A thorough explanation of how a voice-of-the-customer program for
libraries can give customers the opportunity to make their opinions
known, enabling libraries to develop services that meet or exceed
their patrons' changing expectations. A modern library is much like
a business in that it must provide a set of products and services
to meet the changing needs and expectations of its customers in
order to succeed and survive. With libraries now focusing more on
their "customers," Listening to the Customer is a critical resource
that provides effective strategies for gathering information from
the client perspective in order to meet library patrons'
expectations and specific information needs. The
voice-of-the-customer program described by Hernon and Matthews
involves not only listening to customers, but also maintaining an
ongoing dialogue with them. The book addresses different types of
customers, assorted methods for gathering evidence, data reporting
to stakeholders, and relevant metrics for libraries to report. The
authors also devote a chapter to regaining lost customers and
discuss leadership techniques and preparation steps to meet an
uncertain future. Completely unique in its methodological focus,
this book is one of very few titles to address the importance of
library customer service in the 21st century. Ten sidebars
highlight specific libraries and what they are doing Numerous
illustrative figures clarify key points An extensive bibliography
compiles works related to customer service and implementing a
voice-of-the-customer program
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