Episode 4: “Customer Connections Part II with Bob Furniss” Show Notes

Show Notes

Part I of our interview with Bob focused on the current state of contact centers and customer service—from customer relationships to AI to hiring—and Part II dives deep into employee culture and executive alignment and how both can determine whether your customers stick around or take a walk and never come back.

Customer Obsessed Picks

Bob’s Pick

Bob shared a leadership quote from a recent CBS article that really stuck with him: "I think first you have to care. You can pretend you care about the organization, mission and the people, but if it's not true, over time it will come out. And there will be a difference between what you say and what you do.

“I had a really bright lady come to my class at Tale teaching. And she gave me a quote I still use. She said, 'People will forgive you for not being the leader you should be, but they won't forgive you for not being the leader you claim to be.' So, you gotta be genuine.”

It’s a powerful message for anyone who wants to lead and inspire—be yourself and own your strengths and limitations. You can read the full article here.

Eric’s Pick

Eric shared one of his favorite books on employee culture, Bury My Heart at Conference Room B by Stan Slap. The book talks about the unique, tricky elements of employee culture and how to tap the water cooler to make sure your employees feel supported.

Erin’s Pick

Erin is learning how to draw to become a better visual communicator, so she shared the book that’s helping her go from stick figures to real-life images: Drawing Textbook by Bruce Mcintyre.