Host Russel Lolacher shares how we should look at the word "customer service" differently, the ripples our customer service actions have for our brand and business, and a story of unintended bad communications. Also the service survey latest question!

Episode 8 - Your Customer Service Actions Have Consequences

Rebecca Coleman, social media consultant and post-secondary instructor, shares why businesses have to embrace social media as a customer service channel and the best practices to get started.
WORD OF THE WEEK: Social

Episode 9 - Rebecca Coleman on Getting Started on Social for Service

Entrepreneurs Gen and Nick of The Great Anomaly blog and podcast share their pros and cons of outsourcing and humanizing their customer service with their clients. 
WORD OF THE WEEK: Outsourcing

Episode 10 - Gen and Nick of The Great Anomaly

Stay tuned for a story of hair products, customer experience nerdyness and a dramatic return. 
This is the CX Storytime Tale of…  An Introduction Most Audible

Podcast host and storyteller Russel Lolacher shares the story of where his love of customer experience started and the road taking him to this podcast.

The Upsell

Episode Zero: Podcast Prologue

Stay tuned for a story of frustration, confusion and disbelief
This is the CX Storytime Tale of…. The Woman Who Was Told Differently

Listen to the customer experience of Claire, as she tries to match the differing pieces of advice she received from her local auto body shop. It doesn't go the way you'd hope. Add the emotional customer perspective and lessons learned/actions to take and you have a tale of building and breaking customer relationships

Episode One: The Woman Who Was Told Differently

Stay tuned for a story of empathy, failure, and personal redemption. 
This is the CX Storytime tale of…. The Bird and the Baggage

Listen to the customer experience of Don, as he tries to get rid of a few auto wrecks in his front yards that symbolize more than abandoned metal. He meets a man that will change his life and his relationship with his wife. 
Add the emotional customer perspective and lessons learned/actions to take and you have a tale of building and breaking customer relationships

Episode Two: The Bird and the Baggage

Stay tuned for a storyies of public humiliation, misdeeds and good intentions  
This is the CX Storytime Tale of…. When Shame Came to Town.

Listen to the customer experiences of Roger, Heather, Joseph and Darcy, as they try to spend their money...an exchange of goods for money, effortlessly. Unfortunately for two individuals and a couple, the businesses they encountered felt the need to spread some shame. 
Add the emotional customer perspective and lessons learned/actions to take and you have a tale of building and breaking customer relationships

Episode Three: When Shame Came to Town

Stay tuned for a tale of loss, resurrection, and a small victory.
This is the CX Storytime story of…. Never too Proud for Pine Nuts

Listen to the customer experiences of Ryan, Cindy and Linda, as they encounter a possible road block in their road to customer loyalty. How will Ryan navigate this new challenge and how will it affect Cindy and Linda's trust in the business?
Add the emotional customer perspective and lessons learned/actions to take and you have a tale of building and breaking customer relationships

Episode Four: Never too Proud for Pinenuts

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.

Episode Five: The Anti-Social Socialite

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.

Episode Six: The Time that Retail Forgot

Humanity, empathy and compassion are the ultimate upsells. Russel Lolacher, host of CX Storytime Podcast, shares real stories of customer experience to dig into what can be done to build customer relationships and stop them from breaking. 
This podcast will share helpful perspectives, useful tips and case studies on how you can level UP your long-term customer relationships.