Shows
The Rainmaking PodcastTRP 269: Blind Spots of Rainmakers with Gavin SharpeIn this episode of The Rainmaking Podcast, Scott Love interviews Gavin Sharpe, former lawyer, global legal search firm CEO, and now performance and leadership coach, to discuss the blind spots of rainmakers. Gavin explains that blind spots are unconscious behaviors others see but we often miss—like interrupting, failing to delegate, or hiding vulnerability. Left unchecked, these blind spots create limiting assumptions such as “I’m not a natural rainmaker” or “asking for help is weakness,” which can undermine success and stall growth.
Gavin shares how lawyers’ personalities and the pressures of perfectionism often reinforce these blind spots, creatin...
2025-09-1829 min
Scott G Gibson StoriesLost Little Penguin 🐧 by Tracey Corderoy and Gavin ScottIn this episode, I’m joined by Jonathan to read Lost Little Penguin by Tracey Corderoy and Gavin Scott.
2025-01-2810 min
iDesign Lab: The Design Podcast with Tiffany & Scott WoolleyGavin Robin: Coloring Outside the Lines, Journey to Creative Excellence with DAMN GOOD AgencySend us a textWe’re excited to welcome Gavin Robin, the dynamic founder and Creative Principal of DAMN GOOD Agency, a trailblazer in the world of marketing and branding for nearly 35 years. Hailing from South Africa, Gavin's creative journey took him through the vibrant streets of Toronto, San Francisco, and Miami before he planted his roots in Delray Beach. Known for his bold, unconventional approach to problem-solving, Gavin has built a diverse team of visionaries dedicated to pushing creative boundaries and elevating brands across various industries—from luxury goods to nonprofit organizations. With a hands-on leadership styl...
2024-12-111h 00
Awakening Potential Show by Karen RudolfAwakening Leadership: Gavin Scott's Journey to Staying OutstandingQuote by Gavin Scott: "Why would you live an ordinary life when you could live the life of your dreams?"
In this episode of the Awakening Potential Podcast, Karen Rudolf welcomes Gavin Scott, an inspirational leader and speaker known for his outstanding approach to life.
Gavin shares his remarkable journey from a successful real estate career to becoming a motivational speaker dedicated to helping others awaken their potential.
He discusses his awakening moments, the challenges he faced, and how he harnessed his inner strength to create the Stay Outstanding program.
2024-08-0637 min
Sweet Home Santa Barbara with Scott WilliamsInterview with Gavin PalmerGavin Palmer, owner of VirTour Media, the leading real estate media provider in Santa Barbara County. Gavin shares insights into his work, providing high-quality marketing materials including professional photography, videos, virtual tours, and more. Scott, who has worked with Gavin extensively, discusses how VirTour Media has expanded his real estate marketing capabilities. The conversation delves into common mistakes homeowners make when marketing their properties and the importance of professional media in the competitive real estate market. We explore emerging trends in real estate technology, highlighting the dedication and innovation behind VirTour Media's success. Scott Williams Berkshire...
2024-05-1718 min
Songcraft: Spotlight on SongwritersEp. 218 - GAVIN ROSSDALE of Bush ("Glycerine")SUMMARY:Bush front man Gavin Rossdale joins to chat about the band's first career-spanning compilation as he looks back on all the classic songs. PART ONE:This is a long one that covers Scott's eyewitness account of the Rock & Roll Hall of Fame induction ceremony, Paul's experience at U2's Sphere show, and the guys' thoughts on new music from the Rolling Stones and the Beatles. PART TWO (28 minute mark):Our in-depth conversation with Gavin RossdaleABOUT GAVIN ROSSDALE:As the lead vocalist, guitarist, songwriter and founder of the ba...
2023-11-141h 23
100 Breaths with Gavin McGaheyShifting Reality: How Beliefs and Perceptions Transform Our Lives with Scott Robinson,The Brain GuyIn this thought-provoking episode, our host, Gavin McGahey, sits down with Scott Robinson, an expert in neuroscience and transformational coaching. They delve into the nature of beliefs, the impact of trauma, and the interconnectedness of all things. Scott shares his insights on how individuals can shift their perspectives to achieve a more peaceful and fulfilling life by recognizing the illusions they may be holding onto.Time Stamps:[00:00] - Introduction to Scott Robinson[05:35] - The brain's role in trauma and beliefs[10:55] - Trauma as a projection of a b...
2023-05-081h 27
The Profitable Cleaner#78 From Good to Great: Elevating Your Janitorial Business with Operational Success Ft. Gavin Scott-Miller & Mike WardIn this episode, we had the pleasure of having two operations experts in the industry as guests: Gavin Scott-Miller & Mike Ward. Both of them started as cleaners in the industry and have worked their way up to become Director of Operations and Operations Manager, respectively, at Zoe Facility Services.These two experts shared their insights and experiences in achieving operational excellence for a janitorial company. We discussed the importance of having clearly defined processes, measurable KPIs, and effective communication channels in place to ensure that the company runs smoothly and efficiently. Additionally, we talked about the benefits...
2023-03-0245 min
Customer Service Gold Dust PodcastEp88: Some Top 2022 Moments of Gold DustThis compilation has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined firstly by Gregorio Uglioni - a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast.Next, we hear Gavin share a wonderful exercise to help you focus on achieving your most important goals on a regular basis - the perfect time to revisit it with the end of the year approaching.Finally, Gavin is joined by Hrushi Kulkarni - a Certified CX Practitioner who discusses various...
2023-01-0430 min
Customer Service Gold Dust PodcastEp87: Gold Dust Archive - Customer Success Strategies with Ryan NoakesThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined by Ryan Noakes.Ryan is a Customer Success Manager for EMEA and the US at SAI360.We hear him discuss the importance of understanding the nuances of LinkedIn; he explains what Customer Success really means to him and why it has been such a core component of the bigger picture; and how, despite his tender age, he became "One To Watch".------You can find Ryan online...
2022-12-0736 min
Customer Service Gold Dust PodcastEp86: Gold Dust Archive - Riding the Waves with Natasha Ratanshi-SteinThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined by Natasha Ratanshi-Stein.Natasha is the Founder of Surfboard.We hear her describe how she came up with the idea for Surfboard and what solutions it aims to provide; the reason behind aiming to bring more humanity to issues like scheduling; and why the opportunity was there to offer a more refined and collaborative piece of technology in the CX industry.------You can find Natasha online...
