It doesn’t always need to be a big change to enrich a customer’s experience. Receiving comments and listening to suggestions on an individual basis from customers can lead to improvements that benefits all customers.
November 8, 2016 was a monumental day for the Mid-Continent Public Library (MCPL), located in the Kansas City metropolitan area. Three counties in the area - Jackson, Clay and Platte - included library levy Proposition L on their ballots. The library levy requested an 8 cent increase that would raise property taxes from 32 cents to 40 cents per $100 of assessed valuation, adding an estimated $9.5 million to the Library’s current annual operating budget of $42 million.
With over 900,000 cardholders across 17 branches, the ability to reach specific groups of customers with messages and information is opening new doors for the Phoenix Public Library (PPL).
The customers at the Mint Hill branch of the Charlotte Mecklenburg Library wanted more digital content. That was one of the major takeaways for Branch Manager Mark Engelbrecht after a customer service survey performed through Savannah last summer.
Your library developed your strategic plan with a clear road map designed to carry out your mission, but how do you put that plan into action and measure progress toward goals? What outcomes do you seek to monitor your organization’s performance?