Dave Carroll: Lessons from "United Breaks Guitars"
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Uploaded by ColumbiaBusiness on Apr 16, 2010
Musician Dave Carroll tells the story of how his customer complaint video "United Breaks Guitars" became on online sensation, at the BRITE '10 conference. Carroll shares his music and discusses how United changed its ways, and the lessons for customer service in an age of social media.
The BRITE '10 conference on brands, innovation and technology is hosted by the Center on Global Brand Leadership at Columbia Business School. Learn more at http://www.briteconference.com or http://www.globalbrands.org
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Dave is not the best of public speakers, and his comedic timing is off here--but it's such a compelling and interesting story that I don't care and I'm glad I gave it twenty minutes. Keep singing, Dave...love your music. And keep speaking about your experiences...it does matter to be on the right side of right.
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Social media now gives the helpless a voice!
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I just sit and smile. ...cause United Breaks Guitars!
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This is exactly the sort of rethinking of customer care that should happen. "No customer is statistically insignificant." Each one has a worth as a person and as a customer.
Believe it or not, we shared this with a group looking at Medical Community responses to disaffected patients. The inference that a talented disaffected customer could utterly eclipse the cost of not fixing an blunder is huge.
Consider the cost of not fixing the Taylor guitar vs fixing it early in the process.
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finally a voice for customers ... well done
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I bought all of Dave's CDs. They're fantastic. Sons of Maxwell is much more than "United Breaks Guitars".
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@Luubelaar I wish I had gone Dave's route. United broke my acoustic guitar in the 90's. i sued them and won but that was it. I was satisfied but Dave made a career out of it!!!
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Do you want learn something about customer service?? You should watch this video... It takes 20 minutes, but it´s very interesting! Sure you´ll enjoy!!
Best conferences come from "normal" people!! Quite funny!!!
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"No customer is statistically insignificant" - I love this phrase.
utube101x 3 months ago 6
I just sit and smile. ...cause United Breaks Guitars! I am sooooo proud of you Dave. I love The Sons of Maxwell..and your song writing and music. My only regret is that I have a harder time getting tickets to your shows now. Our Canadian heros. xoxo
FairytalePalace 4 months ago 6