Category Archives: branding

Do YOU give good UX?

Written by Joe Natoli. Posted on March 16, 2010. Filed under branding, user experience. Tagged , , , , , . No comments.
give good UX
Strategic, effective experience design is the critical difference between limited use and broad adoption. And only one of those scenarios delivers positive business results.

A $180M cautionary tale: never underestimate the power of the social web

Written by Joe Natoli. Posted on December 2, 2009. Filed under Web 2.0, branding, social media, user experience, wisdom. Tagged , , , , , . 1 Comment.
I'm admittedly late to this party, but I caught wind of this story today and felt it was waaaaay too powerful not to share. As is usual for me, there's a powerful moral to the story that companies would do well to heed:the value of your brand is directly proportional to the level of customer service ( read: experience) you provide. And now, sit back and enjoy the tale of how one Dave Carroll and a little YouTube video he made cost United Airlines $180 million dollars.