CX Storytime, Tales from the Customer Journey Russel Lolacher
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Stories of your customers on their journey, and how they build or break relationships with companies like yours. Host Russel Lolacher shares real customer experience case studies in a 1950s radio drama narration style with modern tips and analysis. Born from The Upsell.com Blog, The CX Storytime Podcast: Tales from the Customer Journey presents true customers' stories including the impacts of their customer experiences, followed by valuable strategies on engagement and retention to help you get ahead in building your online business or enhancing your brick and mortar store. Discover how the customer service experience is an emotional experience for your new, current and future customers and the steps you can take or the ideas you can think about to establish trust and long-term relationships by better serving your customers and your bottom line. Russel is a customer communications advocate and believes whether you are serving in store, over the counter, on Twitter, Facebook, Instagram, and social media, through podcasting, books and ebooks, online courses or any other point in a customer journey, communicating and connect with humanity is key.
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Big Leadership Moments Must Be Earned Through Small Gestures
In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher highlights the importance of prioritizing small gestures before big moments at work. Big events at work are great. It's an opportunity to bring everyone together, connect in new ways, hear from leadership, have presenters sharing new ideas. They're awesome. But without a foundation built through small gestures and regular connection, these efforts will ring hollow. And further hurt the...
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Great Leaders Know Change Does Not End Great Relationships
In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher asks us to maintain relationships even through significant change.Change is a part of the work world, whether it's as big as a merger or reorganization of a company or as traditional as moving teams or getting a new job. Great leaders understand that relationships are integral to the employee experience so we have to keep nurturing those connections even if our environments change. Russel p...
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How Leadership Needs to React to a Tragedy Test
In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher explores how leadership should and shouldn't respond to tragedy from their teams.Not so long ago, Russel experienced a personal tragedy, which inspired his curiosity on how leaders and workplace cultures handle those moments. He provides real-world examples of good and bad experiences before highlighting some of the steps great leaders take to pass this tragedy test. Join us as we dis...
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Leadership Lessons from Workhuman LIVE
In this episode from the Relationships at Work podcast, communications and leadership nerd (and host) Russel Lolacher provides a recap of attending Workhuman LIVE in Austin and his favourite takeaways.Russel shares the future of work leadership from Brene Brown, the lessons Baratunde Thurston learned when he discovered his mom wasn't perfect, the importance of intention and impact with considering A.I., how Issa Rae embraces fit for herself and her colleagues, and the frustration of hav...
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Finding Belonging for the LGBTQIA+ Community at Work
In this episode of Relationships at Work, Russel chats with executive coaches and consultants John Volturo and Peter Gandolfo on the challenges faced by the LGBTQIA+ community at work and steps needed to be more inclusive.John and Peter share their thoughts, stories and experience with...The challenge of the rainbow glass ceiling.Who is responsible for diversity and equity in an organization.What to look for and do to ensure an organization was LGBTQ+ supportive before applying.How organizati...
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Stop Dismissing Dismissive Language
In this episode of Relationships at Work, communications and leadership nerd (and host) Russel Lolacher shares a story of how dismissive language can happen at work and how we can stop using it.Russel tells the story of how leaders can dismiss employees, even when those employees are being honest and vulnerable, and what that dismissal can actually communicate to the larger organization.Curiosity and awareness can be incredibly helpful in preventing leaders from being dismissive and better su...