CX Storytime, Tales from the Customer Journey

Aug 14 2023 12

CX Storytime, Tales from the Customer Journey Podcast artwork

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.

Subscribe on Podcast Addict

Finding Belonging for the LGBTQIA+ Community at Work

Aug 14 2023 46 mins

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 or

Stop Dismissing Dismissive Language

Aug 03 2023 9 mins

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 organiz

Creating and Respecting Culture in a Remote Work World

Jul 31 2023 46 mins

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 sta

How to Solve Employee Apathy in the Workplace

Jul 25 2023 50 mins

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&quo

The Right and Wrong Ways to Pursue Power at Work

Jul 18 2023 51 mins

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 nons

CX Storytime Becomes Frontline Feedback, Stories from the Employee Journey

Sep 13 2022 13 mins

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

Sneak Peek of Relationships At Work - the Employee Experience and Workplace Culture Podcast

Jan 12 2022 35 mins

Check out this sneak peek episode of the new podcast RELATIONSHIPS AT WORK - the Employee Experience and Workplace Culture Podcast.Host Russel Lolacher will be discussing important employee engagement, leadership, workplace culture, communication and related topics as it relates to the employee experience. He'll be chatting with amazing guests and digging into the latest resea

When Stress Meets Service

Dec 09 2018 12 mins

Customer Experience Storytime host and storyteller Russel Lolacher shares the story of When Stress Meets Service. In this tale, we’ll hear the story of Louis, who in a fit of stress and procrastination, forgot to solve a problem that would cost him more money than he was comfortable spending. We’ll hear about how his service provider chose to address Louis and his problem wrapp

Two Ears, One Mouth, Zero Service

Nov 04 2018 10 mins

Customer Experience Storytime host and storyteller Russel Lolacher shares the story of Two Ears, One Mouth, Zero Service. In this tale, we’ll hear the story of Colin and Renee. A couple doing what many couples do, go out to eat. This time however, it left them feeling like their needs didn’t matter and with a bad first impression of a new city. Then we will explore what were th

A Service Tier Too Far

Oct 29 2018 12 mins

Customer Experience Storytime host and storyteller Russel Lolacher shares the story of A Service Tier Too Far. In this tale, we’ll hear the story of Sarah. A woman trying to advance her event-driven side hustle with an online ticketing and management system, only to learn their service is not geared towards helping the customer and their ticket holders. Listen to hear how one cus