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United Breaks Guitars: The Power of One Voice in the Age of Social Media Hardcover – 2 Jul 2012

4.5 out of 5 stars 4 customer reviews

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Product details

  • Hardcover: 320 pages
  • Publisher: Hay House UK (2 July 2012)
  • Language: English
  • ISBN-10: 1401937934
  • ISBN-13: 978-1401937935
  • Product Dimensions: 14.3 x 2.4 x 21.9 cm
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (4 customer reviews)
  • Amazon Bestsellers Rank: 1,282,662 in Books (See Top 100 in Books)

Product Description

About the Author

In July 2009, Dave Carroll shared with the world the first of his United Breaks Guitars (UBG) trilogy. Since then millions of people around the globe have resounded Dave's poor Customer Experience and thousands of have communicated with him about their own Good, Bad, and yes, even Ugly (GBU) customer experiences. Today he travels the world with his music and his inspiring lectures. www.davecarrollmusic.com

Customer Reviews

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Top Customer Reviews

Format: Paperback
Back in 2009 the story of Dave Carroll's broken guitar saw the share price for United Airlines take a big hit as he took to YouTube with a very funny and effective film about how badly the airline had treated him and his guitar.

Illustrating the frequent close interaction between social and traditional media, the YouTube clip generated widespread TV news and newspaper coverage, reaching a far wider audience than the original online one and fuelling further views of the video which in turn encouraged more media coverage in a (for him) virtuous circle.

Dave Carroll was, however, not really just an ordinary customer of United Airlines but in fact a musician far more talented than nearly all of us, with access to a network of skilled people and facilities to turn a song into a professional music video on a zero budget.

In other words, rather than being the story of how social media lets one ordinary person strike back, it was more a story of social media let one highly talented person garner massive media coverage. A different world certainly, but not quite the all new, everyone is equal level playing field some social media evangelists slip into describing.

In a similar, smaller scale way I had a similar experience that reflects these inequalities. In the last year both Stephen Fry and myself have been on Qantas flights that ran into serious problems. Both of us tweeted about them. One became a major story and one did not. I think you can guess which is which.

All this made me turn to Dave Carroll's book about his experiences with interest, to see how these issues appeared to him from the inside and how he sees the mix of relations between traditional and new media.
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Format: Paperback Verified Purchase
Remarkable story of how one man, with persistence, can overcome a bureaucratic, non customer focussed, so called service industry. It cost United Airlines dearly, and made a hero and fame for Dave Carroll. This book should be a 'must read' for many university/ training courses dealing with marketing, economy, sales, psychology etc. etc.
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Format: Paperback Verified Purchase
I loved this book. I bought it when I was doing research for a big online social media course I am writing and producing at the moment. My intention was to learn a bit more about the story behind the broken guitar - if I am mentioning this story as an example it's helpful to have the facts from the book.

My view of the power of social media is very much in line with Dave's and he is describing his view of the world in a wonderful way. I also recommended all my friends to listen to his song 'Now' on YouTube. Great piece of music.

If you would like to get to know more about the song UBG came about you must read this book!
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Format: Kindle Edition Verified Purchase
Very entertaining, well written and interesting. Not so sure it would be useful to people trying to replicate the success of the United Breaks Guitars video series but certainly shows why customer service is becoming so important in the Information Age.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 4.4 out of 5 stars 43 reviews
5.0 out of 5 stars Nice take on the making of the 3 videos 28 July 2016
By AZterritory - Published on Amazon.com
Format: Hardcover Verified Purchase
Nice take on the making of the 3 videos. The first part is a quick read that you won't want to put down. The last half on social media and potential effects on consumer issues is interesting but not as compelling. This made me replay all the videos and I remember why I immediately ordered all Sons of Maxwell and Dave Carroll's music after I first heard it . . . their music is hard to beat, glad he did a book as well. Long may he play!
2 of 2 people found the following review helpful
4.0 out of 5 stars Inspiring 24 Nov. 2013
By Karen McDonald - Published on Amazon.com
Format: Kindle Edition Verified Purchase
I have 30 plus years in the customer service arena. I understand how important it is for companies to treat their employees well, how it affects their treatment of customers. Right now I am in the middle of a dispute with a very large mail order prescription company. I downloaded this book to get some concrete ideas on how to see results. Dave's philosophy of caring and kindness really has inspired me to act in a positive manner as I seek results. This was well written and genuine.
1 of 1 people found the following review helpful
4.0 out of 5 stars Well written and worth reading 7 Feb. 2014
By Maria M. Cadwallader - Published on Amazon.com
Format: Kindle Edition Verified Purchase
Dave Carroll's book is one I recommend to anyone who wants to use social media to make a difference. It's an easy read full of good suggestions. Especially recommend this for teens and young adults -- you don't have to be powerless; your voice can count.

The Kindle version includes links to free downloads of Carroll's music.
1 of 1 people found the following review helpful
4.0 out of 5 stars Enjoyable read 30 Nov. 2012
By TFrey - Published on Amazon.com
Format: Kindle Edition Verified Purchase
I picked this up as a <$5 Kindle book before a flights and it was overall and enjoyable read - only 4 stars because by the time I got to the end it felt like the story was a bit more drawn out then necessary. Also a valuable read for anyone learning about Social Media.

I'd recommend to anyone that chooses to read to take a few moments to first re-watch the viral video - then watch the others as they are discussed in the book.
3 of 3 people found the following review helpful
5.0 out of 5 stars Brilliant book breaks boundaries! 4 Oct. 2012
By D. MacMullin - Published on Amazon.com
Format: Kindle Edition Verified Purchase
Dave did a smash up job in this book. Not just a great full story of a phenom that most of us witnessed, but heartfelt teaching and guidance.

This, I hope, will be a book to be included in business schools around the world. To say I am surprised, would be an understatement! I truly enjoyed this book.
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