"Songwriter Dave Carroll 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. United Airlines had broken Dave's guitar …
Songwriter Dave Carroll 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. United Airlines had broken Dave's guitar …
A songwriter whose YouTube video enacted change in the airline industry's approach to customer service explains how his attitude helped him achieve success and offers advice to companies on how they should deal with social-media uprisings from disgruntled customers.