United Breaks Guitars: The Power of One Voice in the Age of Social Media by Dave CarrollUnited Breaks Guitars: The Power of One Voice in the Age of Social Media by Dave Carroll

United Breaks Guitars: The Power of One Voice in the Age of Social Media

byDave Carroll

Hardcover | April 15, 2012

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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. "
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 spe...
Title:United Breaks Guitars: The Power of One Voice in the Age of Social MediaFormat:HardcoverDimensions:8.38 × 5.38 × 0.87 inPublished:April 15, 2012Publisher:Hay HouseLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:1401937934

ISBN - 13:9781401937935

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Rated 5 out of 5 by from Inspirational and Life Changing There are few books I read to the end because most fail to capture my interest and hold it. That was not the case with this book. I gobbled it up in two days, just not wanting to put it down and that says a lot. United Breaks Guitars is a story of triumph over adversity, the power of social media and so much more. When faced with the daunting challenge of reversing United Airlines' decision not to compensate for turning his Taylor guitar into a tarmac projectile, Mr. Carroll wrote himself an action plan and executed it. The result was a trilogy of songs that enhanced his musical career, captured a huge audience on You Tube and sent United executives scurrying around the boardroom wondering where their stock value went. Mr. Carroll, very calmly and in a non-confrontational way, became a large corporation's worst nightmare and a shining example of why no business should ever take its customers for granted. It takes a special person to be able to rock the foundation of a company and win the respect of some of its executives at the same time and Mr. Carroll is every bit that special person. When I downloaded this book I really didn't know what to expect. I knew I loved the songs, but I wondered what reading the story would be like. It doesn't stop with how the incident with United happened and the making of the videos, although that story is fascinating in and of itself. The book goes well beyond that to humbly and honestly tell the story of how a supremely gifted song writer and musician, never sufficiently recognized for his amazing talent, was about to give up on a 20 year career in music when a life changing event prevented itself. Dave Carroll was at a crossroads when his guitar was broken and opportunity disguised as adversity came knocking on his door. Not only did he recognize it, he seized upon it and turned a bad experience that most would have just walked away from into a new and promising career as a professional speaker, author and consumer advocate. This is an extremely well written book that captures the imagination with a wonderful story and a powerful message. I heartily recommend it to everyone, especially those who may still be trying to fulfill their potential in life and are thinking it may not be possible. It is possible. So read the book, write down your goals, take the actions necessary to accomplish them and never look back. I can hardly wait for United Breaks Gutars - the movie!
Date published: 2012-06-28