Customers and Community We are dedicated to serving our communities by creating jobs, giving back and being a vibrant hub for commerce and connection. Every Customer Is Welcome We put our customers at the center of every decision we make, providing an equitable shopping experience for all. In 2019, Macy’s launched a unified Customer Bill of Rights (CBOR) across all of our Macy’s and Bloomingdale’s stores as a new standard of how we will treat everyone who engages with our brand. The CBOR is visibly posted in our stores and reinforces that discrimination, unreasonable searches and profiling will not be tolerated. We take an active role in quickly addressing and resolving any concerns. Promote an inclusive and welcoming environment for our customers Delivering quality service and making customers feel valued and welcomed is key. We devised and implemented a 2020 CBOR strategy to emphasize the importance of this commitment, which included enterprise-wide education to manage unconscious bias and an anti-profiling reference guide. Empower and educate store leadership and their teams to ensure an inclusive customer experience As part of our goal to align and advance our strategy in the stores, we designated D&I Champions in 2020—a leadership team of dedicated experts that include store managers and district vice presidents. The Champions play a crucial role in communicating and executing the D&I strategy and commitment to delivering quality service. This year, we introduced the D&I “Inclusion in Action” WorkProud badge, which is awarded to colleagues who address cultural differences and demonstrate positive, respectful and inclusive behaviors in our stores and the workplace. Implement skill development for the Asset Protection (AP) and Compliance team customer contact In addition to our policies outlined in the Customer Bill of Rights, we invested in soft skills training and empowered our Asset Protection leaders to respond to customer concerns. In 2021, we will reinforce our commitment to quality service in all Asset Protection interactions. 2020 Customer Ethnic Diversity 51% 20% 15% 12% 1% White Hispanic/Latino African-American/ Black Asian Other Data as of Q4 2020 49% Total Ethnic Diversity | Sustainability Report 2020 Return to Table of Contents 29