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NLA Voice of the Customer

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Casey Kralik
Casey Kralik

The document discusses the importance of voice of the customer (VOC) programs in designing library services to meet user expectations. It defines key VOC concepts like Net Promoter Score, Most-Best-Worst analysis, and the listen-interpret-respond-measure cycle. The library uses various feedback methods and aims to continually improve services based on user input. The goal of VOC is to help the library provide the best possible experience for its patrons.

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Voice of the Customer Designing Library Services to Meet User Expectations Presented by Robin Bernstein, Becky Wymer and Casey Kralik October 15, 2010
Customer Service What does it mean to you? Web Definitions: "Customer service is about treating others as you would like to be treated yourself" www.admin.state.nh.us/hr/documents/Workforce_Development/worforce_development_definitions.doc Customer service is the provision of service to customers before, during and after a purchase. en.wikipedia.org/wiki/Customer_service Taking care of your customers, their needs and desires in a professional and courteous manner. regentpress.typepad.com/mlmmarketing/2009/07/direct-sales-beginners-dictionary-part-1.html
Customer Service at BU Workshops The Customer iCare Voice of the Customer
VOC Our voice of the customer (VOC) program is a channel for acquiring business insight about customers and what is important to them. Utilize NPS (Net Provider Score) MBW (Most, Best, Worst) LIRM (Listen, Interpret, Respond, Measure) cycle mapping
VOC / NPS Net Provider Score (NPS) developed by loyalty expert Fred Reichheld, and in 2006, he published The Ultimate Question, a research methodology for ascertaining customer loyalty. The question is, simply, How likely is it that you would recommend___________to a friend or colleague? Respondents were asked one additional question to probe the root cause of their rating: What is the main reason for your rating?
VOC / MBW Originally developed by Andrea Zimmerman, a Six Sigma Black Belt. What have I heard the MOST this week? What was the BEST thing that I heard this week? What was the WORST thing that I heard this week?
VOC / LIRM By listening at each touch point, interpreting the results of the listening, responding as needed, and measuring results of those responses in highly defined cycles, we become attuned to the student voice and can focus improvement/satisfaction efforts on what really matters to the student.
VOC VOC is the nexus of Best In Class Service, which is a key initiative of the University. If we do not know what our customer wants or how they feel about current service experience, we cannot move towards a Best in Class experience. The loudest voices are typically those with a complaint attached.
VOC: Responses
VOC: Responses Best in Class (Service) World Class Learning (Academics) AQIP Standards, Goals and Initiatives
VOC: Responses Methods of Feedback Surveys 24/7 Librarian Webpage Facility / Computer Usage Reports Bibliographic Instruction Suggestion Box You Asked/We Listened
VOC: Responses Responses to Feedback Extended Hours 24/7 Service (QuestionPoint) Portals Ask-a-Librarian Database Information Electronic Services
VOC: Responses Responses to Feedback Emailing ILL articles Laptops Electrical Outlets Media subscriptions Outreach
VOC: Proactive Development
VOC: Communication More Than Books How Do I / Where Is Facebook Blog
VOC: Courses/Programs Copyright Center BUILD IT Mobile Applications iPad
VOC: Research Reference LibGuides Online Workshops Personal Librarian Text a Librarian
VOC: Library Classroom Bibliographic Instruction Professional Growth Day Lunch and Learn
VOC: Conclusion What does VOC mean to the library? A program that recognizes the importance of patrons to our success, and a commitment to include their perspectives in decisions being made throughout the library. It allows us to learn more about our own strengths and weaknesses, and to use those insights to improve the efficiency and effectiveness of our services
VOC Conclusion Effective communication is the key! Always look for new initiatives! Enjoy what you do! See you next year
Voice of the Customer Questions?
VOC: Contact Us Robin Bernstein Senior Director, Library Services [email_address] or 402-557-7300 Becky Wymer Systems Librarian [email_address] or 402-557-7317 Casey Kralik Technical Services Librarian [email_address] or 402-557-7309

