CX Storytime, Tales from the Customer Journey Wed, 04 Mar 2026 15:07:29 -0500 https://www.russellolacher.com/ en © 2026 CX Storytime, Tales from the Customer Journey yes 96a9206a-d0f2-574c-ae5e-b62b726fce13 Russel Lolacher episodic false 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.

]]> Buzzsprout (https://www.buzzsprout.com) Russel Lolacher https://storage.buzzsprout.com/qnmic9yjj1wfnephrv39zqy9d82r?.jpg CX Storytime, Tales from the Customer Journey https://www.russellolacher.com/ Russel Lolacher Stop Babysitting, Start Leading - A Leadership Mindset Shift Stop Babysitting, Start Leading - A Leadership Mindset Shift (From the Relationships at Work podcast)

Ever felt like you’re "babysitting" your team instead of leading them? You’re not alone. Many leaders hit a point of frustration, but that feeling is a signal—an opportunity for reflection and growth. 

In this episode, we explore why some leaders feel this way, what it says about their leadership approach, and, most importantly, how to shift from micromanaging to mentoring. Learn actionable steps to empower your team, foster accountability, and redefine your leadership mindset. Because great leadership isn’t about control—it’s about trust, coaching, and clarity.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> (From the Relationships at Work podcast)

Ever felt like you’re "babysitting" your team instead of leading them? You’re not alone. Many leaders hit a point of frustration, but that feeling is a signal—an opportunity for reflection and growth. 

In this episode, we explore why some leaders feel this way, what it says about their leadership approach, and, most importantly, how to shift from micromanaging to mentoring. Learn actionable steps to empower your team, foster accountability, and redefine your leadership mindset. Because great leadership isn’t about control—it’s about trust, coaching, and clarity.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-18358419 Thu, 26 Feb 2026 05:00:00 -0500 488 full false Beyond Quick Fixes: Leading with Long-Term Vision Beyond Quick Fixes: Leading with Long-Term Vision (From the Relationships at Work podcast) 

Leaders often fall into the trap of short-term thinking, sacrificing employee growth and trust for immediate results. 

In this episode, we dive into why being "too busy" is no excuse for neglecting your team’s long-term potential. Discover how quick fixes can backfire, leading to turnover, disengagement, and a toxic culture—and explore the transformative power of intentional, strategic leadership. Learn actionable steps to shift from band-aid solutions to meaningful investments that build trust, engagement, and a thriving workplace. If you’re ready to stop managing symptoms and start curing the disease, this episode is for you.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> (From the Relationships at Work podcast) 

Leaders often fall into the trap of short-term thinking, sacrificing employee growth and trust for immediate results. 

In this episode, we dive into why being "too busy" is no excuse for neglecting your team’s long-term potential. Discover how quick fixes can backfire, leading to turnover, disengagement, and a toxic culture—and explore the transformative power of intentional, strategic leadership. Learn actionable steps to shift from band-aid solutions to meaningful investments that build trust, engagement, and a thriving workplace. If you’re ready to stop managing symptoms and start curing the disease, this episode is for you.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-18358277 Thu, 19 Feb 2026 05:00:00 -0500 457 full false The Hidden Cost of Leadership Overlooking Employee Workload The Hidden Cost of Leadership Overlooking Employee Workload (From the Relationships at Work podcast)

In this episode, we explore the all-too-common leadership failure of undervaluing dedicated employees and their workloads.

Inspired by a personal story of one woman who carried an unsustainable workload without recognition or support, we learn what happens when leadership waits for employees to quit before addressing systemic issues. We’ll discuss actionable strategies for leaders to assess workloads, provide resources, and foster healthy work environments that prevent burnout and turnover. This is a call to move beyond management and embrace leadership with a human lens—because true leadership starts with understanding and supporting your team before it’s too late.

A

If you enjoy the podcast, please subscribe and share with others.
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]]> (From the Relationships at Work podcast)

In this episode, we explore the all-too-common leadership failure of undervaluing dedicated employees and their workloads.

Inspired by a personal story of one woman who carried an unsustainable workload without recognition or support, we learn what happens when leadership waits for employees to quit before addressing systemic issues. We’ll discuss actionable strategies for leaders to assess workloads, provide resources, and foster healthy work environments that prevent burnout and turnover. This is a call to move beyond management and embrace leadership with a human lens—because true leadership starts with understanding and supporting your team before it’s too late.

