Songwriter Dave Carroll wasn't the first person abused by an airline's customer service. But he was the first to show how one person, armed with creativity, some friends, $150, and the Internet, could turn an entire industry upside down.
United Airlines had broken Dave's guitar in checked luggage. After eight months of pestering the company for compensation, he turned to his best tool-songwriting-and vowed to create a YouTube video about the incident that he hoped would garner a million views in one year. Four days after its launching, the first million people had watched "United Breaks Guitars." United stock went down 10 percent, shedding $180 million in value; Dave appeared on outlets as diverse as CNN and The View. United relented. And throughout the business world, people began to realize that "efficient" but inhuman customer-service policies had an unseen cost-brand destruction by frustrated, creative, and socially connected customers.
"United Breaks Guitars" has become a textbook example of the new relationship between companies and their customers, and has demonstrated the power of one voice in the age of social media. It has become a benchmark in the customer-service and music industries, as well as branding and social-media circles. Today, more than 150 million people are familiar with this story.
In this book, you'll hear about how Dave developed the "just do it" philosophy that made him the ideal man to take on a big corporation, what it felt like to be in the center of the media frenzy, and how he's taken his talents and become a sought-after songwriter and public speaker. And businesspeople will learn how companies should change their policies and address social-media uprisings.
Since "United Breaks Guitars" emerged, nothing is the same-for consumers, for musicians, or for business. Whether you are a guitarist, a baggage handler, or a boardroom executive, this book will entertain you and remind you that we are all connected, that each of us matters, and that we all have a voice worth hearing.
|Publisher:||Hay House, Inc.|
|Sold by:||Barnes & Noble|
|File size:||9 MB|
About the Author
Dave Carroll is a singer-songwriter and social media innovator from Halifax, Canada. Following his 2009 YouTube music video release called “United Breaks Guitars,” about his poor customer service experience with United Airlines, Dave’s career blossomed and he is now a highly-sought-after performer, content creator, author, keynote speaker, and consumer advocate.
Most Helpful Customer Reviews
I thoroughly enjoyed Dave Carrolls' "United Breaks Guitars - The Power of One Voice in the Age of Social Media". Wow!, Dave, you have written a wonderful book! I was sad when I completed your book after a few evenings of rationed reading because I didn't want the book to end. I enjoyed every page and refused to allow myself to rush this read because it was so enjoyable. By using your many talents and abilities, you channeled your frustration into a delightful well-written story about your guitar's damage during a United Airlines flight. I especially enjoyed your humor and your generosity in acknowledgeing the help of others. I loved this book for the good feelings it engendered as I lived vicariously through Dave's story filled with good humor and respect for others. Not only do you write great songs, but you have written a delightful book. Barbara O'Connor
The story behind the famous United Breaks Guitars video is an entertaining read. After Learning more about Dave Carroll it is readily apparent that more than simple luck was working in his favour. He helped transform YouTube from a showcase for piano playing cats into a respected tool for social justice .He pointed to the back of the ball park and then ... hit a home run. I liked the book !
A thoroughly entertaining, well written story of how one person using their unique talents and creativity can really make a difference in the world. What a great example for young people trying to figure out their place and role in society. I think this should be on the reading list for every high school student as well as corporate CEOs. Such great messages for everyone. Superb job!
One of the promotional quotes inside Dave Carroll's new book, United Breaks Guitars (I'm sure there's a name for those quotes--what are they called?) is by author Josh Bernoff who says, "This may be one of the most humble stories ever told by a man who changed the world." This story. By Dave Carroll. Not, I don't know, Gandhi or Jesus. This guy. While I doubt that Dave Carroll changed the world (he had a song trilogy on YouTube about his guitar getting broken by United Airlines; lots of people saw it and I'm sure United was annoyed for a while, but the world continued on, much as before) there are two things I know for certain about Dave Carroll. One, he takes his guitar very, very seriously. And two, he is not humble. Both of these facts were ones I already knew about Dave Carroll but, even if I hadn't, I could have gleaned it from reading the book. For all his insistence that his YouTube revenge song was NOT a revenge song, Dave Carroll writes like someone who likes to complain, even if it's not for revenge per se. He complains that people didn't know who he was before his YouTube video (despite being many people's "favourite bands in the world," he insists), he complains that if YouTube were radio he'd be rich by now, he complains that his song never made it on the radio because no one takes YouTube songs seriously (which is why you never hear Justin Bieber on the radio, one assumes), he complains that people suggest he just likes to complain. I expect he'll complain about this review. For my full review, please visit my blog, Cozy Little Book Journal. Disclaimer: I received a digital galley of this book free from the publisher from NetGalley I was not obliged to write a favourable review, or even any review at all. The opinions expressed are strictly my own.