AICEX: Il difficile è rendere le cose semplici e quando un Cliente commette degli errori è spesso a causa dell’Azienda. Se fosse tutto “a prova di bambino” forse non sbaglierebbero.

Micah Solomon ,CONTRIBUTOR – I write on customer service, customer experience and corporate culture
Opinions expressed by Forbes Contributors are their own.

I’m sure you’re a tolerant person, but what about your business? As a customer experience designer, the strategy of “error-tolerant design” (for example, the Apple “lightning” connectors that literally don’t have a “wrong way” to plug in) and the related concept of “behavior-shaping constraints” (e.g., a car transmission that needs to be in ‘‘Park’’ before the key can be removed, or that needs to be in park or neutral for the ignition to kick in), are powerful concepts I want to share with you today.

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