Inclusion as a Buyer Acquisition Technique (+ Examples)

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I am the founder of an inclusive business plan consulting firm. Having worked with clients of all sizes across all industries over the years, I have noticed that many marketers and business leaders, however, do not fully understand the business benefits of inclusive promotion and advertising.

Great manufacturers engage in inclusive advertising and marketing because they understand that it helps them have a greater impact on a wider audience while increasing product sales.

While most marketers wouldn’t intentionally exclude consumers, no longer excluding is not the same as actively alongside. True inclusion and the power to consistently reach new shoppers from underrepresented and underserved communities requires intention.

Why Great Producers Invite Multi-Identity Buyers to Become Their Customers

For example, imagine that you want to make friends with a newly formed group of workers or other people, and you need to decide to throw a birthday party. A good host would do more than just put up a sign that says, “Hey, everyone, come to my birthday party.” A savvy host would actively spread the word so that the new group of workers clearly knows they are invited.

Good hosts who need to host a specific group of workers or other people should make sure they get an invitation to the birthday party right away.

And then, eco-friendly organizers make sure that all the details and experience of the birthday party are intelligently planned, to ensure that when the group you want to attend arrives at your birthday party, they will have so much fun that they won’t want to leave and will be interested in attending the next party.

This free HubSpot Methods to Construct an Emblem bundle will give you the resources you need to create a brand that makes the majority of people you serve feel truly at home and want to attend more of your “brand events.”

There are many ways manufacturers can move to acquire new buyers. Alternatively, for consumers in underrepresented and underserved communities, I want to continually remind my clients that it is not enough to simply reach out and say “you are welcome here.”

Producers should intentionally invite others from their communities to become their buyers, as they have long been excluded and underserved by producers.

Shoppers from marginalized communities are consistently skeptical of manufacturers’ intentions, especially those who quickly start engaging with them after having previously ignored them.

What consumers don’t know is whether a brand’s efforts are one-off, opportunistic, or short-lived, so they continue to keep their distance until they know a brand is dedicated to serving and supporting its workforce.

So as manufacturers work to acquire consumers from underrepresented and disadvantaged communities, it will be important to invite them in a way that makes them feel truly recognized, supported, and part of the group.

Below are some examples of how manufacturers have adopted inclusive promotion and advertising as a method of acquiring buyers for the specific identities they aim to serve.

Examples of manufacturers that rely on inclusive promotion as a method of acquiring buyers

1. Walmart Helps Neurodivergent Shoppers

In 2023, after listening to feedback from all shoppers and individual employees, Walmart decided to mandate open-to-the-public hours every day, from 8 a.m. to 10 a.m., at all of its stores in the United States and Puerto Rico.

During this time, the lights are dimmed everywhere in stores, the music is turned down, and static images are shown during television programs, creating a much less stimulating atmosphere.

Evidence shows that Sensory Processing Disorder (SPD) affects 5-16% of school-age children in the United States and approximately 20% of the general population. SPD is consistently found in others with Attention Deficit Hyperactivity Disorder (ADHD), Autism, and Post Traumatic Stress Disorder (PTSD).

Because Walmart took the time to “see” consumers who needed a less stimulating environment to shop for groceries, the logo removed the barriers that prevented consumers and caregivers of others with SPD from shopping for groceries in its stores and invited them in.

Supply of symbols

In this episode of the Inclusion & Promoting podcast, I sat down with 3 professionals who are all neurodivergent. They shared their experiences and sound advice for manufacturers who need to make sure that neurodivergent consumers and caregivers truly feel like they belong in your brand.

2. Lululemon expands to serve shoppers who purchased larger sizes

Once again, in September 2020, sportswear retailer Lululemon decided to invite people who wore larger sizes to become shoppers. The store did so by expanding the range of sizes presented to carry the previous size 14, up to size 20.

Over the two years following the decision to adopt further inclusive dimensions, the emblem experienced the largest enlargement ever recorded in 8 years, by 42% and 30% respectively.

The typical length of clothes for a girl in the United States and Europe is 16. Therefore, by offering additional sizes, Lulemon was ready to acquire a new group of consumer workers, who until now were not ready to fit into their clothes.

Supply of symbols

3. Fenty Good Looks Extends Makeup Brush to Women of All Skin Tones

One of my favorite examples of a brand that has won over countless consumers with its inclusivity is Fenty Beauty.

Rihanna’s brand launched in 2017 with 40 shades of sunscreen foundation to be inclusive of others of all skin tones who need makeup. The breakthrough release shattered many product sales figures in its early days, with many shades for all darker and lighter skin tones selling out.

After seeing the response from consumers wearing “much less common” foundation shades and being invited to become Fenty Beauty shoppers, other cosmetics companies changed their approach and began offering 40 foundation shades as well.

Being inclusive has become the standard for any brand that wants to acquire new customers on an ongoing basis.

Supply of symbols

4. VidIQ reaches Spanish-speaking shoppers

Device manufacturer VidIQ has decided to invite Spanish-speaking YouTubers to become their customers by making video tutorials in Spanish for their group.

The United States has the second largest Spanish-speaking population in the world (after Mexico), and Spanish is the second most widely spoken indigenous language in the world (after Mandarin).

Creators who prefer to be informed and use equipment in Spanish can do so, as VidIQ is intentionally committed to making its current equipment available in Spanish.

This image shows a Spanish-language video on the brand’s Spanish-language channel, highlighting how consumers can access the VidIQ Academy with Spanish subtitles and learn how to control graphics software settings in Spanish.

5. KitKit shows Muslim customers that they see them

KitKat Canada’s workforce has invited the Muslim workforce to be their shoppers. The brand has introduced the KitKat Iftar bar: thirty KitKats that others can use to break their daily rush while observing Ramadan.

By using the bar design specifically for Ramadan, the emblem has made it clear that it sees the Muslim workforce in one way or another, which many different manufacturers do not. As such, the emblem can reach new buyers throughout Ramadan who can then convert into steadfast consumers throughout the 12 months.

6. Mattel adapts video games to make them available to colorblind people

Toy manufacturer Mattel has decided to invite colorblind and visually impaired people to become its buyers.

The toymaker said that by the end of 2024, 80 percent of the games in its vast catalog, including Uno, Tumblin’ Monkeys, and Blokus, will be colorblind-friendly. The brand said that percentage will increase to 90 percent by the end of 2025.

Mattel recognizes that being blind or colorblind does not diminish a person’s desire to enjoy playing video games with family and friends. For this reason, the brand has partnered with color blind professionals and co-created with people who are colorblind to create solutions that work for a broader group of workers or shoppers.

This episode of the Inclusion & Promoting podcast summarizes the categories that emerged from an interview with Google’s Chief Brand Accessibility Officer about the brand’s approach to accessibility.

7. MasterCard solves a specific problem for transgender cardholders

MasterCard has invited other transgender people to be their shoppers by solving a real need they had when they were given the time to purchase something. If a transgender or non-binary consumer appears to be different from what the identity on their card says, it continually puts them in an awkward position when making a purchase order.

Solving specific problems for other people from underrepresented and disadvantaged communities makes it easier for them to make a choice about you.

In this episode of the Inclusion & Promoting podcast, I sat down with an LGBTQ+ expert who shared some great insights on how to build an LGBTQ+ inclusive brand.

It’s time to invite more people to become your buyers

Acquiring buyers from underrepresented and disadvantaged communities requires intentionality in products, promotion and advertising, insurance policies, and communications.

Make it clear to the people you want to help that you see them, you understand them, and you have created an environment that makes them feel truly at home.

As you do this, you will not only buy more people from those communities, but you will also earn their loyalty.

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