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

Sylvie Llosa () and Pierre Volle ()
Additional contact information
Sylvie Llosa: CERGAM - Centre d'Études et de Recherche en Gestion d'Aix-Marseille - AMU - Aix Marseille Université - UTLN - Université de Toulon

Post-Print from HAL

Abstract: 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.

Date: 2023
References: Add references at CitEc
Citations:

Published in Nouveaux territoires de la stratégie clients : Manager les transitions responsables, environnementales et éthiques., ISTE, 2023, 978-1-78405-973-6

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04381899

Access Statistics for this paper

More papers in Post-Print from HAL
Bibliographic data for series maintained by CCSD ().