Word of Mouth Marketing Seminar - Joanne Smith Hobson's Bay on Customer Service

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Joanne Smith from Hobson's Bay Libraries talks about customer service word-of-mouth in the self-serve generation.
Presented at LibMark's Word of Mouth Marketing Seminar in June 2014

Published in: Marketing, Business, Education
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  • And this is why.....
    Actually perhaps I am wrong....perhaps it is precisely that once you have the technology a self check is pretty much a self check
    What I discovered as I visited libraries across Australia, in New Zealand and while in the UK – the technology is the constant
    Looks pretty similar, functions much the same....perhaps it is like banks, the ATMS are all about the same but how do you select and maintain repeat custom with a bank.
    They have something you want or like (or prefer more than the others)
  • How staff can support customers using RFID
    Integrate a self check demo in your joining procedure “once you have selected your items come back to me and I’ll show you our self check machine”
    Move away from the desk – if customers don’t need to borrow at the desk you don’t need to wait there > confidence in this is key for staff if going “no desk”
    Think about floor walking in a meet & greet/concierge capacity
    Provide hands on demos at the self check
    Engage customers in the shelves and walk & talk them over to a self check
    EXAMPLE IF TIME - Casuarina
  • Word of Mouth Marketing Seminar - Joanne Smith Hobson's Bay on Customer Service

    1. 1. Everyone’s a Marketer: The Power of Word-of-Mouth Marketing LibMark June 2014 Joanne Smith Hobsons Bay Libraries
    2. 2. Hobsons Bay Libraries • Western Suburbs • 5 branches • 7 days service • 63 public access PCs and WiFi • RFID • Separate Library Website • Facebook and Twitter • A range of self serve technologies • Flexible and Accessible spaces • Exhibition Spaces • Display Cases for hire • Meeting Rooms for hire • Home Library Service • Cafes at 2 sites
    3. 3. How many times did you receive a DIY demo before you felt comfortable showing someone else?
    4. 4. What would you say was the single biggest area that RFID impacted your work?
    5. 5. Easy ways to market ourselves better? •Talk to each other, share skills and share stories •Integrate a self check demo in your joining procedure •Move away from the desk o Think about floor walking in a meet & greet/concierge capacity o Provide hands on demos of equipment o Engage customers in the shelves and walk & talk them to a DIY
    6. 6. HBLers
    7. 7. Joanne Smith Hobsons Bay Libraries jsmith@hobsonsbay.vic.gov.au Thank you
    8. 8. Joanne Smith Hobsons Bay Libraries jsmith@hobsonsbay.vic.gov.au Thank you

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