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CX Storytime, Tales from the Customer Journey

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Rating
★★★★★
5
from
3 reviews
This podcast has
42 episodes
Language
English
Explicit
No
Date created
2018/07/15
Latest episode
2026/01/29
Average duration
9 min.
Release period
45 days

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.

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Podcast episodes

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Gen Z at Work: The Leadership Wake-Up Call
2026/01/29
(From the Relationships at Work podcast) Are Gen Z’s workplace demands really the problem, or is it leadership's resistance to change?  In this episode, we break down common stereotypes about Gen Z and reveal how adaptability, transparency, and inclusivity can transform generational challenges into opportunities for growth. Maybe the real question isn’t about them—it’s about us. 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
The Leadership Trap: Why 'Working Leaders' Fail to Lead
2026/01/22
(From the Relationships at Work podcast) In this episode, we dive into the hidden dangers of the "working leader" mindset and its impact on organizations.  Why do so many leaders get bogged down in tasks, leaving no space for strategy, vision, or empathy? We explore how this approach leads to burnout, inefficiency, and short-term thinking—and what organizations can do to redefine leadership for long-term success.  Tune in for practical solutions to empower leaders to truly lead. 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
Leaders Will Disappoint – And That’s Okay
2026/01/15
(From Relationships at Work podcast)  Leadership is messy because leaders are human.  In this episode, we explore how to navigate the inevitable disappointments of leadership—whether as the one leading or the one being led. From missed expectations to tough decisions, we'll unpack why these moments happen, how to build trust through self-awareness and accountability, and how to foster understanding and compassion for the leaders around us.  Let’s focus on growth, connection, and the shared journey of becoming better. 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
Beyond the Checkbox: Building a Leadership Learning Plan That Lasts
2026/01/08
(From the Relationships at Work podcast) In this episode, host Russel Lolacher tackles  the pervasive issue of "checked-box leadership" in leadership training — when organizations send employees to leadership programs without a strategic plan for continued growth.  Education and professional development are vital, but without follow-up, support, and real opportunities to apply new skills, they become wasted efforts. We'll share stories like the HR professional who left a conference inspired but unsure how to implement her newfound knowledge back at the office. Join us as we outline actionable steps to move beyond ticking boxes, including providing ongoing coaching, setting measurable goals, fostering peer learning communities, and integrating leadership skills into performance evaluations.  Let's explore how organizations and leaders can truly invest in their teams' development, turning initial training into a stepping stone for continuous growth. 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
Spotting the Signs: How to Recognize Employees Who Feel Undervalued
2025/12/29
(From the Relationships at Work podcast) In this episode of Relationships at Work, host Russel Lolacher shares key insights and observations about one of the most common challenges in the workplace—employees feeling undervalued.  We highlight the critical signs leaders should be aware of, from disengagement to burnout, and offer practical steps to address these issues. Join us as we explore how to create a culture where every team member feels appreciated and motivated to contribute to the bigger vision. 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
Unlocking Moral Imagination: Leadership Beyond Assumption
2025/12/22
(From the Relationships at Work podcast)  In this episode, we dive into the concept of moral imagination as an antidote to the arrogant assumptions that can easily creep into leadership. Inspired by Jacqueline Novogratz's book Manifesto For A Moral Revolution, we explore how leaders can envision a more just and inclusive future by embracing humility, empathy, and authenticity. We'll discuss practical steps for developing moral imagination, from building trust to challenging the status quo, and how these actions can shape a healthier, more equitable workplace for everyone. 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
Leadership Checkin - Being Aware of Our Arrogant Assumptions
2025/12/15
(From the Relationships at Work Podcast) In leadership, even the best-intentioned among us can fall into the trap of making assumptions, often without realizing it. This week, we’re diving into a common leadership pitfall: the arrogant assumption. Inspired by Jacqueline Novogratz's Manifesto for a Moral Revolution, I explore how these assumptions can impact our teams, business relationships, and organizational culture. From dismissing ideas without consideration to believing we know better than others, these assumptions communicate an unintended arrogance. We’ll break down ten common ways this behavior can show up, how it diminishes innovation and psychological safety, and why it's crucial to replace arrogance with curiosity and moral imagination. I’ll also share some of my own leadership moments where assumptions got in the way of growth. We all want to lead well, but it’s vital to align our intentions with our impact. In a future episode, we’ll explore practical ways to address assumptions, but first, don’t miss our special 200th episode celebration next week! See you then! 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
