BK Blog Post
United Breaks Guitars
Posted by
Jeevan Sivasubramaniam,
Managing Director, Editorial,
Berrett-Koehler Publishers Inc.
United Airlines damaged musician Dave Carrol's guitar and refused to acknowledge their fault.
United Airlines damaged musician Dave Carrol's guitar and refused to acknowledge their fault. Big mistake, because because Dave decided to write a song and create a video about his bad experience. The video was downloaded and viewed over 10 million times and cost United Airlines millions of dollars in fallen share prices. That's the power of a wired customer.
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