Improving effective accessibility of products and services for vulnerable customers[Améliorer l’accessibilité effective des produits et services : un enjeu de responsabilité vis-à-vis des clients vulnérables]

Improving the effective accessibility of products and services by reducing the effort required of customers is as much an operational challenge as a great business opportunity. Indeed, the more accessible the offers are, the more sales increase. What's more, thanks to greater accessibility, customers are more satisfied, more loyal and more likely to recommend the company to new prospects. However, improving accessibility is also an issue of social responsibility when it comes to vulnerable customers, a subject that is still little taken into account by organizations. In fact, most of these organizations need to improve the accessibility of their offerings by deploying methodologies that reduce the effort required of customers, thereby enhancing their experience. After clarifying the notion of effective accessibility and highlighting the specific difficulties encountered by vulnerable customers, we present two methodologies for improving accessibility.