Why Accessibility & Inclusion Should Be Your Top New Year’s Resolution for 2025
2024 marked the end of an eye-opening experience for me—one that I am truly grateful for. Leading growth marketing at Sorenson Communications opened my eyes to the immense gap in accessible communications within the enterprise space. This revelation has fueled my passion to advocate for greater accessibility and inclusion in every aspect of business.
When examining the entire marketing lifecycle, it’s clear that marketers are racing to integrate the latest AI strategies and technologies to stay competitive. But in this rush, many overlook one of the most critical communication tactics: accessibility.
Accessibility isn’t just a "nice-to-have" feature; it’s a must-have from product inception onwards. Failing to prioritize accessibility creates missed revenue opportunities by neglecting untapped segments, dilutes brand value by signaling a lack of inclusivity, and fosters a product-led culture rather than a customer-centric one. The consequences are both financial and reputational—two things no business can afford to compromise.
The Business Case for Accessibility
We’ve all seen the stats. Companies that prioritize inclusivity and accessibility consistently outperform their peers. For instance:
Increased Revenue: Research shows that businesses focused on accessibility see up to a 35% increase in market reach by tapping into underserved segments (Forbes).
Customer Retention: 71% of customers with disabilities are more likely to support brands that demonstrate a commitment to accessibility (ClickAway Pound Report).
Brand Loyalty: Inclusive brands see up to a 23% increase in customer loyalty metrics (Accenture Accessibility Report).
Employee Engagement: Organizations that prioritize accessibility in internal communications report 4.5x higher employee satisfaction (Harvard Business Review).
Competitive Edge: 90% of consumers believe accessibility is a reflection of an organization’s overall values, giving inclusive companies a reputational advantage (Edelman Trust Barometer).
Why Accessibility Should Be Part of Your 2025 Strategy
Accessibility isn’t limited to product design; it needs to be embedded across every touchpoint in the customer lifecycle. Here are key areas where accessibility can make a difference:
Social Media Communication: Ensure your content is inclusive by providing captions, alt text, and clear, concise messaging. Accessibility broadens your audience and strengthens engagement.
Internal Employee Communication: Foster an inclusive workplace culture by ensuring all internal tools, platforms, and communications are accessible to employees of varying abilities.
Customer Onboarding: An accessible onboarding process ensures every customer feels welcome and valued, leading to improved satisfaction and retention rates.
Customer Support: Offer accessible customer service options, such as live chat with screen reader compatibility or video support with sign language interpreters.
Website and App Design: Build digital experiences that adhere to Web Content Accessibility Guidelines (WCAG), ensuring they’re usable by everyone.
Get Started with Accessibility in 2025
To help you kick off the new year with accessibility in mind, I’ve created a free checklist guide that ensures you’re embedding accessibility throughout the entire customer lifecycle. From product inception to customer support, this guide will empower your team to create inclusive experiences that drive impact.
Let’s make 2025 the year we prioritize accessibility and inclusion—not just because it’s the right thing to do, but because it’s the smart thing to do for your business and your brand. Together, we can build a more inclusive and equitable future.