26 episodes
CX Storytime, Tales from the Customer Journey Russel Lolacher
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- Business
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5.0 • 3 Ratings
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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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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 organizations can support the creation of ERGs (employee resource groups).How remote work can be supportive of diversity and inclusion.Why the language and phrases we use matter in relation to inclusivity.The ingredients to a successful ERG to support LGBTQ+.Why listening sessions and who is included is so vital.
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For more, go to relationshipsatwork.ca
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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 supporting those they are in charge of. Russel breaks down how we can take steps to avoid a dismissive communication style.
If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca
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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 remote team to the larger culture.If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca
If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca
Connect with me for more great content!
Sign Up for R@W Notes Follow on Linkedin Follow on Instagram Subscribe on Youtube Email me anytime -
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 improving the organization.The vital role of continuous learning.Where to start in obtaining power and influence at work.If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca
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The Right and Wrong Ways to Pursue Power at Work
In this episode of Relationships at Work, Russel chats with author and leadership coach-mentor Dr. Stephen Barden on how we can learn to balance power to improve the workplace and the dangers of its misuse.
Stephen 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 improving the organization.The vital role of continuous learning.Where to start in obtaining power and influence at work.If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca
Connect with me for more great content!
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CX Storytime Becomes Frontline Feedback, Stories from the Employee Journey
Same style, same tone, new focus - the employee!
Relationships at Work presents Frontline Feedback - Stories from the Employee Journey.
Host and storyteller Russel Lolacher shares the real story of Compassion So Counterfeit.
In this inaugural tale, we’ll hear the story of Sally, one in which she shares a moment of an outreached hand and a possible safe space for vulnerability but it only leads to shattered confidence and inept leadership.
We’ll wrap it up by digging into the emotional impacts that may not be obvious and then the lessons we can take away from this story that can help us build a better culture for our employees.
Subscribe to Relationships at Work for more where ever you listen to podcasts!
If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca
Connect with me for more great content!
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Customer Reviews
Customer Experience Storycraft
Well considered stories and well edited finished content are just the beginning. I found myself wanting to wrangle Russel to speak to my neaighbors nearvous and yappy dog. If anyone had the dulcet tones needed to calm the little mongrel, it would most certainly be Russel. Easy, breezy listening, and a real sense of the Customer Experience "ground game" that businesses of all stripes can draw parallels to.
One Problem - It's Addictive
This is the most entertaining CX content available. Russel tells compelling stories about service failures and pivots into an educational space where he explains how companies can align themselves to achieve service excellence. Whether you’re a business leader looking for helpful content or just in the mood for a great story, Russel delivers. This is thoughtfully executed, thought provoking, and fun -- not to mention a little addictive!
If you want to up your customer service game, while being highly entertained, you NEED this podcast!
Storytelling entertainment at its finest — with an educational twist! Russel weaves clever and poignant tales through every episode to capture the listener and drive home the point that we all have a role to play in the customer experience. Whether you have your own business, are employed (in any industry) or simply have experienced these situations yourself as customer, CX Storytime will make you laugh, cringe and marvel at how much impact day-to-day interactions can have on each one of us. Great take-away lessons for the business-hearted, and a lovely frame to experience Russel's thoughtful guidance through the customer journey.