Listening to the Customer

Listening to the Customer

by Peter Hernon, Joseph R. Matthews
     
 

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

Overview

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.

Product Details

ISBN-13:
9781598847994
Publisher:
ABC-CLIO, Incorporated
Publication date:
05/23/2011
Pages:
201
Product dimensions:
7.00(w) x 10.00(h) x 0.60(d)

Meet the Author

Peter Hernon is professor of library and information science at Simmons College, Boston, MA.

Joseph R. Matthews is a consultant who has assisted numerous academic, public, and special libraries in a wide variety of projects.

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