{"product_id":"9781401937959","title":"United Breaks Guitars: The Power of One Voice in the Age of Social Media","description":"\u003cp\u003eSongwriter \u003cb\u003eDave Carroll\u003c\/b\u003e wasn't the first person abused by an airline'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.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eUnited Airlines had broken Dave's guitar in checked luggage. After eight months of pestering the company for compensation, he turned to his best tool-songwriting-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 \"United Breaks Guitars.\" United stock went down 10 percent, shedding $180 million in value; Dave appeared on outlets as diverse as CNN and \u003ci\u003eThe View\u003c\/i\u003e. United relented. And throughout the business world, people began to realize that \"efficient\" but inhuman customer-service policies had an unseen cost-brand destruction by frustrated, creative, and socially connected customers.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\"United Breaks Guitars\" 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.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eIn this book, you'll hear about how Dave developed the \"just do it\" 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 he'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.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eSince \"United Breaks Guitars\" emerged, nothing is the same-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.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"Hay House, Inc.","offers":[{"title":"Default Title","offer_id":47170299887856,"sku":"9781401937959","price":19.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781401937959_p0.jpg?v=1763714448","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781401937959","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}