A

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

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]]> Russel Lolacher Buzzsprout-18358270 Thu, 12 Feb 2026 05:00:00 -0500 548 full false From Now to Next: Leading Through Cultural Awareness From Now to Next: Leading Through Cultural Awareness (From the Relationships at Work podcast)

Change is exciting, but it’s also challenging—especially when leaders aim to create a new culture without understanding the one they’ve inherited. In this episode, we explore a story of leadership missteps and their lessons, featuring a tale of two Prime Ministers and the impact of mismatched visions and teams.

We’ll discuss how leaders can bridge the gap between the culture they envision and the reality they face by conducting cultural assessments, developing aligned leadership, and managing change with respect and transparency. Discover the essential steps to navigate the journey from where you are to where you want to be, ensuring your team joins you in building a better future.

Because leadership isn’t just about dreaming big—it’s about understanding the map, the people, and the path to get there. Tune in and lead the way.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> (From the Relationships at Work podcast)

Change is exciting, but it’s also challenging—especially when leaders aim to create a new culture without understanding the one they’ve inherited. In this episode, we explore a story of leadership missteps and their lessons, featuring a tale of two Prime Ministers and the impact of mismatched visions and teams.

We’ll discuss how leaders can bridge the gap between the culture they envision and the reality they face by conducting cultural assessments, developing aligned leadership, and managing change with respect and transparency. Discover the essential steps to navigate the journey from where you are to where you want to be, ensuring your team joins you in building a better future.

Because leadership isn’t just about dreaming big—it’s about understanding the map, the people, and the path to get there. Tune in and lead the way.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-18358256 Thu, 05 Feb 2026 05:00:00 -0500 494 full false Gen Z at Work: The Leadership Wake-Up Call Gen Z at Work: The Leadership Wake-Up Call (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358247 Thu, 29 Jan 2026 05:00:00 -0500 595 full false The Leadership Trap: Why 'Working Leaders' Fail to Lead The Leadership Trap: Why 'Working Leaders' Fail to Lead (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358242 Thu, 22 Jan 2026 05:00:00 -0500 501 full false Leaders Will Disappoint – And That’s Okay Leaders Will Disappoint – And That’s Okay (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358233 Thu, 15 Jan 2026 05:00:00 -0500 502 full false Beyond the Checkbox: Building a Leadership Learning Plan That Lasts Beyond the Checkbox: Building a Leadership Learning Plan That Lasts (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358221 Thu, 08 Jan 2026 05:00:00 -0500 516 full false Spotting the Signs: How to Recognize Employees Who Feel Undervalued Spotting the Signs: How to Recognize Employees Who Feel Undervalued (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358213 Mon, 29 Dec 2025 05:00:00 -0500 534 full false Unlocking Moral Imagination: Leadership Beyond Assumption Unlocking Moral Imagination: Leadership Beyond Assumption (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358195 Mon, 22 Dec 2025 05:00:00 -0500 501 full false Leadership Checkin - Being Aware of Our Arrogant Assumptions Leadership Checkin - Being Aware of Our Arrogant Assumptions (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-18358177 Mon, 15 Dec 2025 14:00:00 -0500 512 full false Are Your Values Still Yours? A Leadership Gut Check Are Your Values Still Yours? A Leadership Gut Check (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-16942257 Thu, 10 Apr 2025 05:00:00 -0400 506 full false Is Leadership Broken? Redefining Leadership for Future Success Is Leadership Broken? Redefining Leadership for Future Success (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-16246883 Mon, 09 Dec 2024 11:00:00 -0500 567 full false Beyond the Quick Fix: Tackling Leadership’s Root Problems Beyond the Quick Fix: Tackling Leadership’s Root Problems (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-15832435 Sat, 28 Sep 2024 14:00:00 -0400 517 full false Leading with Truth: Embracing ‘I Don’t Know’ Leading with Truth: Embracing ‘I Don’t Know’ (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!

]]> (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!

]]> Russel Lolacher Buzzsprout-15787081 Fri, 20 Sep 2024 11:00:00 -0400 450 full false Knowing Where We Stand: The Key to Shaping Our Work Culture Knowing Where We Stand: The Key to Shaping Our Work Culture 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!

]]> 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!