2022-11-3030 min
Customer Service Gold Dust PodcastEp85: Gold Dust Archive - Bright Ideas with Karl SandlandThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined by Karl Sandland.Karl is the Founder and Chief Experience Officer at BrightCX LTD.We hear him discuss the importance of companies rediscovering the human touch in a post-COVID landscape; how a recent interaction with twocontrasting companies highlighted how to deal with a customer - butalso how to turn them off; and why asking what animal someone considersthemselves to be can act as a wonderful...
2022-11-2338 min
Customer Service Gold Dust PodcastEp84: Gold Dust Archive - Constant Improvement with Rob MoonThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon.Rob has years of experience training and is the Director of Rob Moon Training.We hear him highlight various ways to improve the experience between execs and customers; why the triangle between customer service, sales and marketing is so vital; and how software can enable training even if you are working from home.------You can find Rob online...
2022-11-1631 min
Customer Service Gold Dust PodcastEp83: The Art of Listening with Alison BoyleWelcome to Episode 83 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Alison Boyle.Alison is an author, marketing strategist and funnel expert.We hear her talk about her initial experiences in customer service and what they taught her; why real listening is the most important aspect underpinning so many customer-facing roles; and how vital copy is to getting across your message to the right audience.------You can find Alison online at:LinkedInWebsiteLA Marketing Website
2022-11-0930 min
Customer Service Gold Dust PodcastEp82: Gold Dust Archive - Think Wow with Rebecca BrownThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined by Rebecca Brown.Rebecca is the Founder and Lead Consultant at Think Wow.We hear her discuss the journey of starting up a new CX business in lockdown and why, in some ways, the timing was beneficial; how CX is such a crucial part of customer service and the ways in which businesses can leverage it for their benefit; and why the issue of bullying is so close to her heart...
2022-11-0232 min
Customer Service Gold Dust PodcastEP 81: Gold Dust Archive - The Benefits of Mystery Shopping with Elaine LeeThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is once again joined by Elaine Lee.Elaine is the Managing Director of ReynoldsBusbyLee.We hear her talk about how mystery shopping can be beneficial in both quantitative and qualitative scenarios; give some examples where companies have been made to realise customer pain points in the ordering process; and why it's so crucial to know who your customers are in order to cater to them effectively.------You can...
2022-10-2638 min
Customer Service Gold Dust PodcastEP 80: Gold Dust Archive - Conquering Mediocrity with Jamie ThorpeThis has been dug out of the Customer Service Gold Dust archive for your listening pleasure...In this episode, Gavin is joined by Jamie Thorpe.Jamie is a CX, Research and Engagement Professional - and the Head of Experience Management at Ipsos MORI CX.We hear him pinpoint why priorities are always an essential part of any roadmap; when mediocrity is the thing to be feared - not digitisation; and the tangible benefits of communicating with customers during The Credit Crunch.------You can find Jamie online at:
2022-10-1937 min
Customer Service Gold Dust PodcastEP 79: Gold Dust Archive - A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James DodkinsThis has been dug out of the Customer Service Gold dust archive for your listening pleasure...In this episode, Gavin is joined by James Dodkins.James is a Speaker, Author and Customer Experience Rock Star.We hear him discuss his journey from award-winning guitarist in a heavy metal band to becoming a CX evangelist; he highlights how much of today's organisational structure is still based on a potentially outdated theory from 250 years ago; and why focusing on the needs of the customer instead of just their wants should lead to long-lasting success.
2022-10-1230 min
Behind The Facade - Real Estate InvestingHow to Buy Distressed Debt - a Conversation with Scott CarsonEpisode 129 - this week I am delighted to introduce my guest Scott Carson from Austin, Texas who is involved in the buying of distressed mortgage debt. It would be a mistake to miss this super interesting and informative episode - I hope you enjoy! Learn about Scott - https://weclosenotes.com/ Scott's YouTube Channel - https://www.youtube.com/c/WeCloseNotes/ Contact Gavin about the latest Mastermind intake - hello@behindthefacadepodcast.com Take the Property Investor Readiness Test https://eliteproperty.scoreapp.com/ Connect with and learn more about Gavin here...
2022-10-1155 min
Customer Service Gold Dust PodcastEP 78 - Gold Dust Archive - Digital Transforming CX with Diane MagersThis has been dug out of the Customer Service Gold dust archive for your listening pleasure...In this episode, Gavin is joined by Diane Magers. Diane is the Founder and Chief Experience Officer at Experience Catalysts.We hear her describe her journey from clinical psychology to CX, and why tough questions played such a key role; the reasons why organisations that have effectively digitally transformed are so far ahead of the competition; and the link between "YOLO" culture and the "Great Realignment".------You can find Diane online at:
2022-10-0525 minCustomer Service Gold Dust PodcastEp77: My Top Moments of Monologue MagicWelcome to Episode 77 of The Customer Service Gold Dust Podcast.In this episode, we take the opportunity to revisit some special moments from a selection of Gavin's wonderful monologues over the first 75 episodes.Some of the topics include: how to make a conversation feel easy; the importance of demonstrating curiosity; providing a world class welcome; and an exercise in staying memorable.------FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business...
2022-09-2837 minCustomer Service Gold Dust PodcastEP 76: My Top 5 Moments of Gold DustWelcome to Episode 76 of The Customer Service Gold Dust Podcast.In this episode, we take the opportunity to revisit 5 special moments from some incredible guests that have joined the podcast over the first 75 episodes.So join us in this trip down memory lane and thanks to all the amazing guests and listeners who have helped in making the show so special thus far.------FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker...
