Listening to and valuing customer comments -- Obtaining staff buy-in -- Methodologies (structured and solicited approaches) to gathering voice-of-the-customer data -- Methodologies (unstructured and solicited approaches) and the presentation of data collected -- Methodologies (structured but not always solicited approaches) and analyzing study findings -- Methodologies (unstructured and unsolicited approaches) -- I was once lost but now ? -- Analyzing and using the customer's voice to improve service -- Communication -- Valuing library customers.
This resource is supported by the Institute of Museum and Library Services under the provisions of the Library Services and Technology Act as administered by State Library of Iowa.