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Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business by Ted Schadler, Josh Bernoff

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3. peer influence analysis

Stop me if you’ve heard this one.

A guy walks onto a plane in Halifax, Nova Scotia, in the spring of 2008. He’s a musician starting a tour through Nebraska. He checks his guitar.

Later that day, as he’s getting on the connecting flight in Chicago, he hears a woman say “My God, they’re throwing guitars out there.” And sure enough, the baggage handlers are heaving musical instruments around like sacks of potatoes.

By now, many of you have figured out that the guy is Dave Carroll and the airline is United. If you know the story, you know that Dave Carroll went from being a not-very-well-known local musician to being about as empowered as one guy can get.

The base of Dave’s $3,500 Taylor guitar was smashed.1 United’s baggage ...

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