bob_furniss

Lead With Your Heart

Bob Furniss, Touchpoint Associates
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Bob Furniss, president of Touchpoint Associates, works with organizations to increase productivity and profits by bringing out the best in their people. Furniss, a featured conference speaker and member of the National Speaker Association, provides keynotes, workshops and consulting services to help companies redefine success.

 
Member for 1 year 25 weeks
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User points: 2650
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Recent Posts
  • Title
    "Because I Said So" Doesn't Cut It: Build Bonds With Your Employees to Enhance Your Customer Relationships
    Type
    Article
    posted
     May. 26, 2008;
     0
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    Relationships often define our happiness and our outlook on life. We are taught, from the time we enter kindergarten, that we must relate to others. We must share our toys, respect others' space and...
  • Title
    Help Your Employees Spread Good Will
    Type
    Article
    posted
     Feb. 25, 2008;
     1
    comment
    body
    Have you ever wondered why Starbucks employees ask for your name when they take your order? I discovered the real reason in Joseph Michelli's book, The Starbucks Experience: 5 Principles for Turning...
  • Title
    82 Things: Help Your Frontline Managers Prioritize Their Day!
    Type
    Blog
    posted
     Jan. 30, 2008;
     0
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    I remember as a frontline manager one of the toughest issues that I faced every day was trying to plan my day. Sure the executives said I should focus on the people but it seemed there was always...
  • Title
    Don't Be Afraid of Social Networks: Proactively Manage Your Company's Reputation
    Type
    Article
    posted
     Jan. 14, 2008;
     0
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    Have you ever heard the parable, The Teenager Who Brought a Company to Its Knees? Sitting on the edge of his bed watching the news, a CEO wonders how it ever got this bad. Sure, there were some...
  • Title
    Attitude and Empathy = Good Customer Service
    Type
    Blog
    posted
     Nov. 2, 2007;
     4
    comments
    body
    I stopped at a car wash this week to vacuum my car. The car wash is attached to an oil-change company. I guess the concept is that I can get several car services in the same location. I pulled up...
  • Title
    Five Things Your Team Needs To Know
    Type
    Blog
    posted
     Aug. 25, 2007;
     0
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    body
    Have you noticed a downward spiral of customer service in America? Maybe it is just me but it seems that there is a clear reduction in the basic care provided by many companies – even whose...
  • Title
    A New Employee Blogs for a Good Cause
    Type
    Blog
    posted
     Aug. 6, 2007;
     6
    comments
    body
    Several weeks ago I wrote here about using blogs to communicate in your company (see Internal Blogs: Are You Willing To Be Exposed?). We are working with a client that is putting the concept of...
  • Title
    Strong Employees Thrive in an Empowered Culture
    Type
    Blog
    posted
     Jul. 31, 2007;
     0
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    body
    Sara works for a company where empowerment is the buzzword of the month. While she is sure that she wants to be empowered, she has some questions about what it really is… Wikipedia states that...
  • Title
    Empathy Matters
    Type
    Blog
    posted
     Jul. 8, 2007;
     0
    comments
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    With 34 high-school and college kids standing in line to leave, the lady behind the counter said the words that you never want to hear, “This passport is not allowed to travel.” Then she said...
  • Title
    Give Your Huddles More Impact
    Type
    Blog
    posted
     Jun. 6, 2007;
     0
    comments
    body
    More and more every day - in retail stores, airports and in call centers - I see managers engaging their teams in what I would describe as a team-huddle. Those circles of standing employees -...

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