28 episodes
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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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...
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Creating and Respecting Culture in a Remote Work World
In this episode of Relationships at Work, Russel chats with leadership development consultant Janet Livingstone on creating connection and culture with remote and hybrid teams.Janet shares her thoughts, stories and experience with...The challenges created by remote and hybrid work.Is resistance to remote work generational?The connection of mental health and remote work.Where to start when learning to engage with remote workers.Why connection is so key for remote teams.How do you connect a rem...
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How to Solve Employee Apathy in the Workplace
In this episode of Relationships at Work, Russel chats with keynote speaker, consultant and analyst Justin Robbins on addressing employee apathy in the workplace - as a leader, as an organization and as an individual.Justin shares his thoughts, stories and experience with...The definition of power.How authority and influence play a role in power.Why "leading from the front" is nonsense.How power can prevent an organization from innovating.Why understanding power balance is key to improv...