- 1. Marketing DNA: Part 2Best Fitfor Small and
RuralLibraries
2. Presented by The Settlement Library Project Promoting an
Eclectic Librarianship in Rural Appalachia 3.
- Your business is people, and if people dont use the library you
will be out of business. Rest assured, people will be moving into
the information age with or without libraries.
4.
- Aligning to People Through Customer Service
5.
- Service is the standard by which libraries are measured.
6. What is Service?
- Customers are the First Priority
7.
- Service must be engineered into the customer experience.
8. Quiz Yourself
- Do your services fit the wants and needs of your
clientele?
- What do you do to encourage your customers to repeat the
experience of doing business in your library?
- Are you capable of upgrading your service style?
9.
- The purpose of any business is to obtain and retain customers
profitably.
10. The Transaction
- Determine customer preferences
- Concentrate on customer needs
- Satisfy customer expectations
- Create customer value and innovations
11.
- To promote a higher concept of the modern library, perhaps we
should promote a higher concept of its public.
12. Quiz
- How does your product play to your target audience?
- Do you extend your services to promote repeat patronage?
- Have you taken your current services and upgraded them to a
higher level?
- Do you entice your customers? ow
13.
- The purpose of any business is to profitably create emotional
connections that are so satisfying to customers and employees that
loyalty is assured.
14. Learn Your Customers
- What type of information do they want?
- Do they need an experience?
15.
- The knowledge of the community is paramount in building a
collection that serves and mirrors that community.
16. Quiz
- What makes your library different from your competition?
- What makes your library better than your competition?
- What makes your library unique?
17.
- Libraries build communities; however, it is the history and
culture of the community which give the library its soul and its
character.
18. Get In Touch
- Your community is starving.
19.
- Customers are not captives. They will go elsewhere if not
satisfied.
20. Quiz
- Does your library radiate quality and reliability?
- Do your services fit the unique needs and desires of your
customers?
- Do you engineer enjoyment into the services you provide?
21.
- You either live in spirit with your audience and enhance their
lives, or someone else will.
22. Sharpen Your Skills
23.
- There is no safety net in being cheap because we will never be
cheap enough. Our safety lies in being essential.
24. Quiz
- Can you fulfill your customers expectations and promises?
- Do your customers have an emotional connection with your
library?
- At what point do your customers experience your library?
- Do you reward your customers?
25.
- A librarys strategy is the bridge to the librarys future.
26. Public Principles
- The Public needs to have easy access to your library and your
services.
- Serving the Public is everyones job.
- Have enough staff to serve your Public.
27.
- The Public needs self-esteem.
- The Public needs a friendly, interested, helpful staff.
- The Public needs services that are easy to use.
- The Public needs goodwill.
28.
- The Public needs fulfillment.
- The Public needs to be impacted by customer service
efforts.
- The Public needs uniformity and quality.
- The Public needs consistency.
29.
- The Public needs to be social.
- The Public needs assistance to locate information and seek out
knowledge.
- The Public needs to feel a sense of ownership and pride.
- The Public needs to be connnected.
30.
- The Public needs answers to questions.
- The Public needs solutions to problems.
- The Public needs to experience the maximum benefit.
- The Public needs to be up-to-date.
31.
- The Public needs to be surrounded by pleasantness.
- The Public needs a clean, attractive and useful
environment.
- The Public needs to experience a positive and social
factor.
32.
- The Public needs recognition.
- The Public needs to feel appreciated and important.
- The Public needs to experience your uniqueness.
- The Public needs to trust you.
33. Quiz
- How important are your customers to you individually and
organizationally?
- Can your customers easily gain access to your services?
- Are your services and your staff approachable?
34.
- Do you provide consistent uniformity and quality?
- Do you promote a feeling of ownership and pride in your
customers toward your library?
- Are you keeping pace with changes in technology or other
advances?
35.
- Does your staff promote a sense of satisfaction to your
customers?
- Does your staff strive for excellence in customer service?
- Does your staff make it a point to learn the names of your
customers?
36.
- Loyal employees create loyal customers. When you establish a
remarkable connection between the organization and the employees,
they create amazing emotional connections with customers.
37. StaffYouAre the Library
38.
- Your library staff is your added value.
39. Committment
- Create an Inviting Environment
40.
- What youdois what counts.
41. Go Face to Face
- Find out what the customer wants
42.
- There is no greater motivator for customer service than that of
competition. Treating the public as potential customers forces
library services into the outer limits of customer satisfaction,
customer focused service, marketing, publicity, and public
relations.
43.
- Special thanks to Scott McKain for his teachings on how to win
customers and keep them for life.
- All Business is Show Business: Strategies for Earning Standing
Ovations from your Customers and Employees.
44.
- The Settlement Library Project
- http://circuit-out-rider.blogspot.com/