Voice of the Customer Designing Library Services to Meet User Expectations Presented by Robin Bernstein, Becky Wymer and C...
Customer Service <ul><li>What does it mean to you? </li></ul><ul><li>Web Definitions: </li></ul><ul><ul><li>&quot;Customer...
Customer Service at BU <ul><li>Workshops </li></ul><ul><li>“ The Customer” </li></ul><ul><li>iCare </li></ul><ul><li>Voice...
VOC <ul><li>Our voice of the customer (VOC) program is a channel for acquiring business insight about customers and what i...
VOC / NPS <ul><li>Net Provider Score (NPS) developed by loyalty expert Fred Reichheld, and in 2006, he published “The Ulti...
VOC / MBW <ul><ul><li>Most, Best, Worst </li></ul></ul><ul><li>Originally developed by Andrea Zimmerman, a Six Sigma Black...
VOC / LIRM Cycle Mapping <ul><ul><li>L isten,  I nterpret,  R espond,  M easure </li></ul></ul><ul><ul><li>By  listening  ...
VOC  <ul><li>VOC is the nexus of “Best In Class Service,” which is a key initiative of the University. </li></ul><ul><li>I...
VOC / Surveys <ul><li>Questions Asked So Far: </li></ul><ul><ul><li>Academic Advising Survey: </li></ul></ul><ul><ul><ul><...
VOC / Surveys <ul><li>Continuing Student Survey – Fall 2011: </li></ul><ul><ul><li>If you used the library services in the...
VOC: Responses
VOC: Responses <ul><li>Best in Class (Service) </li></ul><ul><li>AQIP </li></ul><ul><li>Strategic Planning / Prometheus Pr...
VOC: Responses <ul><li>Methods of Feedback </li></ul><ul><ul><li>Surveys </li></ul></ul><ul><ul><ul><li>24/7 Librarian  </...
VOC: Responses <ul><li>Responses to Feedback </li></ul><ul><ul><li>Extended Hours </li></ul></ul><ul><ul><li>24/7 Service ...
VOC: Responses <ul><li>Responses to Feedback </li></ul><ul><ul><li>Emailing ILL articles </li></ul></ul><ul><ul><li>Laptop...
VOC: Proactive Development
VOC: Communication <ul><ul><li>Library webpage </li></ul></ul><ul><ul><ul><li>Announcements </li></ul></ul></ul><ul><ul><u...
VOC: Resources <ul><ul><li>Reference LibGuides </li></ul></ul><ul><ul><li>Online Workshops </li></ul></ul><ul><ul><li>Tuto...
VOC: Courses/Programs <ul><ul><li>Copyright Center </li></ul></ul><ul><ul><li>BUILD IT </li></ul></ul><ul><ul><li>Customiz...
VOC: Library Classroom <ul><ul><li>Bibliographic Instruction </li></ul></ul><ul><ul><li>Professional Growth Day </li></ul>...
VOC: Conclusion <ul><ul><li>What does VOC mean to the library? </li></ul></ul><ul><ul><ul><li>A program that recognizes th...
VOC Conclusion <ul><ul><li>Effective communication is the key! </li></ul></ul><ul><ul><li>Always look for new initiatives!...
Voice of the Customer <ul><ul><li>Questions? </li></ul></ul>
VOC: Contact Us <ul><ul><li>Robin Bernstein </li></ul></ul><ul><ul><li>Senior Director, Library Services </li></ul></ul><u...
VOC: On the Web <ul><ul><li>Library  http :// www.bellevue.edu/services/library.aspx   </li></ul></ul><ul><ul><li>Facebook...
Upcoming SlideShare
Loading in …5
×

NCompass Live: Voice of the Customer: Designing Library Services to Meet User Expectations

844 views

Published on

Information seekers have unprecedented avenues to acquire information, many of which do not involve the library. Unless users can see an immediate benefit in time, effort, and quality, they will continue to use the avenues from their "real" lives instead of venturing into the library space. Voice of the Customer is a Bellevue University initiative which identifies the expectations of the student and calls for a change to the institutional environment. This is a top-down call to action. Come learn how the library is meeting the call to become more user focused. Speakers: Robin Bernstein, Casey Kralik, and Becky Wymer, Bellevue University.

NCompass Live - July 27, 2011

Published in: Education, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
844
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
6
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

NCompass Live: Voice of the Customer: Designing Library Services to Meet User Expectations

