Be on the Right Side of Right

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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 nothing inappropriate, I had run the course in United’s “customer service maze” and that the airline’s policies were designed in a such a way as to frustrate and wear people down. Being on the Right Side of Right infers a responsibility on both the customer and the business whose services they are buying.

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Statistical Insignificance

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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 to the number of satisfied customers or uneventful interactions that they are statistically insignificant (a.k.a., “not worth worrying about”). Read more

What is your customer experience story?

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Watch my keynote at TEDxHoboken

2010 ECMA Fan’s Choice Awards – Voting Now Open

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2010 East Coast Music Association (ECMA) Fan’s Choice Awards Voting now open
Submitted by Dave on Thu, 01/21/2010 – 22:43.
Great News! As part of the 2010 East Coast Music Awards in Sydney Cape Breton, fans are now able to cast their vote for their Favourite Music Video as well as their choice for Favourite Artist.
You can cast your vote for United Breaks Guitars as the 2010 ECMA (East Coast Music Association) Fan’s Choice Video of the Year Award here.
You can also cast your vote for Dave Carroll as the 2010 ECMA Fan’s Choice Award for Favourite Artist here.
Dave is nominated for the 2010 East Coast Music Award for Entertainer of the Year. You can read more about his nomination in the news section of this website.
The ECMA’s will be handed out March 7th, 2010 in Cape Breton

Great News! As part of the 2010 East Coast Music Awards in Sydney Cape Breton, fans are now able to cast their vote for their Favourite Music Video as well as their choice for Favourite Artist.

You can cast your vote for United Breaks Guitars as the 2010 ECMA (East Coast Music Association) Fan’s Choice Video of the Year Award here.

You can also cast your vote for Dave Carroll as the 2010 ECMA Fan’s Choice Award for Favourite Artist here.

Dave is nominated for the 2010 East Coast Music Award for Entertainer of the Year. You can read more about his nomination in the news section of this website.

The ECMA’s will be handed out March 7th, 2010 in Cape Breton.

Dave Carroll to Speak at BRITE Conference

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Special Guest Appearance: Dave to present and perform at BRITE Conference. View full details at BRITEConference.com

Right Now and Dave Carroll Make Network News

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For Immediate Release

RightNow Raises the Bar for Customer Experience, Consumer Empowerment and
Cloud Computing at Annual Summit
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Countdown to Song 3

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Hi Everyone!

I wanted to update you on what has happened over the past month. First and foremost, in response to the devastating earth-quake in Haiti, like many people, I have felt compelled to do what I can to help with the relief efforts. To that end, I have performed in several fundraising events here in Nova Scotia, on my own and with Sons of Maxwell. We continue to keep the people of Haiti, and the rescue workers who have come to their aid, in our thoughts and prayers and encourage you to continue to do what you can to help as well. Assistance will be needed for a long time to come. Read more