NLA Voice of the Customer

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 ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service at BU ,[object Object],[object Object],[object Object],[object Object]

VOC ,[object Object],[object Object],[object Object],[object Object]

VOC / NPS ,[object Object],[object Object],[object Object]

VOC / MBW ,[object Object],[object Object],[object Object],[object Object]

VOC ,[object Object],[object Object],[object Object]

VOC: Responses ,[object Object],[object Object],[object Object],Standards, Goals and Initiatives

VOC: Responses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

VOC: Responses ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

VOC: Communication ,[object Object],[object Object],[object Object],[object Object]

VOC: Courses/Programs ,[object Object],[object Object],[object Object],[object Object]

VOC: Research ,[object Object],[object Object],[object Object],[object Object]

VOC: Library Classroom ,[object Object],[object Object],[object Object]

VOC: Conclusion ,[object Object],[object Object],[object Object]

VOC Conclusion ,[object Object],[object Object],[object Object],[object Object]

Voice of the Customer ,[object Object]

VOC: Contact Us ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

NLA Voice of the Customer

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