Almost a year ago Canadian musician Dave Carroll became a household name with a song and video about his trials and tribulations trying to get compensated by United Airlines for breaking one of his guitars. The video, “United Breaks Guitars,” was seen by millions of people online and it became a public relations nightmare for United who scrambled slowly and badly to compensate for a mistake in not servicing Dave Carroll’s complaint (he complained for a year) and also responding weakly and slowly to the storm of sympathy people felt for Dave Carroll and likewise anger towards United Airlines.
I received a call from the Al Jazeera English a couple of weeks ago to speak about the topic for their international show, The Listening Post. It’s a pretty standard story discussing how consumers have control via social media. If you’re not familiar with the Dave Carroll “United Breaks Guitars” story, then you should definitely watch. You should also watch to see my first ever international TV appearance (video automatically jumps to the segment).
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