CX Storytime, Tales from the Customer 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...

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 he...

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 fr...

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...

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 c...

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 actio...

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...

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 n...

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? List...

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 b...

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...

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 B...

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. Th...

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 w...

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 prevai...

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 upo...

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...

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 ow...

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 ex...

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 o...

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 ex...