{"id":8141558598,"title":"Listening to the Customer","handle":"listening-customer","description":"\u003cspan style=\"color: #741b47;\"\u003e\u003cstrong\u003ePeter Hernon and Joseph R. Matthews \u003c\/strong\u003e\u003c\/span\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781598847994 \u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e201 pages • 7 x 10 \u003cbr\u003e 2011\u003c\/p\u003e\n\u003cp\u003eThis book explains 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.\u003c\/p\u003e\n\u003cp\u003eIn these tough financial times, many libraries are suffering from drastic cutbacks to funding and reduced resources. Even so, some libraries have succeeded in gaining community support for their facilities. How is this possible? By listening carefully to customers and using the evidence effectively.\u003c\/p\u003e\n\u003cp\u003eA 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,\" \u003ci\u003eListening to the Customer\u003c\/i\u003e 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.\u003c\/p\u003e\n\u003cp\u003eThe 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.\u003c\/p\u003e","published_at":"2016-08-19T05:56:00-12:00","created_at":"2016-08-19T05:56:34-12:00","vendor":"Libraries Unlimited","type":"Book","tags":["Publisher_Libraries Unlimited","Subject_Management \u0026 Administration"],"price":7700,"price_min":7700,"price_max":7700,"available":true,"price_varies":false,"compare_at_price":null,"compare_at_price_min":0,"compare_at_price_max":0,"compare_at_price_varies":false,"variants":[{"id":26926734022,"title":"Default Title","option1":"Default Title","option2":null,"option3":null,"sku":"9781598847994","requires_shipping":true,"taxable":true,"featured_image":null,"available":true,"name":"Listening to the Customer","public_title":null,"options":["Default Title"],"price":7700,"weight":500,"compare_at_price":null,"inventory_quantity":0,"inventory_management":"shopify","inventory_policy":"continue","barcode":"9781598847994"}],"images":["\/\/cdn.shopify.com\/s\/files\/1\/1418\/6818\/products\/9781598847994.jpg?v=1533235381"],"featured_image":"\/\/cdn.shopify.com\/s\/files\/1\/1418\/6818\/products\/9781598847994.jpg?v=1533235381","options":["Title"],"content":"\u003cspan style=\"color: #741b47;\"\u003e\u003cstrong\u003ePeter Hernon and Joseph R. Matthews \u003c\/strong\u003e\u003c\/span\u003e\n\u003cp\u003e\u003cstrong\u003e\u003cstrong\u003eISBN-13:\u003c\/strong\u003e 9781598847994 \u003c\/strong\u003e\u003c\/p\u003e\n\u003cp\u003e201 pages • 7 x 10 \u003cbr\u003e 2011\u003c\/p\u003e\n\u003cp\u003eThis book explains 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.\u003c\/p\u003e\n\u003cp\u003eIn these tough financial times, many libraries are suffering from drastic cutbacks to funding and reduced resources. Even so, some libraries have succeeded in gaining community support for their facilities. How is this possible? By listening carefully to customers and using the evidence effectively.\u003c\/p\u003e\n\u003cp\u003eA 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,\" \u003ci\u003eListening to the Customer\u003c\/i\u003e 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.\u003c\/p\u003e\n\u003cp\u003eThe 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.\u003c\/p\u003e"}

Listening to the Customer

Product Description
Maximum quantity available reached.
Peter Hernon and Joseph R. Matthews

ISBN-13: 9781598847994

201 pages • 7 x 10
 2011

This book explains 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.

In these tough financial times, many libraries are suffering from drastic cutbacks to funding and reduced resources. Even so, some libraries have succeeded in gaining community support for their facilities. How is this possible? By listening carefully to customers and using the evidence effectively.

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.

Sku: 9781598847994

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