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Secret Shoppers: Service Lessons for Libraries Secret Shoppers: Service Lessons for Libraries Presentation Transcript

  • Secret Shoppers….Secret Patrons:Service Lessons for LibrariesRebecca Jones, Managing PartnerDysart & Jones AssociatesMoe Hosseini-Ara, Director Service ExcellenceMarkham Public Library
  • User Experience WatchWhat Why points How Who
  • Ways to Gain Feedback & Insights
  • Seeing ourselves, our spaces, our servicesas others see us, our spaces, our services
  • It’s a structured approach!
  • What do you want to know?• Clear objectives• Checklist of facilities or items to be observed• Schedule• Questions or resources to explore• Carefully documented
  • Physical experience
  • People experience
  • Virtual experience
  • Usable results
  • Nothing secret about the benefits
  • Feedback is a gift
  • Staff engagement
  • Enhance the experience
  • Costumer Delight
  • Want more information?• Joe Matthews: www.joematthews.org – Appreciating the Customer’s Voice: Evaluation of Customer Expectations due out this spring from Libraries Unlimited• Kathy Dempsey’s The Accidental Library Marketer &, of course, her MLS: Marketing Library Services newsletter – “How to Evaluate Your Library’s Physical Environment” in MLS May 2007 by Julia Cooper• 20:20 Customer Experience by IBM Business Consulting, 2011
  • Thanks!Rebecca@dysartjones.com905 731 5836