When David Carroll was able to express his displeasure through social networks
When David Carroll was able to express his displeasure through social networks, United Airlines did not believe that such consequences were waiting for him. Along with Itrouz, the impact of social networks on the business of United Airlines.
"United Breaks Guitars" is the name of a song written by Canadian composer Dave Caroll about his experience of having his guitar broken by United Airlines.
In 2008, Carroll and his team boarded a plane for a tour on the way to Chicago, and from the window of the plane, they saw the baggage handlers throwing their instrument bags, and in the meantime, Carroll's $3,500 guitar broke. He tries for about 9 months to get his damages from United Airlines, but his efforts remain fruitless. In the end, he is satisfied with receiving $1,200 for the repair of the guitar, but the United officials do not pay this amount either. In the end, he makes the song United Breaks Guitar in protest and takes his revenge on United. Share songs on social networks This song was viewed 150,000 times on the first day of its upload on YouTube, and in its first week of release, it became the best-selling song on iTunes. Within 4 days after the release of this song, United's stock value dropped by 10% and about 180 million dollars were reduced from the company's stock value.
United's customer service manager called Carol and consoled her. In a symbolic program, the company paid $3,000 in damages to a non-profit music education institution and had to announce that it had learned many lessons from this incident and revised its customer service policies. In December 2009, Time magazine named "United Breaks Guitars" as one of the most pervasive songs of the year, and in 2012, CBC made a documentary about it. In 2012, Carroll published the book "The Power of a Voice in the Age of Social Networks" and became a speaker on customer service. Interestingly, on one of his trips to give a speech, United lost his luggage
The impact of social networks It used to be said that an unsatisfied customer conveys his dissatisfaction to 7 to 13 people, but this statistic was before the era of social networks. Today, one unhappy customer has access to tools that can connect hundreds of thousands of people with their positive or negative experience. PS: This song has already been viewed more than 15 million times on YouTube
Source » Itroz Blog
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