2022-09-2128 min
Customer Service Gold Dust PodcastEpisode 75: Scaling Customer Service Quickly and Effectively with Luba ChudnovetsWelcome to Episode 75 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Luba Chudnovets.Luba Chudnovets is Co-Founder and CEO of Cordless.We hear her talk about her fascinating experience at (then) start-up bank, Monzo and what it taught her about Customer Service; why voice should always have a place for customers; she highlights the technologies available to help agents identify common pressing concerns; and why she values problems as an opportunity rather than a hindrance.------You can find Luba Chudnovets online at:
2022-09-0740 minCustomer Service Gold Dust PodcastEP 74: UK Customer Experience Awards 2022Welcome to Episode 74 of The Customer Service Gold Dust Podcast.This episode is dedicated to the upcoming Awards International 'UK Customer Experience Awards 2022' event that is taking place in October.So have a listen, and if you're interested in attending or being a judge, go to https://cxa.co.uk/ to find out more. You can also get in touch with Tamara Memedovic for further information here: https://www.linkedin.com/in/tamara-memedovic-147b6b222/------ FeedSpot - 30 Best Customer Service Podcasts...
2022-08-2407 min
Customer Service Gold Dust PodcastEP 73: How Efficient Package Tracking Can Help Customer Service with Irina PoddubnaiaWelcome to Episode 73 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Irina Poddubnaia.Irina is Founder of TrackMage.We hear her talk about what made her create a more efficient packing tracking solution; the ways in which it can help alleviate the burden on the Customer Service department; and she shares three key tips for improving the connection to the customer through better communication.------You can find Irina online at:LinkedInTrackMage WebsiteTrackMage Free...
2022-08-1725 min
Customer Service Gold Dust PodcastEP 72: Cyber Security vs Customer Experience with Aaron PainterWelcome to Episode 72 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Aaron Painter.Aaron is CEO of Nametag.We hear him talk about his initial journey into CX and why it made such a difference to his career path; how his family having their online identities stolen made him want to solve a problem for both customers and service reps; and why the opportunity for improving this issue could lead to a better and more trusting online experience all around.------You can...
2022-08-1034 minCustomer Service Gold Dust PodcastEP 71: Are You On Purpose?Welcome to Episode 71 of The Customer Service Gold Dust Podcast.In this episode, Gavin poses an intriguing question: "Are you on purpose?"He elaborates on the difference between living a life 'on' purpose - as opposed to letting life happen to you. He also shares a close and fascinating story about having purpose in your life, and why it's so crucial to getting you out of bed each morning, ready to face the world with a renewed sense of vigour.------ FeedSpot - 30 Best Customer Service Podcasts
2022-08-0313 min
Customer Service Gold Dust PodcastEP 70: How To Rearrange Your CX Life with Claire BoscqWelcome to Episode 70 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Claire Boscq.Claire is a CX Expert, Keynote Speaker and the Creator of BizShui™.We hear her talk about her journey through various CX roles and why she became so passionate about it; the benefits of mystery shopping and how she realised it could be applied to other areas; and how Feng Shui can be such a powerful ally - especially to those working from home.------You can find Claire online at...
2022-07-2737 min
Brain Health - Unchaining Your PainHow to Stay Outstanding with Gavin ScottGavin Scott joins Dr. Ruth Allan on the 42nd Episode of Brain Health: Unchaining Your Pain and 2nd episode in series 3. Gavin is a born entrepreneur with a passion for startup and scale up. He has over 25 years real estate experience in investment and developmentOver the years Gavin has discovered that mindset is everything. Now, that might sound obvious, but it is! You see, the number of awoken minds are very few in realityWhilst acknowledging mindset is key, it is absolutely different from utilising, influencing, impacting and effecting great change, for yourself, your...
2022-07-251h 05
Customer Service Gold Dust PodcastEP 69: Cruising Through Customer Service with Al HughesWelcome to Episode 69 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Al Hughes.Al is a Head of Contact Centre & Contact Centre Leader.We hear him talk about why he's so passionate about the industry and where he developed his deep love for customer service; share examples of what leadership should - and shouldn't - look like in contact centres; and highlight a particular moment when his team took the initiative to make him immensely proud.------You can find Al online at:
2022-07-2036 minCustomer Service Gold Dust PodcastEP 68: The Importance of Giving ComplimentsWelcome to Episode 68 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about the magic of giving compliments.He elaborates on some interesting examples of how giving compliments can make customer service fun and fluid - whether you're the agent or the customer.------ FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to d...
2022-07-1309 min
Customer Service Gold Dust PodcastEP 67: Contact Center Secrets with Matt BeckwithWelcome to Episode 67 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Matt Beckwith.Matt is a Director of Customer Experience and 'The Contact Center Geek'.We hear him talk about a particular habit he developed that has helped sharpen his Contact Center sword; the importance of looking beyond basic average handling time metrics; and why voice will likely never die out - but may merge with digital even more in the years to come.------You can find Matt online at:
2022-07-0629 minCustomer Service Gold Dust PodcastEP 66: Getting the Little Things Right in Customer ServiceWelcome to Episode 66 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about the importance of getting the little things right.He elaborates on a fascinating example of how one little thing can make all the difference - and how you can take that energy into your own customer service world with three useful steps.------ FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by Gavin Scott, an inspirational andentertaining Professional Speaker, facilitator and trainer using
2022-06-2911 minCustomer Service Gold Dust PodcastEP 65: Best Ever Customer Service in the Hospitality IndustryWelcome to Episode 65 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about various examples of brilliant customer service in the Hospitality Industry.He discusses how research indicates that the first 12 words of any encounter determine much of that all-important first impression - along with some illuminatingstories about how great customer service can be.------ FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by Gavin Scott, an inspirational andentertaining Professional Speaker, facilitator and trainer usingbusiness s...
2022-06-2211 minCustomer Service Gold Dust PodcastEP 64: Creating Customer D.E.L.I.G.H.T!Welcome to Episode 64 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about the various ways in which you can create "D.E.L.I.G.H.T" for your customers.He discusses the various steps behind the acronym "D.E.L.I.G.H.T", with the 7 steps of the how to achieve it - along with some fascinating stories along the way to illustrate the points.------ FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by G...
2022-06-1514 minCustomer Service Gold Dust PodcastEP 63: Developing Your MindsetWelcome to Episode 63 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about the various ways in which you can develop your mindset for success.He discusses what mindset actually means; the 4 steps of the ladder to shaping it; the importance of never giving up; and why it's such a crucial foundation to everything we do.------ FeedSpot - 30 Best Customer Service Podcasts------This podcast is hosted by Gavin Scott, an i...
