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Listening to the Customer
Af: Joseph R. Matthews, Peter Hernon Engelsk Paperback
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Listening to the Customer
Af: Joseph R. Matthews, Peter Hernon Engelsk Paperback
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.
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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.
Produktdetaljer
Sprog: Engelsk
Sider: 216
ISBN-13: 9781598847994
Indbinding: Paperback
Udgave:
ISBN-10: 1598847996
Udg. Dato: 23 maj 2011
Længde: 0mm
Bredde: 254mm
Højde: 178mm
Oplagsdato: 23 maj 2011
Forfatter(e) Joseph R. Matthews, Peter Hernon


Kategori Biblioteks-, Informations- & Museumsvidenskab


Sprog Engelsk


Indbinding Paperback


Sider 216


Udgave


Længde 0mm


Bredde 254mm


Højde 178mm

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