Bibliograph

Listening to the customer, Peter Hernon and Joseph R. Matthews

Type

Label

Listening to the customer, Peter Hernon and Joseph R. Matthews

Language

eng

Bibliography note

Includes bibliographical references and index

Illustrations

illustrations

Index

index present

Literary Form

non fiction

Main title

Listening to the customer

Nature of contents

bibliography

Responsibility statement

Peter Hernon and Joseph R. Matthews

Table Of Contents

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

Classification