Podcast ¦ Next In Queue: He’s Doing It Again featuring Kelly Thibodeau

Key Takeaways

1. Digital accessibility is essential for enhancing customer experience and should be embedded in a company’s DNA.
2. Approximately 80% of disabilities are invisible, highlighting the importance of inclusive design for a broader audience.
3. Accessibility features, such as captions, are vital for ensuring all users can access content across various media platforms.
4. Websites serve as the digital front door for businesses; therefore, their accessibility directly impacts customer interactions.
5. Compliance with accessibility standards, such as WCAG, is crucial for legal and ethical business practices.
6. Relying solely on automated tools for accessibility testing can lead to missed usability issues; human testing is critical.
7. The conversation about accessibility should not be limited to compliance but framed within the context of business opportunity and customer retention.
8. Accessible design practices benefit not only individuals with disabilities but enhance usability for all users.
9. The financial impact of neglecting accessibility can reach billions, suggesting a strong business case for prioritization.
10. Incorporating diverse perspectives, including those of individuals with disabilities, can foster innovation in products and services.
11. Accessibility in social media can strengthen brand trust and customer loyalty, contributing to an organization’s overall reputation.
12. Continuous education and training within organizations are essential for maintaining accessibility standards and fostering inclusivity.

Key Statistics

• In Canada, approximately 27% of the population identifies as having a disability.
• In the United States, this figure is about 25%, equating to roughly 70 million individuals.
• The potential loss due to the lack of accessible options may be estimated at $7 billion annually.

Key Discussion Points

1. The significance of digital accessibility as a human right and essential component of customer experience.
2. The relationship between digital accessibility, brand value, and customer trust.
3. Common misconceptions around accessibility being an overly technical concern limited to web developers.
4. The importance of including people with disabilities in user testing to identify usability challenges.
5. The necessity of proper document formatting, such as accessible PDFs, for communication.
6. The role of clear, legible fonts and size standards for enhancing content accessibility.
7. Best practices for color usage and the importance of adequate contrast ratios in design.
8. The intersection of accessibility with overall business strategy rather than relegating it to compliance only.
9. Emerging opportunities for differentiating brands through credible accessibility initiatives.
10. Encouraging diverse internal dialogue and collaboration to foster an inclusive environment.
11. The evolution of accessibility tools and the need for ongoing learning and adaptation within organizations.
12. Recognizing seasonal and situational accessibility factors that can influence customer interactions.

Podcast Description

This podcast explores the vital topic of digital accessibility and its implications for customer experience and business strategy. Host Rob Dwyer converses with Kelly Thibodeau, founder of Squarely Accessible, who highlights the importance of integrating accessibility into a company’s framework. With insights into legislative standards, common misconceptions, and the business case for accessibility, the discussion aims to raise awareness about how organizations can create more inclusive and effective customer interactions. Listeners will gain a deeper understanding of digital accessibility’s role in enhancing customer trust and fostering loyalty across diverse market segments.