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Secret Shoppers….Secret Patrons:Service Lessons for LibrariesRebecca Jones, Managing PartnerDysart & Jones AssociatesMoe H...
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 resou...
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   ...
Thanks!Rebecca@dysartjones.com905 731 5836
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Secret Shoppers: Service Lessons for Libraries

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Transcript of "Secret Shoppers: Service Lessons for Libraries"

  1. 1. Secret Shoppers….Secret Patrons:Service Lessons for LibrariesRebecca Jones, Managing PartnerDysart & Jones AssociatesMoe Hosseini-Ara, Director Service ExcellenceMarkham Public Library
  2. 2. User Experience WatchWhat Why points How Who
  3. 3. Ways to Gain Feedback & Insights
  4. 4. Seeing ourselves, our spaces, our servicesas others see us, our spaces, our services
  5. 5. It’s a structured approach!
  6. 6. What do you want to know?• Clear objectives• Checklist of facilities or items to be observed• Schedule• Questions or resources to explore• Carefully documented
  7. 7. Physical experience
  8. 8. People experience
  9. 9. Virtual experience
  10. 10. Usable results
  11. 11. Nothing secret about the benefits
  12. 12. Feedback is a gift
  13. 13. Staff engagement
  14. 14. Enhance the experience
  15. 15. Costumer Delight
  16. 16. 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
  17. 17. Thanks!Rebecca@dysartjones.com905 731 5836

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