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Customers are speaking 2015

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Customers are speaking 2015

  1. 1. Listening to the Customer Top tips & Techniques Customer Service for Libraries July 16, 2015 Joe Matthews
  2. 2. Customer Experience
  3. 3. Service Organizations
  4. 4. Expectations
  5. 5. Delighting Customers
  6. 6. Before During After Identify an information need Search Google Check library online catalog Decide to visit the library Drive / park Walk into the library Figure out where to go in the library Visit & select from the collection Approach a staff member Use self-checkout machine Interact with staff – pay fines Use the borrowed materials Meet/exceed expectations Receive a reminder email Be alerted about a upcoming program Framing the Customer Experience
  7. 7. What’s …..
  8. 8. The Internet Changes Everything !
  9. 9. Competition
  10. 10. More opportunities exist in times of change!
  11. 11. Listening to the Customer
  12. 12. Structured Unstructured Solicited Surveys: Customer satisfaction Service quality Focus group interviews, exit interviews, and community forums Mystery shopping Comment cards Comments posted on Web site Comments made in customer satisfaction surveys Suggestion boxes Unsolicited Sweeping observation Customer ratings on third party Internet sites Analysis of telephone calls, letters, or e-mail: complaints, compliments, suggestions for improvement Blog posts Comments on social networking sites Comments made to staff Text messaging for a quick response Methods of Customer Feedback
  13. 13. Structured Unstructured Solicited Surveys: Customer satisfaction Service quality Focus group interviews, exit interviews, and community forms Mystery shopping Comment cards Comments posted on Web site Comments made in customer satisfaction surveys Suggestion boxes Unsolicited Sweeping observation Customer ratings on third party Internet sites Analysis of telephone calls, letters, or e-mail: complaints, compliments, suggestions for improvement Blog posts Comments on social networking sites Comments made to staff Text messaging for a quick response Methods of Customer Feedback
  14. 14. Expected service Perceived service Service delivery Service quality specifications Management perceptions of customer expectations Customer Provider Communications to customers Word of mouth, past experiences 1 2 3 4 5
  15. 15. Structured Unstructured Solicited Surveys: Customer satisfaction Service quality Focus group interviews, exit interviews, and community forms Mystery shopping Comment cards Comments posted on Web site Comments made in customer satisfaction surveys Suggestion boxes Unsolicited Sweeping observation Customer ratings on third party Internet sites Analysis of telephone calls, letters, or e-mail: complaints, compliments, suggestions for improvement Blog posts Comments on social networking sites Comments made to staff Text messaging for a quick response Methods of Customer Feedback
  16. 16. Observe
  17. 17. Customers can be … A resource A co-creator A user
  18. 18. Structured Unstructured Solicited Surveys: Customer satisfaction Service quality Focus group interviews, exit interviews, and community forms Mystery shopping Comment cards Comments posted on Web site Comments made in customer satisfaction surveys Suggestion boxes Unsolicited Sweeping observation Customer ratings on third party Internet sites Analysis of telephone calls, letters, or e-mail: complaints, compliments, suggestions for improvement Blog posts Comments on social networking sites Comments made to staff Text messaging for a quick response Methods of Customer Feedback
  19. 19. Usability Testing
  20. 20. Ethnographic Studies
  21. 21. Library Transaction Data
  22. 22. Structured Unstructured Solicited Surveys: Customer satisfaction Service quality Focus group interviews, exit interviews, and community forms Mystery shopping Comment cards Comments posted on Web site Comments made in customer satisfaction surveys Suggestion boxes Unsolicited Sweeping observation Customer ratings on third party Internet sites Analysis of telephone calls, letters, or e-mail: complaints, compliments, suggestions for improvement Blog posts Comments on social networking sites Comments made to staff Text messaging for a quick response Methods of Customer Feedback
  23. 23. Social Search Engines
  24. 24. Info on Blogs
  25. 25. A Content Analysis of Blog Posts on Angry Library Patrons
  26. 26. Twitter & Microblogs
  27. 27. Message Boards & Conversations
  28. 28. Social News
  29. 29. • Library of Congress 589 • Seattle Public Library 325 • San Francisco Public Library 248 • Stanford University Library 184 • Cleveland Public Library 181 • UCLA Library 72 • Topeka & Shawnee County PL 24 • UC Berkeley Library 20
  30. 30. Purpose of Use • Experience Seeker • Explorer • Problem Solver • Facilitator • Patron • Scholar • Spiritual Pilgrim • Hobbyist
  31. 31. Action Plan • Identify • Analyze • Learn more • Communicate • Attracting • Welcoming
  32. 32. Creating a database The purpose of analysis is INSIGHT!
  33. 33. Minimum service level Desired service level Perceived service level
  34. 34. Source: Counting Opinions (Toronto)
  35. 35. Turn data into figures & charts Tell stories
  36. 36. Conversation Compelling Narrative Entertain Anecdotal Texture Context Challenges Customer-focused Outcomes Jargon Boring Inward Mundane Comfortable Dull Staged Smooth sailing Outputs
  37. 37. Key Metrics Resolution rate Return rate Recommend rate Delight rate
  38. 38. Anythink maintains beautiful environments for its libraries, renewing their vitality as public gathering places in our communities. Anythinkers have helped to define unique experience zones that encourage interactivity, education, discovery and play. Staff infuses our libraries with warm-hearted helpfulness, providing the highest-quality service to each and every customer in their quest for intellectual discovery and connectivity to the world around them. Anythink has always been a “service-forward” enterprise. Hospitality is our hallmark, inspired by putting our customers first in everything we do.
  39. 39. Thanks Joe@JoeMatthews.Org

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