2022-06-0819 min
Customer Service Gold Dust PodcastEP 62: Telecommuting in the Customer Service Industry with Kate BrouseWelcome to Episode 62 of the Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Kate Brouse.Kate is a Disability Advocate and a Strategic Partnership Manager at NTI (National Telecommuting Institute).We hear her talk about why it's so important for her to turn every interaction she has into a positive one; discuss the key skills that people working in customer service today should have; and why companies are finally coming round to hiring people with disabilities in order to have a more diverse and inclusive workforce.------
2022-06-0135 min
Customer Service Gold Dust PodcastEP 61: The Benefits of Mystery Shopping with Elaine LeeIn this episode, Gavin is once again joined by Elaine Lee.Elaine is the Managing Director of ReynoldsBusbyLee.We hear her talk about how mystery shopping can be beneficial in both quantitative and qualitative scenarios; give some examples where companies have been made to realise customer pain points in the ordering process; and why it's so crucial to know who your customers are in order to cater to them effectively.------You can find Elaine online at:LinkedInWebsite------FeedSpot - 30 Best...
2022-05-2538 min
CX PassportVacay RERUN - The one with all the gold dust - Gavin Scott E32What's on your mind? Let CX Passport know...Your travelin' host will be in Costa Rica so I'm offering up a rerun this week with the amazing Gavin Scott. Enjoy!Get all sorts of Customer Service gold dust from Gavin Scott. Learn about the 5 key areas for delivering great customer service. Gavin, through storytelling and wisdom, shares his gold dust for customer experience and customer service throughout the episode. Understand why storytelling matters...and how grandads tell great stories! Why does the “Next Play or Customer Next...
2022-05-2434 min
Customer Service Gold Dust PodcastEP 60: Location-Planning with Sarah HitchcockWelcome to Episode 60 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Sarah Hitchcock.Sarah is the Co-Founder and Chief Operating Officer at Geolytix.We hear her talk about the importance of open and timely communication with clients; elaborate upon locating-planning and why it can be a vital tool when guarding against cannibalisation; and discuss why awards ceremonies can be a useful reminder of the accomplishments achieved along the way, as well as keep up team spirit.------You can find Sarah online at:
2022-05-1827 min
Customer Service Gold Dust PodcastEP 59: Riding the Waves with Natasha Ratanshi-SteinWelcome to Episode 59 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Natasha Ratanshi-Stein.Natasha is the Founder of Surfboard.We hear her describe how she came up with the idea for Surfboard and what solutions it aims to provide; the reason behind aiming to bring more humanity to issues like scheduling; and why the opportunity was there to offer a more refined and collaborative piece of technology in the CX industry.------You can find Natasha online at:LinkedIn...
2022-05-1130 min
Customer Service Gold Dust PodcastEP 58: Rick DeLisiWelcome to Episode 58 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Rick DeLisi.Rick is an Author and Lead Research Analyst at Glia.We hear him describe what constitutes an "Effortless Experience"; the generational differences and how the next generation of consumers will interact with Customer Service; and deep-diving into various models that could point the way towards a more seamless technological transition within CX.------You can find Rick online at:LinkedInWebsite------...
2022-05-0444 min
Customer Service Gold Dust PodcastEP 57: Think Wow with Dan BrownWelcome to Episode 57 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Daniel Brown.Daniel is the Co-Founder and Commercial Director at Think Wow.We hear him discuss the positive aspects of being nominated and recognised through independent awards ceremonies; the importance of asking for helping when you really need it; and deep-diving into the crucial link between CX and Sales.------You can find Daniel online at:LinkedInWebsite------This podcast is hosted by...
2022-04-2740 min
Customer Service Gold Dust PodcastEP 56: Creating VIP Customer Experience with Carolene MéliWelcome to Episode 56 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Carolene Méli.Carolene is an Experience Strategist/Advisor and was also the Head of VIP Experiences at Cirque du Soleil Entertainment Group.We hear her detail the four key elements that make a truly great and memorable experience; take us behind the scenes of the VIP Experience at Cirque du Soleil, and discuss why curiosity is a surefire pathway to enlightenment.------You can find Carolene online at:L...
2022-04-2039 min
Customer Service Gold Dust PodcastEP 55: Reconnecting The Customer Experience with Mads FosseliusWelcome to Episode 55 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Mads Fosselius.Mads is the CEO & Co-Founder of Dixa.We hear him talk about what he considers to be the key elements of CX in today's day and age; discuss the fascinating Dixa report which contains key statistics about how customer agents are actually feeling; and shed some light on the rising tech trends in customer service.------You can find Mads online at:LinkedIn Dixa Report
2022-04-1336 min
Customer Service Gold Dust PodcastEP 54: Accelerating Your CX Journey with Nate BrownWelcome to Episode 54 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Nate Brown.Nate is the Senior Director of CX at Arise and Co-Founder of CX Accelerator.We hear him describe the origins of his accidental journey into CX; the importance of calling out questionable behaviour within teams; and why putting the customer first will always pay dividends.------You can find Nate online at:LinkedIn Website ------This podcast is hosted by Gavin Sc...
2022-04-0641 min
Customer Service Gold Dust PodcastEP 53: Digitally Transforming CX with Diane MagersWelcome to Episode 53 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Diane Magers.Diane is the Founder and Chief Experience Officer at Experience Catalysts.We hear her describe her journey from clinical psychology to CX, and why tough questions played such a key role; the reasons why organisations that have effectively digitally transformed are so far ahead of the competition; and the link between "YOLO" culture and the "Great Realignment".------You can find Diane online at:LinkedIn
2022-03-3025 min
Customer Service Gold Dust PodcastEP 52: Three Key Things That Will Drive Improvement Onward and Upwards with Jimmy HosangWelcome to Episode 52 of The Customer Service Gold Dust Podcast.In this episode, Gavin is once again joined by Jimmy Hosang.Jimmy is the CEO of TMAC - The Modular Analytics Company.We hear him discuss how scripts are making a return - in combination with artificial intelligence; the statistics behind how agents are actually relying on their own "scripts"; and the three keys things that will drive improvement onward and upwards.------You can find Jimmy online at:LinkedIn Website ------
2022-03-2336 min
Customer Service Gold Dust PodcastEP 51: Predictive Analysis with Hrushi KulkarniWelcome to Episode 51 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Hrushi Kulkarni.Hrushi is a Certified CX Practitioner, Storyteller, Speaker, and Trainer.We hear him discuss how predictive analysis is becoming crucial in various sectors (such as banking) in order to anticipate when a customer is thinking of leaving your company; why the combination of digital and physical data-driven decision making can prove so potent; and why leadership will always be one of the biggest factors in determining how successful a company's CX will be.
