Jeff Bridgforth :: Webcraftsman

Crafting Web sites since 1999

I am a Web designer passionate about creating elegant, inspiring, and usable Web experiences that connect with an audience and fulfull business objectives.

The Importance of Customer (User) Experience

July 9, 2009

User Experience

“In the spring of 2008, Sons of Maxwell were trav­el­ing to Nebraska for a one-week tour and my Tay­lor gui­tar was wit­nessed being thrown by United Air­lines bag­gage han­dlers in Chicago. I dis­cov­ered later that the $3500 gui­tar was severely dam­aged. They didn’t deny the expe­ri­ence occurred but for nine months the var­i­ous peo­ple I com­mu­ni­cated with put the respon­si­bil­ity for deal­ing with the dam­age on every­one other than them­selves and finally said they would do noth­ing to com­pen­sate me for my loss. So I promised the last per­son to finally say ‘no’ to com­pen­sa­tion (Ms. Irl­weg) that I would write and pro­duce three songs about my expe­ri­ence with United Air­lines and make videos for each to be viewed online by any­one in the world.” — Dave Caroll

This video show the impor­tance of pro­vid­ing a good cus­tomer expe­ri­ence. United Air­lines failed. And this guy has cre­ated expressed that.

What I like about this video is that it is not hate­ful and angry, but it is a really classy and truth­ful response to a frus­trat­ing  situation.

Thanks to Chris Coyier for shar­ing this on Twit­ter via The Huff­in­g­ton Post

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