Dave Carroll Sings Popular Song ‘United Breaks Guitars’ (VIDEO)

[ 0 ] April 26, 2012 | Dave Carroll

In 2008, Dave Carroll boarded a United Airlines flight after checking his $3500 Taylor guitar. Poor handling by the flight’s crew caused irreparable damage to the instrument. Carroll petitioned the airline to pay for the wreckage and after they declined, he took to YouTube to post a music video about the company’s poor customer service.

We were lucky enough to get a live performance from Dave Carroll, Canadian singer and songwriter. Dave’s is performing his popular song, “United Breaks Guitars,” for us. Hear that and more in our interview below. Warning: this catchy song will be in your head all day and keep you laughing.

KELLY HAYES: That was great. Kelly Hayes here with Dave Carroll, the great musician. But also now social media innovator as a result of what happened to you and your experience with United. How has your life changed?DAVE CARROLL: Well, it’s gone crazy. I’ve been a full time musician for nearly 20 years, and this happened, and it just elevated the exposure. Musicians, for most of your career, you’re trying to get people to want to hear your stuff, and 150 million people worldwide have heard my story now because of this song. And so many of them have become fans of the music. And I’ve also become a keynote speaker on anything having to do with social media, branding, or customer service.KELLY HAYES: Certainly not the intent, though. You went into this as a musician, you wrote a song about something that you felt. Was the genuine nature of your song and lyrics what captured people?DAVE CARROLL: It was. I think there’s a few reasons. I incorporated humor. I had $150 budget to do the first video, and everybody came in and volunteered, and that’s why I was able to pull it off. But the song was written from the heart, it told the story just as it happened, and I did it out of frustration, as a frustrated consumer. And I think that’s what really people key in on, is the fact that everyone can relate to it.KELLY HAYES: Now this was two years ago, right?DAVE CARROLL: July 2009.KELLY HAYES: So not quite two years, and over 150 million people have now seen the video. What lesson is there for corporations in dealing with customers out of your story?DAVE CARROLL: Well I think we’re living in a different age than even five years ago. Because of social media now, people have access to share their voice. So companies needs to not only realize that, but they need to embrace social media, because it’s an opportunity to engage your customers, and give them an opportunity to give you the feedback you need to run your business. It’s not something to fear, but at that level, you do need to fear it, if nothing else, because if you ignore your customers, you can get bitten this way.KELLY HAYES: So you’re here at South by Southwest not just to sing a song, but also to address the people. Tell us a little bit about that.DAVE CARROLL: I’m working with Right Now Technologies. We’re doing a thing tomorrow at 12:30, a core conversation, talking about the social hotline. And we’re going to have a whole bunch of people in there to just share a conversation, and we’ll talk about what are some of the things you need to worry about, and how social media is an opportunity.KELLY HAYES: You’re still writing music, still singing songs?DAVE CARROLL: Oh very much so. I’ve been writing up for the last year, and about to release another solo CD, I’m still touring, and offers are coming in from places I didn’t expect.KELLY HAYES: You play Austin as well?DAVE CARROLL: I’ve never played Austin.KELLY HAYES: Perhaps there’s an opportunity here too.DAVE CARROLL: I’d love to play Ausin.KELLY HAYES: Terrific. Dave Carroll, thank you do much, congratulations, we’ll look forward to hearing your talk here.DAVE CARROLL: Thanks a lot.

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Tags: Austin, Canada, Chevy Volt ReCharge Lounge, Dave Carroll, genConnect, Kelly Hayes, singer, Social media, songwriter, SXSW, Texas, United Airlines, United Breaks Guitars

Category: SXSW2011, Videos, Views on the News

About Dave Carroll: In song, Canadian singer/songwriter Dave Carroll captures elusive shades of shadow and light. His latest CD, Perfect Blue is much more than a balance of introspective songs and rollicking rhythms; it is a culmination of [...]
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Dave Carroll Sings Popular Song ‘United Breaks Guitars’ (VIDEO)

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