Walk The Fence

Couldn't help but be baffled by this story today. American Airlines fires an employee responding to a customer's anxiety attacks over how poor the user-experience is on their website. Furthermore, the AA customer is in fact a UX practician and helps, seeds, communicates, GENERATES USEFUL CONTENT FOR FREE (cool concept no?) to AA.com executives by providing Usability recommendations on how to improve online customer satisfaction.

AA's response: We're firing the employee that was communicating with you as he was divulging too much information (none was business critical or impacting) as to how our Online operations model is inadequate, slow, unresponsive and disjointed from our global customer care strategy. There. In a word, he gave you our org chart and demonstrated our internal incompetence; and that's proprietary AA information. Therefore we terminated your link with our company Mr customer.

Wow...that's pretty much all you can say...AA: We know why YOU fly, your business into the ground.

Enjoy the read at eConsultancy:

http://econsultancy.com/blog/4936-american-airlines-fires-an-employee-for-customer-engagement

Avdv.