When I first learned about this, I was horrified. Mr. X is actually a good UX designer, and his email had me thinking there was hope for American Airlines. The guy clearly cared about his work and about the user experience at the company as a whole. But AA fired Mr. X because he cared. They fired him because he cared enough to reach out to a dissatisfied customer and help clear the company’s name in the best way he could.

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The Incompetence of American Airlines & The Fate of Mr. X | Dustin Curtis

Quand une entreprise se soucie plus de son image que de ce qu’elle offre à ces clients c’est pas bon signe…