2022-03-1632 min
Customer Service Gold Dust PodcastEP 50: Overnight "Celebrity Service" with Geoff RammWelcome to Episode 50 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Geoff Ramm.Geoff is a Customer Service and CX Expert, Speaker, Author and Coach.We hear him discuss why over 400 of his own customer service stories play such a vital role in the coaching sessions and talks he delivers; analyse how some businesses took COVID as an opportunity to let their CX truly shine, and share how "Celebrity Service" can revolutionise customer service for countless practitioners.------You can find Geoff online...
2022-03-0952 min
Customer Service Gold Dust PodcastEP 49: Think Wow with Rebecca BrownWelcome to Episode 49 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Rebecca Brown.Rebecca is the Founder and Lead Consultant at Think Wow.We hear her discuss the journey of starting up a new CX business in lockdown and why, in some ways, the timing was beneficial; how CX is such a crucial part of customer service and the ways in which businesses can leverage it for their benefit; and why the issue of bullying is so close to her heart, leading her to become an advocate...
2022-03-0232 min
Customer Service Gold Dust PodcastEP 48: A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James DodkinsWelcome to Episode 49 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by James Dodkins.James is a Speaker, Author and Customer Experience Rock Star.We hear him discuss his journey from the award-winning guitarist in a heavy metal band to becoming a CX evangelist; he highlights how much of today's organisational structure is still based on a potentially outdated theory from 250 years ago, and why focusing on the needs of the customer instead of just their wants should lead to long-lasting success.------You...
2022-02-2330 min
Customer Service Gold Dust PodcastEP 47: Bright Ideas with Karl SandlandWelcome to Episode 47 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Karl Sandland.Karl is the Founder and Chief Experience Officer at BrightCX LTD.We hear him discuss the importance of companies rediscovering the human touch in a post-COVID landscape; how a recent interaction with two contrasting companies highlighted how to deal with a customer - but also how to turn them off; and why asking what animal someone considers themselves to be can act as a wonderful gateway to finding out their true needs!...
2022-02-1638 min
Customer Service Gold Dust PodcastEP 46: Service Operations with Alec DaltonWelcome to Episode 46 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Alec Dalton.Alec is a Service Operations Advisor and Best-Selling Author.We hear him discuss the importance of understanding why some companies - such as Disney - are so successful at making their guests feel special; the reason why service operations are so vital to any company; and how to make sure that organisations are attenuating their customer-facing language to the right and proper situations.------You can find Alec online at:
2022-02-0944 minCustomer Service Gold Dust PodcastEP 45: Life's Too Short, Do What You Love For A Living!Welcome to Episode 45 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about love, actually.When you love your job, it permeates through every action and leaves a positive, long-lasting impression on the customer. So as Valentine's Day approaches, make sure you put love first.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.To get in-touch with Gavin find him o...
2022-02-0208 min
Customer Service Gold Dust PodcastEP 44: Think Simple Win Big with Doug BennettWelcome to Episode 44 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Doug Bennett.Doug is a Financial Planner, Speaker, Author of "Think Simple Win Big" and the Podcast Host of “Goals Do Come True”.We hear him discuss the importance of setting goals and where his goal-setting habits originate from; he breaks down how S.M.A.R.T goals work, why they are so effective; and how starting small is often a more manageable method.------You can find Doug online at:
2022-01-2634 min
Customer Service Gold Dust PodcastEP 43: Customer Success Strategies with Ryan NoakesWelcome to Episode 43 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Ryan Noakes. Ryan is the Customer Success Manager for EMEA and the US at SAI360. He is included in the #CSones2watch 2022 report by Customer Success Collective.In this episode, we hear him discuss how he leverages Linkedin to his advantage and why you should invest in yourself, get better at speaking & storytelling and why you need to put yourself out there. He also shares what is the difference between account management, customer support and customer s...
2022-01-1936 min
Customer Service Gold Dust PodcastEP 42: How To Show Genuine Interest In Your Customers with Graeme ForbesWelcome to Episode 42 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Graeme Forbes.Graeme is the Founder of Lightbulb Performance Coaching and has been involved in Customer Service throughout multiple positions over many years.We hear him discuss why taking a genuine interest in customers is so vital; how his potential sphere of influence has grown in 2021; and how a phone call with a mortgage company gave him hope when he needed it most.------You can find Graeme online at:...
2022-01-1227 minCustomer Service Gold Dust PodcastEP 41: Acheiving Your Goals in 2022Welcome to Episode 41 of The Customer Service Gold Dust Podcast.In this first episode of 2022, Gavin shares a wonderful exercise to help you focus on achieving your most important goals on a regular basis.It revolves around discovering what your most important 5 goals for the year are - and finding out what your motivation is for each of them.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people ov...
2022-01-0513 min
Customer Service Gold Dust PodcastEP 40: Importance Of Understanding Why Do Customers Complain with Jonathan MantleWelcome to Episode 40 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Jonathan Mantle.Jonathan is the Founding Director of Complaints EQ, and is an expert Consultant in Complaints.We hear him discuss the importance of understanding why customers are complaining in the first place; the reason compensation culture typically provides little long-term benefit; and how the Complaints Team are rarely responsible for an increase in complaints.------You can find Jonathan online at:LinkedIn Website------
2021-12-2948 min
Customer Service Gold Dust PodcastEP 39: Conquering Mediocrity with Jamie ThorpeWelcome to Episode 39 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Jamie Thorpe.Jamie is CX, Research and Engagement Professional and is the Head of Experience Management at Ipsos MORI CX.We hear him pinpoint why priorities are always an essential part of any roadmap; when mediocrity is the thing to be feared - not digitisation; and the tangible benefits of communicating with customers during the Credit Crunch.------You can find Jamie online at:LinkedIn------
2021-12-2337 minCustomer Service Gold Dust PodcastEP 38: An Exercise in Making things MemorableWelcome to Episode 38 of The Customer Service Gold Dust Podcast.In this episode, Gavin shares an incredible exercise to help memorise intentions.It revolves around 550 words about the life and times of Muhammad Ali and how the technique can be applied to anyone within the customer service industry.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.To get in-touch wit...