]]> Russel Lolacher Buzzsprout-15739570 Thu, 12 Sep 2024 05:00:00 -0400 413 full false Big Leadership Moments Must Be Earned Through Small Gestures Big Leadership Moments Must Be Earned Through Small Gestures 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!

]]> 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!

]]> Russel Lolacher Buzzsprout-15102636 Mon, 27 May 2024 05:00:00 -0400 575 full false Great Leaders Know Change Does Not End Great Relationships Great Leaders Know Change Does Not End Great Relationships 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!

]]> 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!

]]> Russel Lolacher Buzzsprout-15102628 Mon, 20 May 2024 13:00:00 -0400 483 full false How Leadership Needs to React to a Tragedy Test How Leadership Needs to React to a Tragedy Test 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!

]]> 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!

]]> Russel Lolacher Buzzsprout-15040474 Thu, 09 May 2024 12:00:00 -0400 643 full false Leadership Lessons from Workhuman LIVE Leadership Lessons from Workhuman LIVE 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. 

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!

]]> 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. 

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!

]]> Russel Lolacher Buzzsprout-14975388 Mon, 29 Apr 2024 10:00:00 -0400 810 full false Finding Belonging for the LGBTQIA+ Community at Work Finding Belonging for the LGBTQIA+ Community at Work 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 organization.
  • What to look for and do to ensure an organization was LGBTQ+ supportive before applying.
  • How organizations can support the creation of ERGs (employee resource groups).
  • How remote work can be supportive of diversity and inclusion.
  • Why the language and phrases we use matter in relation to inclusivity.
  • The ingredients to a successful ERG to support LGBTQ+.
  • Why listening sessions and who is included is so vital.


If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 organization.
  • What to look for and do to ensure an organization was LGBTQ+ supportive before applying.
  • How organizations can support the creation of ERGs (employee resource groups).
  • How remote work can be supportive of diversity and inclusion.
  • Why the language and phrases we use matter in relation to inclusivity.
  • The ingredients to a successful ERG to support LGBTQ+.
  • Why listening sessions and who is included is so vital.


If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-13407165 Mon, 14 Aug 2023 22:00:00 -0400 2788 full false Stop Dismissing Dismissive Language Stop Dismissing Dismissive Language 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-13345595 Thu, 03 Aug 2023 16:00:00 -0400 578 full false Creating and Respecting Culture in a Remote Work World Creating and Respecting Culture in a Remote Work World 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 start when learning to engage with remote workers.
  • Why connection is so key for remote teams.
  • How do you connect a remote team to the larger culture.

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!

]]> 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 start when learning to engage with remote workers.
  • Why connection is so key for remote teams.
  • How do you connect a remote team to the larger culture.

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!

]]> Russel Lolacher Buzzsprout-13321382 Mon, 31 Jul 2023 11:00:00 -0400 2777 full false How to Solve Employee Apathy in the Workplace How to Solve Employee Apathy in the Workplace 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" is nonsense.
  • How power can prevent an organization from innovating.
  • Why understanding power balance is key to improving the organization.
  • The vital role of continuous learning.
  • Where to start in obtaining power and influence at work.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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" is nonsense.
  • How power can prevent an organization from innovating.
  • Why understanding power balance is key to improving the organization.
  • The vital role of continuous learning.
  • Where to start in obtaining power and influence at work.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-13279201 Tue, 25 Jul 2023 06:00:00 -0400 3032 full false The Right and Wrong Ways to Pursue Power at Work The Right and Wrong Ways to Pursue Power at Work 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 nonsense.
  • How power can prevent an organization from innovating.
  • Why understanding power balance is key to improving the organization.
  • The vital role of continuous learning.
  • Where to start in obtaining power and influence at work.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 nonsense.
  • How power can prevent an organization from innovating.
  • Why understanding power balance is key to improving the organization.
  • The vital role of continuous learning.
  • Where to start in obtaining power and influence at work.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-13235075 Tue, 18 Jul 2023 09:00:00 -0400 3108 full false CX Storytime Becomes Frontline Feedback, Stories from the Employee Journey CX Storytime Becomes Frontline Feedback, Stories from the Employee 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 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.

Subscribe to Relationships at Work for more where ever you listen to podcasts!

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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.

Subscribe to Relationships at Work for more where ever you listen to podcasts!

