organization – music to any CSM's ears! Many neurodivergent individuals thrive on organization, whether for comfort or to enhance executive function. This translates to reduced anxiety for customers and colleagues. Think: meetings that start on time, agendas that actually exist, and follow-up emails that arrive before you even remember you needed them. This reliability builds rapport and helps CSMs stay on top of their game.
Customer Advocates: Justice sensitivity is a superpower. It's the ability to spot unfairness and feel compelled to fix it. CSMs with this trait become fierce customer advocates, pushing for feature requests and fighting for the customer's perspective. CS and CX leaders will push to ensure that resources are available equitably to their teams and products and features are made widely available to customers.
Sticktoitiveness: While neurodivergent individuals face hiring challenges, studies suggest they have higher retention rates once employed. They're in it to win it! This kind of grit is invaluable for CSMs who constantly tackle new challenges and need that dedication to see things through.
Cut Curbs, Not Corners
The "curb cut effect" is a beautiful example of how accommodations designed for one group end up benefiting everyone. Curb cuts, initially meant for wheelchairs, are now used by everyone from kids on bikes to parents with strollers. Seatbelts, closed captions, and smoking restrictions all follow the same pattern.
Accommodations for the neurodivergent community offer similar "curb cut" benefits. Flexible schedules and work-from-home options allow for personalized workdays, benefiting not just neurodivergent individuals but also parents, caregivers, and those who simply thrive in a less rigid environment. Asynchronous communication tools empower introverted team members and create a more inclusive workspace (I see you, fellow INTJs!).
When it comes to CX, embracing diverse learning styles is key. This means offering training in various formats (audio, visual, hands-on) for both employees and customers. By catering to different learning preferences, companies can onboard, guide, and expand accounts more effectively.
Take the "Longing" out of Belonging
Diversity alone won't magically unlock these benefits. To truly make an impact, companies need to cultivate a culture of belonging. Even companies with a handle on Diversity, Equity, and Inclusion can stumble on getting Belonging right.
Deficit Mindset? Nope! If you think this is about compensating for deficits, you've missed the point. This is about recognizing strengths and creating an environment where everyone can thrive.
Leaders, Go Learn! "Go learn" is practically the CX mantra, so apply it to DEIB. Research successful programs, understand the challenges faced by neurodivergent individuals, and create a workplace where everyone feels valued and empowered. Your customers will feel this impact directly.
A Seat at the Table: Diverse voices need to be part of the decision-making process, not just in DEIB initiatives but in overall company strategy and direction
Embrace the Curb Cuts: Flexible work arrangements, asynchronous communication, and personalized environments benefit everyone. Offer these options to both employees and customers to create a more accessible and inclusive experience.
These steps are just the beginning. Foster psychological safety, value well-being, and prioritize individual needs. Managers, learn what makes work easier for your team members. And just as we do with our customers, focus on contributing to the success of your teammates before judging their capacity.
Resources
If you’re ready to take a first step in creating a more equitable environment, there are myriad resources:
EARN - https://askearn.org/
Neurodiversity in Business - https://neurodiversityinbusiness.org/about-us/
Neurodiversity Hub - https://www.neurodiversityhub.org/
Job Accommodation Network - https://askjan.org/
Embrace Autism - https://embrace-autism.com/
The Success League is a customer success consulting firm that also offers coaching to CS Leaders as well as CSM & CS Leadership certification programs. Visit TheSuccessLeague.io for more.
Virginia Bloom - As the Manager of Customer Experience at Aclaimant, Virginia is a customer-focused equity enthusiast with a passion for making a positive impact in her community. Her personal code is rooted in continuous learning and embracing diverse perspectives. Virginia leads a team dedicated to empowering clients across various industries. She firmly believes that compassion and innovation are the cornerstones of success for any business or CX team.