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George Needham
Vice President, Global and Regional Councils
“The customer is always… the customer!”Providing top notch service in a multiple choice world
OPAL Annual Conference, August 8, 2014
http://static.someecards.com/someecards/usercards/the-customer-is-always-right-until-i-prove-them-wrong-2eafb.png
College library/public library customer comparison chart
http://bit.ly/TVGiGr Isleton Branch. Sacramento Public Libraryhttp://bit.ly/1mDUCi5
First principles
1. What are you really trying to accomplish?
2. What is the real problem?
3. What really matters to our customers?
Adapted from“First principles thinking: a better way to innovate”
by Jorge Barba on Game-Changer blog, June 26, 2014http://bit.ly/1r4r7Jx
1.) What are you really trying to accomplish?
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Alignment
http://www.westfieldcrew.com/uploads/1/5/3/6/15361018/967867206_orig.jpg?1370914072
Avoid the tug of war
http://www.calgaryunitedway.org/main/images/Newsfeed/plane-pull-2013.jpg
Define success
http://classcubby.cias.rit.edu/img/papers-picture.png
Limit the clutter
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http://www.someecards.com/usercards/viewcard/MjAxMi04ZjVkZDA1YjIyZWI3NjUw
Emotional clutter counts, too!
http://angeanglade.com/wp-content/uploads/2012/07/ClutteredMind.jpg
2.) What is the real problem?
You are
here.
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Ah, for the good old days…
http://upload.wikimedia.org/wikipedia/en/f/f9/Monopoly_pack_logo.png
Our changing value proposition
From…
Ranganathan’s Five Laws of Libraries
• Books are for use.
• Every reader his book.
• Every book its reader.
• Save the time of the reader.
• The library is a growing organism.
http://bit.ly/1ormEKE
Reordering Ranganathan
3.) What really matters to our customers?
http://www.balboa-software.com/LibraryCard-L.gif
http://law.ucla.edu/library/online-library-tour/first-floor/reference/
Identify your customers
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Understand your customers
http://www.starfleetacademy.edu/mindmeld
Connect with the always-connected
http://451heat.com/wp-content/uploads/2012/09/451-heat-451-Marketing.png
Cut through the noise
http://melaniewellspring.files.wordpress.com/2013/08/helmet-kids-slider.jpg?w=980&h=520&crop=1
Your users aren’t remote: you are
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Listen…a lot!
http://www.carrmg.com/wp-content/uploads/2013/07/Listening-273x300.jpg
Ask the right question
https://media.licdn.com/mpr/mpr/p/6/005/06c/3fa/0ad0ae8.jpg
But not just “The Usual Suspects”
http://spectrumculture.com/film/criminally-overrated-the-usual-suspects/
Forget being “all things to all people”
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Focus
http://rodkhleif.net/wp-content/uploads/2012/09/focus-Cat-Bug.jpg
Libraries don’t serve people…
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Individuals do
http://bit.ly/1nlNck7
Discussion
http://bit.ly/1mpi8Q8
Explore. Share. Magnify.
George Needham“The customer is always…the customer!”
614-761-5173
