When Dave Carroll Saw His $3,500 Taylor Guitar Being Tossed

Multiple Choice

When Dave Carroll saw his $3,500 Taylor guitar being tossed around by baggage handlers at Chicago O'Hare International Airport, he spent nine months trying to reach an acceptable resolution with the airline. Carroll published a video on YouTube called "United Breaks Guitars" that earned more than 19 million views, and United coincidentally saw a $180 million drop in market valuation. This example illustrates _____________.

A) The importance of insuring baggage when flying
B) The fact that catchy YouTube videos perform better than talking heads
C) The holes in customer service at airports
D) The power of individuals to confront large powerful organizations on social media