Are Your Values Still Yours? A Leadership Gut Check
2025/04/10
(From the Relationships at Work podcast) You’ve defined your values. But are you still living them — or just assuming you are? In this episode of Relationships at Work, we unpack the overlooked side of values in leadership. Not the usual “define your top five” — but the deeper, messier question of alignment. Are your values still showing up in how you lead, decide, and interact? Or have they quietly drifted out of sync with your environment… and yourself? This episode explores how to test your values at work, why misalignment sneaks up on us, and how self-awareness and situational awareness play a critical role in staying grounded as a leader. Because living out of sync with your values doesn’t just affect you — it erodes trust, clarity, and the culture you’re trying to build. 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
Is Leadership Broken? Redefining Leadership for Future Success
2024/12/09
(From the Relationships at Work podcast) Is the traditional leadership culture broken? In this episode, we explore the fractured state of leadership from the executive level to emerging leaders. Learn why organizations reward productivity over people skills and discover how leaders at every level can take control and redefine what leadership truly means for a thriving workplace culture. Empower yourself to become the leader your team needs. If you enjoy the podcast, please subscribe and share with others. For more, go to relationshipsatwork.ca And connect with me for more great content! 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
Beyond the Quick Fix: Tackling Leadership’s Root Problems
2024/09/28
(From the Relationships at Work podcast) Are you tired of surface-level solutions to deep-seated workplace issues?  In this episode, we dive into why traditional reactions like reprimanding a bad boss or throwing pizza lunches at disengaged employees only address symptoms, not the disease. Discover how focusing on root causes—like toxic cultures, poor management practices, and systemic flaws—can lead to genuine, lasting change. We’ll explore real examples, from high turnover to low engagement, and share actionable strategies like Root Cause Analysis and data-driven decision-making to help leaders dig deeper and create a truly impactful workplace. Stop the quick fixes and start making a real difference. 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
Leading with Truth: Embracing ‘I Don’t Know’
2024/09/20
(From the Relationships at Work podcast) In a world where leaders often feel pressured to have all the answers, it’s easy to fall into the trap of faking it. But what if the real power of leadership lies in admitting when you don't know?  In this episode, we tackle the toxic advice many leaders receive—lie if you don’t know—and why embracing vulnerability is the key to building genuine trust. Discover practical steps for handling the unknown with integrity, the impact of transparent communication on your reputation, and how owning your truth sets the standard for a healthier workplace culture. It's time to redefine leadership—one honest conversation at a time. 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
Knowing Where We Stand: The Key to Shaping Our Work Culture
2024/09/12
From the Relationships at Work podcast Before you can build the work culture you envision, do you truly understand the culture you have now? In this episode of Relationships at Work, we explore the importance of taking a hard look at your current organizational environment before setting future goals. Using real-life examples, we discuss why leaders often fail to transform their teams and how tools like employee surveys, cultural audits, and direct observation can provide the crucial insights needed to bridge the gap between where you are and where you want to be.  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
Big Leadership Moments Must Be Earned Through Small Gestures
2024/05/27
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 workplace culture. Russel provides real-world examples of why that effort matters and the benefit it can have on the entire organization.  Join us as we discuss.  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
Great Leaders Know Change Does Not End Great Relationships
2024/05/20
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 provides real-world examples things we can do to ensure our relationships at work remain strong and resilient in the workplace. Join us as we discuss.  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 Leadership Needs to React to a Tragedy Test
2024/05/09
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 discuss.  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

Podcast reviews

Read CX Storytime, Tales from the Customer Journey podcast reviews


5 out of 5
3 reviews
★★★★★
PixelHoundSF 2018/08/30
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 ne...
★★★★★
HKH. 2018/07/25
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 ...
★★★★★
Danielle — The Story Midwife 2018/07/18
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 lis...
check all reviews on apple podcasts

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