A positive customer journey doesn’t happen by accident – it’s the result of careful planning and a commitment to understanding the needs of your customers.

For small businesses, involving people with disability in this planning process is a key element of success. By following through these modules you will learn how to ensure you are considering people with disability in every phase of your planning.

When designed inclusively, the customer journey –  from first awareness to lasting customer advocacy – transforms into a powerful tool for welcoming new customers and building loyalty.

Your business will create a lasting impression on people with disability if you create an inclusive and accessible experience across the customer journey:

• Phase 1: Awareness: how can you communicate your commitment to accessibility?
• Phase 2: Consideration: what information builds trust and confidence for potential customers?
• Phase 3: Purchase: how can you make the booking process seamless and accommodating?
• Phase 4: Providing a Product or Service: what are the essential elements of an exceptional on-site experience?
• Phase 5: Customer Retention & Advocacy: how do you gather feedback and encourage positive word-of-mouth?

By anticipating needs and exceeding expectations across the journey, you’ll create a business that genuinely welcomes everyone, opening up new possibilities for success and positive social impact.