  1. 1. Voice of the Customer Designing Library Services to Meet User Expectations Presented by Robin Bernstein, Becky Wymer and Casey Kralik July 27, 2011
  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; www.admin.state.nh.us/hr/documents/Workforce_Development/worforce_development_definitions.doc </li></ul></ul><ul><ul><li>Customer service is the provision of service to customers before, during and after a purchase. en.wikipedia.org/wiki/Customer_service </li></ul></ul><ul><ul><li>Taking care of your customers, their needs and desires in a professional and courteous manner. regentpress.typepad.com/mlmmarketing/2009/07/direct-sales-beginners-dictionary-part-1.html </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) for: </li></ul><ul><ul><li>New Student Survey </li></ul></ul><ul><ul><li>Student Lifecycle Survey </li></ul></ul><ul><ul><li>Learning Survey </li></ul></ul><ul><ul><li>Annual All Student Survey </li></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><ul><li>Most, Best, Worst </li></ul></ul><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 Cycle Mapping <ul><ul><li>L isten, I nterpret, R espond, M easure </li></ul></ul><ul><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></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 / Surveys <ul><li>Questions Asked So Far: </li></ul><ul><ul><li>Academic Advising Survey: </li></ul></ul><ul><ul><ul><li>Likely to Recommend Bellevue University </li></ul></ul></ul><ul><ul><ul><li>Satisfied with Academic Advisor </li></ul></ul></ul><ul><ul><ul><li>Satisfied with Academic Counseling Session </li></ul></ul></ul><ul><ul><li>Classroom Experience Survey: </li></ul></ul><ul><ul><ul><li>Likely to Recommend Bellevue University </li></ul></ul></ul><ul><ul><ul><li>Likely to Recommend Course </li></ul></ul></ul><ul><ul><ul><li>Likely to Recommend Instructor </li></ul></ul></ul><ul><ul><li>New Student Survey </li></ul></ul><ul><ul><ul><li>Likely to Recommend Bellevue University </li></ul></ul></ul><ul><ul><ul><li>Satisfied with Admissions Counselor </li></ul></ul></ul><ul><ul><ul><li>Satisfied with SFS Counselor </li></ul></ul></ul>
  10. 10. VOC / Surveys <ul><li>Continuing Student Survey – Fall 2011: </li></ul><ul><ul><li>If you used the library services in the last 6 months, how satisfied were you? </li></ul></ul><ul><li>Process: </li></ul><ul><ul><li>Not anonymous </li></ul></ul><ul><ul><li>Name input into system after having seen an advisor </li></ul></ul><ul><ul><li>Not responded to one in the past 6 months </li></ul></ul><ul><ul><li>Interpretation up to individual department </li></ul></ul>
  11. 11. VOC: Responses
  12. 12. VOC: Responses <ul><li>Best in Class (Service) </li></ul><ul><li>AQIP </li></ul><ul><li>Strategic Planning / Prometheus Process </li></ul>Standards, Goals and Initiatives
  13. 13. 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>
  14. 14. 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>
  15. 15. 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>
  16. 16. VOC: Proactive Development
  17. 17. VOC: Communication <ul><ul><li>Library webpage </li></ul></ul><ul><ul><ul><li>Announcements </li></ul></ul></ul><ul><ul><ul><li>More Than Books </li></ul></ul></ul><ul><ul><ul><li>How Do I / Where Is </li></ul></ul></ul><ul><ul><ul><li>Facebook </li></ul></ul></ul><ul><ul><ul><li>Blog </li></ul></ul></ul><ul><ul><li>Email to students, faculty and staff </li></ul></ul><ul><ul><li>Faculty Weekly newsletter (CLI) </li></ul></ul><ul><ul><li>Insider newsletter to faculty and staff </li></ul></ul>
  18. 18. VOC: Resources <ul><ul><li>Reference LibGuides </li></ul></ul><ul><ul><li>Online Workshops </li></ul></ul><ul><ul><li>Tutorials </li></ul></ul><ul><ul><li>Personal Librarian </li></ul></ul><ul><ul><li>Text a Librarian </li></ul></ul><ul><ul><li>Summon: Our Discovery Search tool </li></ul></ul><ul><ul><li>READ scale with SiteScriptor </li></ul></ul>
  19. 19. VOC: Courses/Programs <ul><ul><li>Copyright Center </li></ul></ul><ul><ul><li>BUILD IT </li></ul></ul><ul><ul><li>Customized course LibGuides </li></ul></ul><ul><ul><li>Mobile Applications </li></ul></ul><ul><ul><ul><li>Chronicle of Higher Education </li></ul></ul></ul><ul><ul><ul><li>LibGuides </li></ul></ul></ul>
  20. 20. 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><ul><ul><ul><li>Including hosting Lunch and Learns for other departments </li></ul></ul></ul>
  21. 21. 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>
  22. 22. 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>
  23. 23. Voice of the Customer <ul><ul><li>Questions? </li></ul></ul>
  24. 24. 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>
  25. 25. VOC: On the Web <ul><ul><li>Library http :// www.bellevue.edu/services/library.aspx </li></ul></ul><ul><ul><li>Facebook http :// www.facebook.com/bellevueulibrary </li></ul></ul><ul><ul><li>Blog http ://blogs.bellevue.edu/library / </li></ul></ul><ul><ul><li>LibGuides http ://libguides.bellevue.edu / </li></ul></ul><ul><ul><li>BUILD IT http ://library.bellevue.edu/buildit / </li></ul></ul><ul><ul><li>Copyright Center http :// libguides.bellevue.edu/copyright </li></ul></ul>

×