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-11316393 Wed, 14 Sep 2022 00:00:00 -0400 835 full false Sneak Peek of Relationships At Work - the Employee Experience and Workplace Culture Podcast Sneak Peek of Relationships At Work - the Employee Experience and Workplace Culture Podcast 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/

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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/

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher Buzzsprout-9878140 Wed, 12 Jan 2022 20:00:00 -0500 2157 0 full true When Stress Meets Service When Stress Meets Service 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.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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.

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 9a998018aaf1495b8d4352a8abce7c53 Sun, 09 Dec 2018 23:00:00 -0500 744 false Two Ears, One Mouth, Zero Service Two Ears, One Mouth, Zero Service 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 podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher b168a87b42844cfea063facc00c931d0 Mon, 05 Nov 2018 02:35:05 -0500 657 false A Service Tier Too Far A Service Tier Too Far 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher d00c6ee7b6cc4cb0a3c1117f46fdcf97 Mon, 29 Oct 2018 21:19:55 -0400 776 false The High Price of Canopy Coverage The High Price of Canopy Coverage 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher d85201bceac84a83aeff582b9c2196a5 Mon, 22 Oct 2018 00:26:32 -0400 645 false The Couch with Abandonment Issues The Couch with Abandonment Issues 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher a4eb8e92a2c94a74b028c3350ec9b156 Sun, 14 Oct 2018 21:00:00 -0400 787 false The Crooked Path to a Tattoo The Crooked Path to a Tattoo 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher dae06930c3614a26a9f5c088808724ce Sun, 30 Sep 2018 23:00:00 -0400 782 false Have Wine, Might Travel Have Wine, Might Travel 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 056b7e542a3f46c8ac45a27ce91956d3 Sun, 16 Sep 2018 22:54:48 -0400 655 false The Jilted Jewelry Store The Jilted Jewelry Store 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 8a02f331a863453b9d6b2920c87b644c Tue, 11 Sep 2018 02:49:09 -0400 632 false The Man Who Should Not Move The Man Who Should Not Move 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 24bd68284ea2488f81c7f8d69d8fe1fc Mon, 03 Sep 2018 04:08:11 -0400 709 false A Dish Bear-ly Served Cold A Dish Bear-ly Served Cold 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 850b82556f6b472eba049946baf164f8 Sun, 26 Aug 2018 21:13:58 -0400 730 false The Disappearing Digits The Disappearing Digits 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 7c9758839c6d4d43946f5ba690a41d2b Tue, 21 Aug 2018 00:48:16 -0400 682 false A Delivery Most Foul A Delivery Most Foul 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

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]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 48a67cf0d0064124b31c18a2729feaad Mon, 13 Aug 2018 03:33:35 -0400 784 false The Time that Retail Forgot The Time that Retail Forgot 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 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 podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

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]]> 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 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 podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 93b5b1c964b340b388d171d6d4976467 Sun, 05 Aug 2018 23:00:00 -0400 447 false The Anti-Social Socialite The Anti-Social Socialite 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 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 with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 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 with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 9915b97b05904efa83b05467b8105c10 Mon, 30 Jul 2018 01:14:16 -0400 507 false Never Too Proud for Pinenuts Never Too Proud for Pinenuts 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 with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 06e874d30a40486b87d1541aa3213372 Sun, 22 Jul 2018 23:00:00 -0400 487 false When Shame Came to Town When Shame Came to Town 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 your business can take to move your customer relationships forward. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 your business can take to move your customer relationships forward. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 89e1703cff1b4c039563385f67fe1c55 Sun, 15 Jul 2018 15:59:38 -0400 632 false The Bird and the Baggage The Bird and the Baggage 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 enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 71a405c136514a42814ee36d71e3295a Sun, 15 Jul 2018 15:49:49 -0400 517 false The Woman Who Was Told Differently The Woman Who Was Told Differently 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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. 

If you enjoy the podcast, please subscribe and share with others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher 0b7758a4141c440f9ff2abacda917308 Sun, 15 Jul 2018 15:38:22 -0400 540 false CX Storytime: Podcast Prologue CX Storytime: Podcast Prologue 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 others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> 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 others.
For more, go to relationshipsatwork.ca

Connect with me for more great content!

]]> Russel Lolacher c9729d2ebccf41c1b761e6e5a572780f Sun, 15 Jul 2018 15:29:16 -0400 307 false