Defining Customer Expectations

The Customer Accessibility Strategies

The power of listening and acting on customer feedback in order to improve the customers’ experience, including those who are disabled or older. By listening, learning and acting, organisations can effectively understand the needs of their customers and create an open dialogue that will help to ensure that customers’ needs and feedback are acted upon. The outcome is that organisations become better at designing and delivering inclusive and accessible products, services and distribution channels. Disabled and/or elderly customers feel valued, welcomed, anticipated and accommodated when using your accessible products and services.

Which of the following customer advertising would you prefer for your business?
When it comes to accessibility, Apple continues to lead in awareness and innovation, by Steven Aquino or
Supreme Court hands victory to blind man who sued Domino’s over site accessibility, by Tucker Higgins

Actions To Consider

  • Customer surveys.
  • Online customer suggestion box and feedback form
  • Public commitment / external statement of intent.
  • User testing of products and services.
  • Complaints investigations & root cause analysis.
  • On-going engagement with key external charity partners.
  • Social media channels.
  • Incorporate demographics about people with disabilities into your sales and marketing databases.
  • Hire persons with disabilities to better inform your accessibility efforts and attract this customer base.
  • Inform your sales and marketing staff that most persons with disabilities do not conform to stereotypes, but rather possess buying power plus a desire to grow and learn as consumers and citizens.
  • Identify where technological and service innovations will enhance access by customers with disabilities and in doing so look for ways to adapt those innovations for the convenience of all customers.
  • Council of Ontario Universities (COU): Understanding the AODA and the Accessibility Standards for Customer Service