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NLA Voice of the Customer


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Designing Library Services to Meet User Expectations

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NLA Voice of the Customer

  1. 1. Voice of the Customer Designing Library Services to Meet User Expectations Presented by Robin Bernstein, Becky Wymer and Casey Kralik October 15, 2010
  2. 2. Customer Service <ul><li>What does it mean to you? </li></ul><ul><li>Web Definitions: </li></ul><ul><ul><li>&quot;Customer service is about treating others as you would like to be treated yourself&quot; </li></ul></ul><ul><ul><li>Customer service is the provision of service to customers before, during and after a purchase. </li></ul></ul><ul><ul><li>Taking care of your customers, their needs and desires in a professional and courteous manner. </li></ul></ul>
  3. 3. Customer Service at BU <ul><li>Workshops </li></ul><ul><li>“ The Customer” </li></ul><ul><li>iCare </li></ul><ul><li>Voice of the Customer </li></ul>
  4. 4. VOC <ul><li>Our voice of the customer (VOC) program is a channel for acquiring business insight about customers and what is important to them. </li></ul><ul><li>Utilize NPS (Net Provider Score) </li></ul><ul><ul><li>MBW (Most, Best, Worst) </li></ul></ul><ul><ul><ul><li>LIRM (Listen, Interpret, Respond, Measure) cycle mapping </li></ul></ul></ul>
  5. 5. VOC / NPS <ul><li>Net Provider Score (NPS) developed by loyalty expert Fred Reichheld, and in 2006, he published “The Ultimate Question,” a research methodology for ascertaining customer loyalty. </li></ul><ul><li>The question is, simply, “How likely is it that you would recommend___________to a friend or colleague?” </li></ul><ul><li>Respondents were asked one additional question to probe the root cause of their rating: “What is the main reason for your rating?” </li></ul>
  6. 6. VOC / MBW <ul><li>Originally developed by Andrea Zimmerman, a Six Sigma Black Belt. </li></ul><ul><ul><li>What have I heard the MOST this week? </li></ul></ul><ul><ul><li>What was the BEST thing that I heard this week? </li></ul></ul><ul><ul><li>What was the WORST thing that I heard this week? </li></ul></ul>
  7. 7. VOC / LIRM <ul><li>By listening at each touch point, interpreting the results of the listening, responding as needed, and measuring results of those responses in highly defined cycles, we become attuned to the student voice and can focus improvement/satisfaction efforts on what really matters to the student. </li></ul>
  8. 8. VOC <ul><li>VOC is the nexus of “Best In Class Service,” which is a key initiative of the University. </li></ul><ul><li>If we do not know what our customer wants or how they feel about current service experience, we cannot move towards a “Best in Class” experience. </li></ul><ul><li>The loudest voices are typically those with a complaint attached. </li></ul>
  9. 9. VOC: Responses
  10. 10. VOC: Responses <ul><li>Best in Class (Service) </li></ul><ul><li>World Class Learning (Academics) </li></ul><ul><li>AQIP </li></ul>Standards, Goals and Initiatives
  11. 11. VOC: Responses <ul><li>Methods of Feedback </li></ul><ul><ul><li>Surveys </li></ul></ul><ul><ul><ul><li>24/7 Librarian </li></ul></ul></ul><ul><ul><ul><li>Webpage </li></ul></ul></ul><ul><ul><ul><li>Facility / Computer Usage Reports </li></ul></ul></ul><ul><ul><ul><li>Bibliographic Instruction </li></ul></ul></ul><ul><ul><li>Suggestion Box – You Asked/We Listened </li></ul></ul>
  12. 12. VOC: Responses <ul><li>Responses to Feedback </li></ul><ul><ul><li>Extended Hours </li></ul></ul><ul><ul><li>24/7 Service (QuestionPoint) </li></ul></ul><ul><ul><li>Portals </li></ul></ul><ul><ul><ul><li>Ask-a-Librarian </li></ul></ul></ul><ul><ul><ul><li>Database Information </li></ul></ul></ul><ul><ul><ul><li>Electronic Services </li></ul></ul></ul>
  13. 13. VOC: Responses <ul><li>Responses to Feedback </li></ul><ul><ul><li>Emailing ILL articles </li></ul></ul><ul><ul><li>Laptops </li></ul></ul><ul><ul><li>Electrical Outlets </li></ul></ul><ul><ul><li>Media subscriptions </li></ul></ul><ul><ul><li>Outreach </li></ul></ul>
  14. 14. VOC: Proactive Development
  15. 15. VOC: Communication <ul><ul><li>More Than Books </li></ul></ul><ul><ul><li>How Do I / Where Is </li></ul></ul><ul><ul><li>Facebook </li></ul></ul><ul><ul><li>Blog </li></ul></ul>
  16. 16. VOC: Courses/Programs <ul><ul><li>Copyright Center </li></ul></ul><ul><ul><li>BUILD IT </li></ul></ul><ul><ul><li>Mobile Applications </li></ul></ul><ul><ul><li>iPad </li></ul></ul>
  17. 17. VOC: Research <ul><ul><li>Reference LibGuides </li></ul></ul><ul><ul><li>Online Workshops </li></ul></ul><ul><ul><li>Personal Librarian </li></ul></ul><ul><ul><ul><li>Text a Librarian </li></ul></ul></ul>
  18. 18. VOC: Library Classroom <ul><ul><li>Bibliographic Instruction </li></ul></ul><ul><ul><li>Professional Growth Day </li></ul></ul><ul><ul><li>Lunch and Learn </li></ul></ul>
  19. 19. VOC: Conclusion <ul><ul><li>What does VOC mean to the library? </li></ul></ul><ul><ul><ul><li>A program that recognizes the importance of patrons to our success, and a commitment to include their perspectives in decisions being made throughout the library. </li></ul></ul></ul><ul><ul><ul><li>It allows us to learn more about our own strengths and weaknesses, and to use those insights to improve the efficiency and effectiveness of our services </li></ul></ul></ul>
  20. 20. VOC Conclusion <ul><ul><li>Effective communication is the key! </li></ul></ul><ul><ul><li>Always look for new initiatives! </li></ul></ul><ul><ul><li>Enjoy what you do! </li></ul></ul><ul><ul><li>See you next year… </li></ul></ul>
  21. 21. Voice of the Customer <ul><ul><li>Questions? </li></ul></ul>
  22. 22. VOC: Contact Us <ul><ul><li>Robin Bernstein </li></ul></ul><ul><ul><li>Senior Director, Library Services </li></ul></ul><ul><ul><li>[email_address] or 402-557-7300 </li></ul></ul><ul><ul><li>Becky Wymer </li></ul></ul><ul><ul><li>Systems Librarian </li></ul></ul><ul><ul><li>[email_address] or 402-557-7317 </li></ul></ul><ul><ul><li>Casey Kralik </li></ul></ul><ul><ul><li>Technical Services Librarian </li></ul></ul><ul><ul><li>[email_address] or 402-557-7309 </li></ul></ul>