American Airlines fires an employee for...customer engagement
Imagine for a moment that you're the CEO of American Airlines (AA). A customer named
Dustin Curtis comes to the conclusion that your website sucks after
booking a flight on it and finding the process to be a "horrific
displeasure".
A UX designer by trade, Curtis takes it upon himself to redesign your website's homepage and provide some suggestions. All at no cost, of course. He publishes this as a blog post that begins, "Dear AmericanAirlines". Shortly thereafter, the UX designer receives an email from an AA employee who does UX design for your company.
