Author: Carroll, Dave
Publisher: Hay House
Year Published: 2012
Subcategory: Self-Help / General
Condition Rating: Slight wear, may have creased spine, folded pages, good-condition ownership stickers
Summary: Songwriter Dave Carroll wasnâ€™t the first person abused by an airlineâ€™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 Daveâ€™s guitar in checked luggage. After eight months of pestering the company for compensation, he turned to his best toolâ€”songwritingâ€”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 â€œUnited Breaks Guitars.â€ 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 â€œefficientâ€ but inhuman customer-service policies had an unseen costâ€”brand destruction by frustrated, creative, and socially connected customers.
â€œUnited Breaks Guitarsâ€ 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, youâ€™ll hear about how Dave developed the â€œjust do itâ€ 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 heâ€™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 â€œUnited Breaks Guitarsâ€ emerged, nothing is the sameâ€”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.
In Store Location: Bookcase 51 - Music,