It was not Omar Al Mukhtar who introduced the Arab Spring to Egypt but a Google executive, Wael Ghonim, whose campaign on Facebook and the famous #Jan25 tweet that undermined Hosni Mubarak’s political regime in Egypt. Similarly, it was not a management consultant who shaped customer service benchmarks at United Airlines but a YouTube video released by Dave Carol and his band, earning more than 150,000 views for his song about how United Airlines broke his guitar during a transit from Chicago to Omaha.