2021-12-1512 minCustomer Service Gold Dust PodcastEP 37: 5 Tips On How To Create Better Connections With Your CustomerWelcome to Episode 37 of The Customer Service Gold Dust Podcast.In this episode, Gavin shares his 5 tips on how to create better connections with your customer.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.To get in-touch with Gavin find him online or on Social Media at: https://gavinscott.me/https://www.linkedin.com/in/gavinscottltd/
2021-12-0810 min
Customer Service Gold Dust PodcastEP 36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio UglioniWelcome to Episode 36 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni.Gregorio is a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast.We hear him compare the various ways in which CX can be related to football (or soccer); why statistics can be a useful tool but shouldn't overshadow the main goals; and why the term 'Business To Business' is missing the most important element.------You can find Gregorio online at:
2021-12-0130 min
Customer Service Gold Dust PodcastEP 35: How to Improve Customer Satisfaction Using The Service Triangle Approach with Rob MoonWelcome to Episode 33 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon.Rob has years of experience training and is the Director of Rob Moon Training.We hear him highlight various ways to improve the experience between execs and customers; why the triangle between Customer Service, Sales and Marketing is so vital; and how software can enable training even if you are working from home.------You can find Rob online at:https://www.robmoontraining...
2021-11-2431 minCustomer Service Gold Dust PodcastEP 34: Why Effective Listening Is A Crucial Skill Not Only In Work But In LifeWelcome to Episode 34 of The Customer Service Gold Dust Podcast.In this episode, Gavin highlights the importance of effective listening.There are many forms of listening and it's important to understand the different levels to which it can be practised.How do you effectively listen to your customers, whether it is over the phone or face to face? Are you listening to respond or actively listening to what they are saying in order to gain a deeper comprehension of their issue? It's a crucial skill not only in work but in life.
2021-11-1710 min
Customer Service Gold Dust PodcastEP 33: Zero Party Data with Joanna CarrWelcome to Episode 33 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by CX Strategic Advisor, Joanna Carr.Joanna has years of experience within CX and is also a Founding Member of the European Customer Experience Organization (ECXO).We hear her explain what Zero Party Data is; why you should not make iceberg analogies; and how IKEA can tailor the mattress buying process to your needs.------You can find Joanna online at:Website: https://ecxo.org/LinkedIn: https://www.linkedin.com/i...
2021-11-1034 minCustomer Service Gold Dust PodcastEP 32: Providing A World Class Warm WelcomeWelcome to Episode 32 of The Customer Service Gold Dust Podcast.In this episode, Gavin highlights the importance of providing a world-class warm welcome.There is much to learn from man's best friend, in particular the way in which they give the warmest of welcomes every time.How do you welcome your customers, be it over the phone or face to face? Striving to give a proper welcome should be a central tenet of customer serviceitself, and that's the theme of this episode.------This podcast is hosted...
2021-11-0307 min
Customer Service Gold Dust PodcastEP 31: How Mystery Shoppers Can Help Your Business Thrive with Tony MorrisWelcome to Episode 31 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Business Speaker, Sales Trainer and Author, Tony Morris.Tony has trained over 35,000 people through his company Tony Morris International, not to mention written numerous books.We hear him talk about the importance of treating every call as if it were a mystery shopper; why you should be of service and do kind things without expecting anything in return; and how to turn tadpoles into whales.------You can find Tony online at:
2021-10-2738 minCustomer Service Gold Dust PodcastEP 30: The Truth About Right First Time!Welcome to Episode 30 of The Customer Service Gold Dust Podcast.In this episode, Gavin discusses a recent experience he had which reinforced the importance of getting it right the first time.Having recently moved house, the weekly grocery delivery kept getting delivered to the old address... For seven weeks! This meant Gavin had to spend time every week with customer service until it was finally resolved.But what if they had focused on the root cause and taken the time to get it right in the first place? That's the heart of this...
2021-10-2008 min
Customer Service Gold Dust PodcastEP 29: How Loyalty Actually Increases When Customers Invest More Into The CX Relationship With Hege Marie BrownWelcome to Episode 29 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by the Relational Experience Expert, Hege Marie Brown.Hege helps organisations understand the difference that Relational Experience (RX) can make within Customer Experience - and her ultimate goal is to align RX with the field of Design (RXD).We hear her talk about the importance of RX and why it may supersede traditional thinking about the dynamic between companies and customers; why you shouldn't always accept what people are saying at face value; and how loyalty actually...
2021-10-1330 min
Customer Service Gold Dust PodcastEP 28: Why Customer Service May Even Outrank Marketing In Certain Key Metrics with Jonty PearceWelcome to Episode 28 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by the Director of the Call Centre Helper Magazine, Jonty Pearce.Jonty helps organisations understand what Customer Experience best practice should look like through the use of platforms - and following up to make sure it is actually acted upon.We hear him talk about the importance of customer service and why it may even outrank marketing in certain key metrics; the difference of being in rapport and outside of it; and how marking a case as...
2021-10-0632 minCustomer Service Gold Dust PodcastEP 27: Customer Service Mindsets For SuccessWelcome to Episode 27 of The Customer Service Gold Dust Podcast.In this episode, Gavin focuses on customer service mindsets for success.80% of success is down to mindset - only 20% is down to skill. Often it comes down to having a negative, problem-based mindset versus a positive, solution-based one. Choosing to be "world-class" is an underlying principle that will always stand you in good stead.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to...
2021-09-2908 min
Customer Service Gold Dust PodcastEP 26: How to Get Customers to Come Back Again and Again with Shep HykenWelcome to Episode 26 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Leader, Shep Hyken.Shep is a renowned Customer Experience and Service Expert, Keynote Speaker and Best-Selling Author.We hear him talk about the origins of CX and what it has morphed into; the importance of defining success criteria in advance; when to think like the buyer - not the supplier; and why CX is a crucial area that will only continue to grow over the coming years.------You can f...
