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Posts Tagged ‘United Airlines’

User experience is critical to the success of a business.

As I work on community engagement plans for a startup Washington metro news operation, I know that the user experience we provide will determine our success. We need to give users the news they want. We need to help users engage with us and each other in meaningful and fun ways. They need to enjoy spending time with us and tell their friends they should spend time with us.

If they don’t enjoy spending time with us and don’t find our content useful, or if they find their time with us annoying or unpleasant, no amount of excuses or rules will make that experience right.

As if to underscore the importance of user experience, Mimi and I have been having some horrible user experiences lately with United Airlines and the U.S. Postal Service. (more…)

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I thought I booked a flight Sunday to Ottawa, Canada, on Expedia.

I learned in a half-hour phone call with Expedia Tuesday that the travel service that invites you to “find your perfect trip” online doesn’t honor the reservations that it purports to make. So I won’t be flying to Ottawa on an Expedia reservation. Or anywhere. Ever again. I can’t understand a business that doesn’t honor its commitments.

My experience with Expedia underscores three important principles of doing business in the digital age: (more…)

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Read this post in Russian, translated by Google. Читать этот пост на русском языке, перевод Google.

I guess I was showing some travel fatigue the other day in Barnaul. As our interpreter translated for a Russian speaker, I felt a vibration from my iPhone and looked down at a text message from Mimi, sitting about four feet away on the other side of the interpreter.

“U ok?” my phone asked. My stomach was grumbling a bit. “Maybe,” I texted back.

We exchanged a look and I shrugged and resumed listening to the interpreter. Then the phone vibrated again and I looked again: “U ok?” I might have rolled my eyes. Yes, I was fine, just a bit tired. I looked over at her and nodded. She looked back at me quizzically. (more…)

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