CX Storytime, Tales from the Customer Journey
Business & Economics Podcasts
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.
Location:
Canada
Description:
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.
Twitter:
@russlol
Language:
English
Episodes
Leadership Lessons from Workhuman LIVE
4/29/2024
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 having insight you can't use.
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Duración:00:13:30
Finding Belonging for the LGBTQIA+ Community at Work
8/14/2023
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...
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Duración:00:46:28
Stop Dismissing Dismissive Language
8/3/2023
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.
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Duración:00:09:38
Creating and Respecting Culture in a Remote Work World
7/31/2023
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...
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If you enjoy the podcast, please subscribe and share with others.
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Duración:00:46:17
How to Solve Employee Apathy in the Workplace
7/25/2023
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...
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Duración:00:50:32
The Right and Wrong Ways to Pursue Power at Work
7/18/2023
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...
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Duración:00:51:48
CX Storytime Becomes Frontline Feedback, Stories from the Employee Journey
9/14/2022
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.
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Duración:00:13:55
Sneak Peek of Relationships At Work - the Employee Experience and Workplace Culture Podcast
1/12/2022
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 research. All to help you learn how best to approach your staff, coworkers, colleagues and day to day life.
In this episode, Russel talks to plain language advocate Leslie O'Flahavan on how simplifying your communication can improve your workplace connections.
Listen and subscribe wherever you listen to podcasts.
https://relationshipsatwork.buzzsprout.com/
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Duración:00:35:57
When Stress Meets Service
12/9/2018
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 wrapped in a bundle of frayed nerves.
We’ll wrap it up by digging into the emotional impacts, the lessons you can take from this story to help your business and the universal truth to live by.
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Duración:00:13:19
Two Ears, One Mouth, Zero Service
11/5/2018
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 the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:11:52
A Service Tier Too Far
10/29/2018
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 customer experience could drive someone away to competitors, by making it more difficult than it needed to be, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:13:51
The High Price of Canopy Coverage
10/22/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The High Price of Canopy Coverage.
In this tale, we’ll hear the story of Jack and his search for a canopy for his pickup truck, his experience with various dealers and how one business responded when the prices differed widely, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:11:40
The Couch with Abandonment Issues
10/14/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Couch with Abandonment Issues.
In this tale, Today…we’ll hear the story of Todd, who was planning with his wife Vanessa and their children to move into a new beautiful home. Following delivery information he found on a wholesaler’s website, he was planning to enjoy a new furniture set with his new house. The wholesaler and the delivery service hand other plans, including abandonment and avoidance, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:14:02
The Crooked Path to a Tattoo
9/30/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Crooked Path to a Tattoo.
In this tale, Jeremy is enjoying a beautiful, exotic vacation with his girlfriend Bree. To mark the occasion, he decides to get a tattoo only for that experience to take more turns than anyone expected. Listen to hear how one customer experience could end an epic vacation on a low note and the small business that wouldn't let that happen, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:13:57
Have Wine, Might Travel
9/16/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of Have Wine, Might Travel.
In this tale, Paul and Clarissa travel to wine country to relax and enjoy some downtime. They want to visit the local wineries but know how stressful it is trying to get more than a few bottles back home.
What's an airline's role in the tourist's customer experience? Listen to the couple's story to learn how Pacific Coastal Airlines sees their involvement in the couple's experience, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:11:50
The Jilted Jewelry Store
9/11/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Jilted Jewelry Store.
In this tale, Joan really wanted a necklace she'd seen in the window of a local jewelry store boutique, only to encounter a business who wasn’t as excited to see her.
Listen to her story to learn how the assumptions of a staff member can not only lose a sale, but also the future business of a customer, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:11:27
The Man Who Should Not Move
9/3/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Man Who Should Not Move.
In this tale, David wanted to try out the craft beer of a local brew pub when he was struck by the intolerance of others and the shocking response of a brewpub manager. The tale starts from the pub floor and travels to a social media forum where it becomes a spectator sport.
Listen to his story to learn how the actions of a restaurant manager can represent the entire business online and off, having possibly big impacts on the bottom line, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:12:43
A Dish Bear-ly Served Cold
8/26/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of A Dish Bear-ly Served Cold.
In this tale, Robert and Deborah set out on a last minute road trip after their initial plans fall through. Their local adventures don't go as planned and they've all but resigned themselves to a ending their trip with a feeling of disappointment when they come across Baby Bear's Ice Cream Shoppe.
Listen to their story to learn how a small business in a small town can have big impacts on their customer's experience, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:13:05
The Disappearing Digits
8/21/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Disappearing Digits.
In this tale, Paul and Lynn buying a used computer from their son, Joe. Though comfortable with technology, computers frustrate the couple so when put in a position to have to update a software as a service (SAAS) security protection, their customer experience took an unexpected turn. The expected, turned to the unexpected as they worked to protect their computer.
Listen to their story to learn how a SAAS company failed, hiding from their customer, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:12:17
A Delivery Most Foul
8/13/2018
Customer Experience Storytime host and storyteller Russel Lolacher shares the story of A Delivery Most Foul.
In this tale, David and Anna are looking to establish their new home with a new mattress and washer and dryer set. After going to their local department store and being provided an amazing level of service, the experience changed dramatically. Will this Jekyll and Hyde tale end happily or will the dark side of delivery prevail?
Listen to their story to learn how a department store and its delivery service could get in their own way, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward.
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Duración:00:13:59