2021-09-2245 min
Customer Service Gold Dust PodcastEP 25: Understanding Customer Experience and Why It Should Be Kept Simple with Merete MedleWelcome to Episode 25 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Leader, Merete Medle.Merete is the Customer Experience Director of Foodback and has vast experience within the field.We hear her talk about the importance of CX being kept simple and not neglecting the basics; why diversity will only continue to grow in importance, despite the present challenges; what her early experiences as a DJ taught her; and why customer service shouldn't be placed in the second row.------
2021-09-1538 minCustomer Service Gold Dust PodcastEP 24: Demonstrating CuriosityWelcome to Episode 24 of The Customer Service Gold Dust Podcast.In this episode, Gavin talks about the importance of demonstrating curiosity.As youngsters, we asked questions all the time but that curiosity often subsides for one reason or another. When it comes to customer service, it frequently pays dividends to be curious and take a genuine interest in the caller, as well as their request. This is where "TED Questions" can be incredibly useful.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer...
2021-09-0809 min
Customer Service Gold Dust PodcastEP 23: How Customer Experience Can Lead To The Sustained Growth Of Your Business Chloe WoolgerWelcome to Episode 23 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by CX Commercial Director, Chloe Woolger.Chloe helps organisations understand what Customer Experience best practice should look like through the use of platforms - and following up to make sure it is actually acted upon.We hear her talk about the importance of a CX vision throughout the whole company; why the role of women in tech will only continue to grow in importance, despite the present challenges; and how the pandemic may have changed expectations of...
2021-09-0134 min
Customer Service Gold Dust PodcastEP 22: How To Deliver An Effortless And Memorable Service To All Your Customers with Jacqui TurnerWelcome to Episode 22 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by the Customer Service 'Dancing Queen', Jacqui Turner.Jacqui is a specialist in Customer Service and Team Leader Training. We hear her talk about the importance of staying present when talking to customers; how one call changed her entire outlook on active listening and multi-tasking; and why coaching should be accessible to all employees at every level of an organisation.------You can find Jacqui online at:https://www.linkedin.com/in/jacqui-turner-trainerhttps://turnercorner.co.uk/
2021-08-2547 min
Customer Service Gold Dust PodcastEP 21: How Putting Customers First Can Help Improve Your Bottom Line with Nicholas ZeislerWelcome to Episode 21 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Fractional Chief Customer Office and CX Strategist, Nicholas Zeisler.Nicholas is extremely passionate about convincing organisations to improve their CX without simply associating it with the end result of higher potential income. We hear him talk about the importance of systems; why customer service and customer experience frequently target two entirely different areas; and when improving CX systems doesn't always lead to improved revenues.------You can find Nicholas online at: https://www.linkedin.com...
2021-07-2839 min
Customer Service Gold Dust PodcastEP 20: The 8 Key Traits Of an Effective Customer Experience LeaderWelcome to Episode 20 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Global Customer Experience Specialist, Christopher Brooks.Christopher is the MD of Clientship CX. We hear him talk about the 8 traits which can revolutionise CX; why open sharing of knowledge is the way forward; and how the forthcoming Customer Experience World Games got started.------You can find Christopher online at: https://www.linkedin.com/in/christopher-brooks-1425b7a/https://www.limetropy.com/the-customer-experience-world-games/------This podcast is hosted by Gavin...
2021-07-2157 minCustomer Service Gold Dust PodcastEP 19: How To Create An Emotional Connection In Todays WorldWelcome to Episode 19 of The Customer Service Gold Dust Podcast.In this episode, Gavin takes another deep dive into some of the topics discussed by recent guests, including how to go about creating an emotional connection with our customers.We take a look at some pertinent examples from companies such as Amazon, with their reputation for incredibly fast delivery; BMW, with a wonderful breakdown service called BMW Assist; and why it's important to crystallise which emotions you want your customers to feel.------This podcast is hosted by Gavin Scott...
2021-07-1409 minCustomer Service Gold Dust PodcastEP 18: Language - The Importance of Making A conversation Feel EasyWelcome to Episode 18 of The Customer Service Gold Dust Podcast.In this episode, Gavin takes a deeper dive into some of the topics discussed by recent guests, including the importance of language.Making the conversation feel easy is crucial when talking to customers, and small positive changes in the words we use can make a massive difference to everyday interactions.------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to...
2021-07-0712 min
Customer Service Gold Dust PodcastEP 17: How a Great Customer Experience Can Grow Your Bottom Line with Rick DentonWelcome to Episode 17 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by the Managing Principal of EX4CX, Rick Denton.Rick helps Customer Experience executives create impactful ROI through their VOC and CX values. We hear him talk about Bug Boards and why complaints are 'gold dust'; why surveys can be useful but not the 'be all and end all', and why turning CX into 'fun' can transform the entire outlook.------You can find Rick online at: https://www.linkedin.com/in/rickdenton/https://www.ex4...
2021-06-3038 min
Customer Service Gold Dust PodcastEP 16: Top Tips On How to Better Understand The Customer Experience with Jeff SheehanWelcome to Episode 16 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Advisor, Jeff Sheehan.We hear Jeff talk about his various experiences with Customer Experience; how the multiple companies he worked for helped illuminate a path towards better understanding Customer Experience; and the challenges when trying to complete a book.------You can find Jeff online at: https://www.linkedin.com/in/jeffsheehandublin/------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business...
2021-06-2346 min
Customer Service Gold Dust PodcastEP 15: Find Out What Is The Most Effective Way to Boost Contact Centre EfficiencyWelcome to Episode 15 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Contact Centre Consultant, Nerys Corfield.We hear her talk about her various experiences with Customer Service; how senior management listening in to calls can help immensely; and why an external consultant with a fresh set of eyes (and ears) can make such a difference.------You can find Nerys online at:https://www.linkedin.com/in/neryscorfield/------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator...
