The Importance of Customer (User) Experience

July 9, 2009

“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