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.
OBNB doesn't sell books, but you may be able to find a copy at one of these websites:
Listening to the customer by Peter Hernon. ISBN 9781598847994. Published by Libraries Unlimited in 2011. Publication and catalogue information, links to buy online and reader comments.
