As you have no doubt seen by now, United Airlines has been forced to make several changes in the wake of the customer abuse incident seen around the world (where a passenger was forcibly removed from a plane and injured in the process).  United has now released a report that concludes it let company policies trump customer's rights, and is now making changes to focus on the customer. You can read more details in this Washington Post article: <a href="https://www.washingtonpost.com/news/dr-gridlock/wp/2017/04/27/united-dragging-report-our-review-shows-that-many-things-went-wrong-that-day/?hpid=hp_rhp-top-table-main_united145am%3Ahomepage%2Fstory&amp;utm_term=.a75c489f1172" target="_blank">United dragging report: 'Our review shows that many things went wrong that day.'</a>  Also, today, United placed a full-page ad in the Washington Post (and I assume other large dailies) apologizing for its actions and outlining the policy changes.

It took very negative publicity and its consequences to make United realize that customers are the reason for being of any company. Without customers, a company simply does not exist. We know that companies that are more customer focused are also better regarded and therefore more successful. Southwest Airlines comes to mind.

All this brings me to UX (user experience) and how important it is. UX is being customer focused when it comes to designing your website/app. If you don't consider UX when you design, you are not being customer friendly. It's that simple.

Take for example Verizon FIOS' On Demand screen versus Fandango's Movie screen.  Verizon

I've written before about Verizon and how it seems to be not focused on its customers.

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