Diversity, equity, inclusion, and belonging (DEIB) strategies make good business sense, but many organizations are struggling to keep their programs afloat in the face of backlash and a dearth of resources. However, the online retail company Zappos.com does not fall into that category. The organization prioritizes DEIB efforts.
Recently, Patrice L. Fontenot, Program Manager – Diversity, Equity and Inclusion at Zappos.com, and Cody Britton, Jr. Manager Order Verification at Zappos.com & Co-Leader of LGBT-Z, Zappos’s LGBTQIA+ employee resource group (ERG), responded to HR Exchange Network's questions about the future of diversity and inclusion programs and their organization's approach.
How is Zappos responding to the general societal backlash to DEIB efforts?
Zappos is the type of employer who listens to the diverse needs of individuals who help drive the company forward. The number one core value is to deliver WOW through service and the goal is to continue to serve both internally, our employees, and externally, our community.
WATCH: ExperienceX - United Customer Experience and Employee Experience
Regardless of societal backlash, Zappos will always work to further its inclusivity and DEIB efforts. We’d like DEIB to be an initiative embraced naturally throughout society.
What kinds of benefits is Zappos offering to employees in the LGBTQ+ community? Are there other DEIB initiatives?
The main DEIB initiative at Zappos is education and awareness. Recently, our LGBT-Z Inclusion Group hosted an interview session with our employees for Transgender Day of Visibility in Las Vegas in the most vulnerable and heartfelt way. This open dialogue and free self-expression seemed to be most beneficial for those who not only shared similar experiences, but those who sought a different perspective.
Zappos also installed one of our Closets for Good (a program where we go into a local school, or place where youths are in need of support, and install a physical closet that is then filled with a mix of school supplies, canned/non-perishable food, shoes and clothing) in The LGBTQIA+ Center, which serves as a haven for all, welcoming and celebrating the diversity of communities and striving to empower all to live authentic lives.
Additionally, Zappos has a variety of health and medical benefits that the community has access to which includes mental health resources. This is not only beneficial to LGBTQIA+ employees, but also their families if they fall within the community, particularly children.
Lastly, Zappos offers educational resources that bring greater awareness and understanding to the community. With this increased knowledge, employees are able to better connect with each other.
Why are ERGs important at your organization?
Within Zappos, as our DEIB purpose states, our Inclusion Groups help to ensure a diverse, equitable and inclusive work environment while proactively working toward improving representation in career, culture, and community involvement. It’s our responsibility to promote diversity throughout the year. Each Inclusion Group is instrumental in helping maintain an environment where everyone is celebrated through creating safe spaces and ensuring representation across all departments within the company to support one of our core values of building a positive team and family spirit.
What have been some of the biggest challenges to achieving these DEIB goals?
Some of our biggest challenges have been developing resources for remote employees and keeping the whole company informed of all initiatives.
We’ve also run into a challenge of having limited organizations that we can properly vet within the areas where a majority of our employees reside, leading us to work with the same organizations every year – potentially limiting our effectiveness within those communities.
What are your future plans on the DEIB front?
Our ERG is hosting a drag show in our Zappos Kentucky warehouse for all employees this month, and it will also be focusing on Las Vegas Pride and Spirit Day.
Additionally, we are collaborating with our Women Empowered ERG for their upcoming July book club to feature a book by/about an LGBTQIA+ person. This year will be focused on the Bisexual community.
What is your advice for those HR professionals in DEIB now?
As HR professionals, it is our job to ensure psychological safety in the workplace. Meaning, we have to show our employees that we welcome authenticity and transparency without humiliation or fear of being different. We cannot simply say the words, we must show the work, and our actions must reflect the change.
Is there anything else you'd like to add?
Whether companies have held space for DEIB for three months or 30 years, as long as we are moving forward toward a more equitable generation of change agents, we’re moving in the right direction.