Academic and Research Interest in United Breaks Guitars

Joseph L. Rotman School of Management: Case Study on “United Breaks Guitars” by David Dunne, adjunct professor of marketing, Rotman School of Management January 11, 2010 Harvard Business Review: Case study on “United Breaks Guitars“ by John Deighton, Leora Kornfield Jan 6, 2010 University of North Carolina – School of Journalism and Mass Communications: Master

Everyday Heroes and Paramedics

“Everyday Heroes” is roughly one month old as I write this blog, and I’ve decided that I should address what has amounted to one negative comment per day about my video and what it depicts. Although I have received countless emails from grateful Paramedics since the release of the video, all of the criticism has

‘Everyday Heroes’ – Story Behind the Song

In a world where broken promises are common place, when it counts most, there are people willing to help strangers because they gave their word. The essence of ‘Everyday Heroes’ is about these individuals keeping their promise – to respond, regardless of the unknown risks that may await them.

Submission to Forrester Groundswell Awards: Social Impact category

Dave Carroll Music / Big Break Enterprises have submitted an entry to the Forrester Groundswell Awards, in the Social Impact category. You can find Dave’s entry about how he created a viral music video trilogy (United Breaks Guitars) and website Right Side of Right, empowering frustrated passengers & frustrated consumers around the world, along with

Tanner’s Wheelchair Repaired

August 5th, 2010 I’ve been touring in Maine all week and have not been as connected to the news as I normally am. So by the time I heard about Tanner, the boy who’s $15,000 wheelchair was broken by Air Canada, the airline had already taken measures to remedy the situation. Considering the nature of

United Leaves a Woman who is Blind Locked in Plane

May 14, 2010 I was just forwarded this link reporting that Jessica Cabot, a woman from Vancouver who is blind, was left behind and locked inside a United plane upon landing in Chicago. She was accidentally discovered by maintenance workers shortly after.

Sears Did The Right Thing

So there I was this Monday having breakfast with my folks at a local restaurant when my Mom told me that the new stove she had bought from Sears was not the one she thought it was when it was delivered and installed. What she was expecting was a stove with a convection oven and

United Breaks Guitars Three: The Finale

United Breaks Guitars Three: The Finale It’s been just under 8 months since the release of United Breaks Guitars and with the release of UBG 3 I’ve kept my promise to write, record and make 3 videos about my customer experience with United Airlines. My goal in committing to this project was to place the

Be on the Right Side of Right

Welcome to the RSR inaugural blog. I thought I might share a few ideas about what I think being on the Right Side of Right entails and welcome your feedback as part of this discussion. One of the main reasons United Breaks Guitars was successful was that it was so clear that I had done

Statistical Insignificance

Written By Dave Carroll Published November 25th, 2000 in Adweek One of the most annoying concepts far too many companies embrace when it comes to customer service is that of “statistical insignificance.” Their goal: “Get it mostly right, most of the time,” so that the number of customer service failures are so few in comparison