word of mouth marketing seminar - joanne smith hobson's bay on customer service
DESCRIPTION
Joanne Smith from Hobson's Bay Libraries talks about customer service word-of-mouth in the self-serve generation. Presented at LibMark's Word of Mouth Marketing Seminar in June 2014TRANSCRIPT
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Everyone’s a Marketer:The Power of Word-of-Mouth Marketing
LibMark June 2014
Joanne SmithHobsons Bay Libraries
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Hobsons Bay Libraries• Western Suburbs
• 5 branches
• 7 days service
• 63 public access PCs and WiFi
• RFID
• Separate Library Website
• Facebook and Twitter
• A range of self serve technologies
• Flexible and Accessible spaces
• Exhibition Spaces
• Display Cases for hire
• Meeting Rooms for hire
• Home Library Service
• Cafes at 2 sites
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How many times did you receive a DIY demo before you felt comfortable showing someone else?
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What would you say was the single biggest area that RFID impacted your work?
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Easy ways to market ourselves better?
•Talk to each other, share skills and share stories
•Integrate a self check demo in your joining procedure
•Move away from the desk
o Think about floor walking in a meet & greet/concierge capacity
o Provide hands on demos of equipment
o Engage customers in the shelves and walk & talk them to a DIY
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HBLers