2021-06-1640 min
Customer Service Gold Dust PodcastEP 14: How Important Is Customer Experience To Success In Business with Jonathan DanielsWelcome to Episode 14 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Specialist and fellow author, Jonathan Daniels.We hear him talk about how he identified a lack of Customer Experience focus in Brussels as an opportunity ripe for picking; how Agile methodologies are becoming ever more prevalent over time; and why the impact on customers is just as important as the growth of a company.------You can find Jonathan online at:https://www.linkedin.com/in/jdaniels-cx/------This podcast...
2021-06-0940 min
Customer Service Gold Dust PodcastEP 13: Why Human Connection in a Post-Pandemic World Will Only Rise in Importance with Garry GormleyWelcome to Episode 13 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Contact Centre Specialist, Garry Gormley.We hear him talk about how his first job at McDonald's gave him some excellent "takeaways"; how Contact Centres are becoming ever more crucial over time; and why human connection in a post-pandemic world will only rise in importance.------You can find Garry online at:https://www.linkedin.com/in/garry-gormley-fism-the-contact-centre-specialist/https://www.fabsolutions.co.uk/------This podcast is hosted by Gavin Scott, an inspirational and...
2021-06-0236 min
Customer Service Gold Dust PodcastEP 12: How the Appropriate Technology can Play a Vital Role in Customer Service with Justin RobbinsWelcome to Episode 12 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Researcher, Justin Robbins.We hear him talk about how the appropriate technology can play a vital role in customer service; the difference between 'customer service' and 'customer experience'; and what he's learned about the paradox of choice.------You can find Justin online at:https://www.linkedin.com/in/justinmrobbins/------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports...
2021-05-2637 min
Customer Service Gold Dust PodcastEP 11: Compassion in a time of COVID-19: Building Lasting Customer Relationships by Active Listening with Sarah SargentWelcome to Episode 11 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Customer Experience Director, Sarah Sargent.We hear her talk about how the pandemic has brought more empathy when servicing the more vulnerable; the importance of applying active listening to every customer interaction; and what she learned about customer service from her delivery man!------You can find Sarah online at:https://www.linkedin.com/in/sarahjsargent/------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer...
2021-05-1736 min
Customer Service Gold Dust PodcastEP 10: How to Elevate your Brand and Attract New Customers using Customer Journey Mapping with Jim TincherWelcome to Episode 10 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Jim Tincher, the Founder, CEO and Journey Mapper-In-Chief of Heart of the Customer.We hear him talk about how Journey Mapping is going to play an increasingly important role over the next 5 years; what he learned about putting customers first without alienating higher management; and why the complaints process can be enjoyable - yes, enjoyable!------You can find Jim online at:https://www.linkedin.com/in/jimtincher/https://heartofthecustomer.com/------
2021-05-1235 min
Customer Service Gold Dust PodcastEP 09: An Innovative Approach to Customer Service Can Build Unbreakable Bonds with Customers- Interview with Richard ChristieWelcome to Episode 9 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Richard Christie, the Head of Customer Success at The Skills Network. We hear him talk about how customer service has played an increasingly important role during the pandemic; why he was able to navigate the past year with empathy, ultimately leading to success; and why cookies can help retain customers and forge an unbreakable bond!------You can find Richard online at: https://www.linkedin.com/in/richard-christie-8a260222/------This podcast is hosted...
2021-05-0539 min
Customer Service Gold Dust PodcastEP 08: Taking Analytics and Data Science Back to Basics with Jimmy HosangWelcome to Episode 8 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Jimmy Hosang, the CEO at TMAC - The Modular Analytics Company. We hear him expand upon the role of Artificial Intelligence within customer service, and how sometimes, there are more effective methods of increasing value within a customer base. Jimmy also explains what might be important in a post-pandemic landscape, and why a chatbot isn't always the best way of interfacing with customers. He highlights how the right use of tech and data is only going to become more crucial...
2021-04-2837 min
Customer Service Gold Dust PodcastEP 07: Bringing The Voice of your Customers into your Boardroom and Working Practices with Elaine LeeWelcome to Episode 7 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Elaine Lee, the co-founder of ReynoldsBusbyLee. Elaine gives a vital link from the customer directly into the boardroom. Often, honest feedback never reaches the top of a company - Elaine explains how it can help change the entire culture into a more customer-centric one. This can ultimately change the fortunes of misfiring business, as well as giving a better experience to the customer.------You can find Elaine online at: https://www.linkedin.com/in/elaine-lee-8080742/ReynoldsBusbyLee's...
2021-04-2132 min
Customer Service Gold Dust PodcastEP 06: Inner Workings of an Award Winning Customer Relationship Manager with Carol BurgessWelcome to Episode 6 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Carol Burgess, the Head of Service Management at Alphabet GB. Carol gives a fascinating glimpse into the inner workings of a leading Business Mobility corporation; the ways in which Next Issue Avoidance can proactively keep you two steps ahead; and how empathy has become a truly transformative way to actively listen to customers.------You can find Carol online at:https://www.linkedin.com/in/carol-burgess-aa82a284/Alphabet GB's website is:https://www.alphabet...
2021-04-1428 min
Customer Service Gold Dust PodcastEP 05: How To Nurture A Company Culture with Gerry DaviesWelcome to Episode 5 of The Customer Service Gold Dust Podcast.In this episode, Gavin is joined by Gerry Davies. Together, they give some incredible insight into the recent history of customer service; the most transformative technologies; and how to nurture a company culture in order to stave off against employee attrition.------You can find Gerry online at https://www.linkedin.com/in/gerrydavieslondon/------This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator, and trainer using business success, sports experience, and a genuine ability to...
2021-04-0722 min
Customer Service Gold Dust PodcastEP 02: Insights Into Virtual Customer Service with Kayle RattiganIn this episode, I’m joined by Kayle Rattigan, Head of Customer Service at Sky Betting & Gaming. We talk about Kayle’s introduction to customer service, starting in a hair salon, how not to overcomplicate customer service, Kayle’s hiring strategies putting personality over qualifications, and the adaptation to ‘online’.Kayle shares some really invaluable insight into virtual customer service, looking at the tone of voice in messages, how to engage with staff virtually and his thoughts on whether robots will take over customer service, and his experience using automated customer service products.This podcast is hosted...
2021-03-3130 min