Part Three of The Current
United Breaks Guitars: Dave Carroll
We started this segment with a song by Nova Scotia singer songwriter Dave Carroll.
This song and video went viral... reaching 15 million people.
Dave Carroll's guitar was broken after a flight on United Airlines. When he couldn't get satisfaction from the company, he took his troubles to Youtube. The video is credited with sparking a change in the way big companies respond to complaining customers.
Dave Carroll has written a book about his experience: It's called: United Breaks Guitars: The Power of One voice in the Age of Social Media. Dave Carroll was in our Halifax studio.
And Leora Kornfeld is a research associate at Harvard Business School and a former CBC Radio host. She co-authored a case study on United Breaks Guitars. She was in our Vancouver studio.
This segment was produced by The Current's Liz Hoath.
Other segments from today's show: