Customer Service Gold Dust Podcast

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...

Welcome 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 Podca...

Welcome 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 t...

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...

Welcome 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 ceremo...

Welcome 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 a...

Welcome 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 poi...

Welcome 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...

Welcome 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 Solei...

Welcome 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 r...

Welcome 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 ca...

Welcome 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...

Welcome 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 tha...

Welcome 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...

Welcome 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 trul...

Welcome 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 f...

Welcome 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 t...

Welcome 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...

Welcome 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...

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...

Welcome 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...

Welcome 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 spea...

Welcome 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 ho...

Welcome 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 ins...

Welcome 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...