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to becoming a CX evangelist; he highlights how much of today's organisational structure is still based on a potentially outdated theory from 250 years ago, and why focusing on the needs of the customer instead of just their wants should lead to long-lasting success.

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You can find James online at:

LinkedIn

Instagram

 Website

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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/

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 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!

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You can find Karl online at:

LinkedIn

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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/

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 sure that organisations are attenuating their customer-facing language to the right and proper situations.

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You can find Alec online at:

LinkedIn

Website

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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/

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 effective; and how starting small is often a more manageable method.

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You can find Doug online at:

LinkedIn

 Website

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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/

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 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 success. 

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You can find Ryan online at:

LinkedIn

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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/

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 how a phone call with a mortgage company gave him hope when he needed it most.

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You can find Graeme online at:

LinkedIn

 Email: [email protected]

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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/

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.

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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/

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 the Complaints Team are rarely responsible for an increase in complaints.

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You can find Jonathan online at:

LinkedIn

 Website

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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/

Welcome 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.

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You can find Jamie online at:

LinkedIn

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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/