More Related Content

NLA Voice of the Customer

  • 1. Voice of the Customer Designing Library Services to Meet User Expectations Presented by Robin Bernstein, Becky Wymer and Casey Kralik October 15, 2010
  • 2. Customer Service What does it mean to you? Web Definitions: "Customer service is about treating others as you would like to be treated yourself" www.admin.state.nh.us/hr/documents/Workforce_Development/worforce_development_definitions.doc Customer service is the provision of service to customers before, during and after a purchase. en.wikipedia.org/wiki/Customer_service Taking care of your customers, their needs and desires in a professional and courteous manner. regentpress.typepad.com/mlmmarketing/2009/07/direct-sales-beginners-dictionary-part-1.html
  • 3. Customer Service at BU Workshops The Customer iCare Voice of the Customer
  • 4. VOC Our voice of the customer (VOC) program is a channel for acquiring business insight about customers and what is important to them. Utilize NPS (Net Provider Score) MBW (Most, Best, Worst) LIRM (Listen, Interpret, Respond, Measure) cycle mapping
  • 5. VOC / NPS Net Provider Score (NPS) developed by loyalty expert Fred Reichheld, and in 2006, he published The Ultimate Question, a research methodology for ascertaining customer loyalty. The question is, simply, How likely is it that you would recommend___________to a friend or colleague? Respondents were asked one additional question to probe the root cause of their rating: What is the main reason for your rating?
  • 6. VOC / MBW Originally developed by Andrea Zimmerman, a Six Sigma Black Belt. What have I heard the MOST this week? What was the BEST thing that I heard this week? What was the WORST thing that I heard this week?
  • 7. VOC / LIRM By listening at each touch point, interpreting the results of the listening, responding as needed, and measuring results of those responses in highly defined cycles, we become attuned to the student voice and can focus improvement/satisfaction efforts on what really matters to the student.
  • 8. VOC VOC is the nexus of Best In Class Service, which is a key initiative of the University. If we do not know what our customer wants or how they feel about current service experience, we cannot move towards a Best in Class experience. The loudest voices are typically those with a complaint attached.
  • 10. VOC: Responses Best in Class (Service) World Class Learning (Academics) AQIP Standards, Goals and Initiatives
  • 11. VOC: Responses Methods of Feedback Surveys 24/7 Librarian Webpage Facility / Computer Usage Reports Bibliographic Instruction Suggestion Box You Asked/We Listened
  • 12. VOC: Responses Responses to Feedback Extended Hours 24/7 Service (QuestionPoint) Portals Ask-a-Librarian Database Information Electronic Services
  • 13. VOC: Responses Responses to Feedback Emailing ILL articles Laptops Electrical Outlets Media subscriptions Outreach
  • 15. VOC: Communication More Than Books How Do I / Where Is Facebook Blog
  • 16. VOC: Courses/Programs Copyright Center BUILD IT Mobile Applications iPad
  • 17. VOC: Research Reference LibGuides Online Workshops Personal Librarian Text a Librarian
  • 18. VOC: Library Classroom Bibliographic Instruction Professional Growth Day Lunch and Learn
  • 19. VOC: Conclusion What does VOC mean to the library? A program that recognizes the importance of patrons to our success, and a commitment to include their perspectives in decisions being made throughout the library. It allows us to learn more about our own strengths and weaknesses, and to use those insights to improve the efficiency and effectiveness of our services
  • 20. VOC Conclusion Effective communication is the key! Always look for new initiatives! Enjoy what you do! See you next year
  • 21. Voice of the Customer Questions?
  • 22. VOC: Contact Us Robin Bernstein Senior Director, Library Services [email_address] or 402-557-7300 Becky Wymer Systems Librarian [email_address] or 402-557-7317 Casey Kralik Technical Services Librarian [email_address] or 402-557-7309