CX Storytime, Tales from the Customer Journey

(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 dimi...

(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, an...

(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.

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For more, go to relationshipsatwork.ca

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(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 i...

(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...

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.  Duration: 00:06:53

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...

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 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. 

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For more, go to relationshipsatwork.ca...

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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For mo...

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...

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...

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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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...

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...

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...

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 co...

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 un...

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. 

If you enjoy the po...

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 s...

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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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 strateg...

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 ta...

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 a...

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 mov...

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...

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 w...

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 t...

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 e...

CX Storytime host and storyteller Russel Lolacher shares the story of The Time that Retail Forgot.

In this tale, Susan wants nothing more than to find a jean skirt that fits her. After finally getting to a place where she has what she wants, the only obstacle in her way is the policy of a retail store and their ability to accommodate. Will Susan get what she wants or will the company policy prevail? Listen to her tale to learn how a store could get in the way of her retail therapy, then we will explore what...

CX Storytime host and storyteller Russel Lolacher shares the story of The Anti-Social Socialite.

In this tale, Kyle is excited to learn more about social media and to understand how he's doing in this field. After purchasing a book that promised what he was looking for, he soon learned that appearances are often deceiving. When the product didn't live up to expectations, Kyle took it upon himself to track down an answer. The experience was not one he had expected.  Follow Kyle's journey to connect with the anti-social socialite, then we will explore what were the emotional im...

CX Storytime host and storyteller Russel Lolacher shares the story of Never too Proud for Pinenuts.

In this tale, Cindy and Linda are tackling their work stress by enjoying some comfort and consistency at a local restaurant. Unfortunately, the resident chef throws a possible wrinkle into their world. How will wait Ryan respond? Once we get an answer to that question, we will explore what were the emotional impacts to his actions and the actions or strategies you can take to move your customer relationships forward. 

If you enjoy the podcast, please subscribe and share w...

CX Storytime host and storyteller Russel Lolacher shares three stories of When Shame Came to Town.

In this multi-tale podcast, we hear the stories of Roger, Heather and the couple of Joseph and Darcy, each looking to get what they paid for: a movie, a piece of lingerie and a gourmet pizza. Little did they they know that each of them, in their own way, would feel the sting of shame from business owners.  And once these tales are over, we will explore how each customer felt based on these actions and discover the steps or strategies yo...

CX Storytime host and storyteller Russel Lolacher shares the story of The Bird and the Baggage.

In this tale, Don is going through an emotional experience, something not only impacting him bus his relationship with his wife. As a customer looking for empathy and assistance from a local business, he got more than he bargained for from Dirty Bird Truck Removal. And once this tale is over, we will explore how Don felt based on these actions and discover the steps or strategies your business can take to move your customer relationships forward. 

If you e...

CX Storytime host and storyteller Russel Lolacher shares the story of The Woman Who Was Told Differently.

In this tale, Clare has returned to a local mechanic to learn the current status of her beloved vehicle. What was told to her on this visit vs her initial visit may shock and astound you. And once this tale is over, we will explore how Clare felt based on these actions and discover the steps or strategies your business can take to be better. 

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For m...

Host Russel Lolacher introduces the CX Storytime Podcast.

The customer experience is an emotional experience. Through narrative storytelling of customer experience case studies, the CX Storytime podcast host Russel Lolacher will provide entertainment, education and inspiration on how businesses can build better long-term customer relationships, inspire loyalty and improve retention.

As customer expectations continue to grow while brand trust drops, discover new ways of thinking and discuss strategies to ensure your business or non-profit is an organization customers want to make friends with.

If you enjoy the podcast, please subscribe and share with...