How Accessibility Can Boost Customer Satisfaction and Retention
By Julia Travers
Published November 13, 2020
It makes sense to keep the customers you have — boosting retention rates by just 5% has been found to increase profits by between 25% and 95%. But what does making your business accessible to all have to do with customer retention? When consumers feel unwelcome, underserved, unsafe, or unsatisfied in a store or on a website, they may not return. As the Bureau of Internet Accessibility puts it, “if customers can no longer or easily use your products or services, they are probably going to do business elsewhere.”
Consumer research reports have found people who find an access barrier or encounter poor disability awareness at a brick-and-mortar or web business will simply move or click away to another site. Whether online or in-person, it’s very difficult to engage with and retain customers who cannot easily access your services and products. On the other hand, maintaining an accessible environment can result in [...]