So I read To a Temporary Place in Time and the Wikipedia article on Library 2.0.
Commodity/Product/Service/Experience--are we doing all of those things? Some? Have we been doing those things but not calling it that? Maybe/probably/yes
Customer service is seeing our customers and their needs and wants--whether it's guiding a senior citizen to the large print books or working with the 7 year old on Neopets and that child never takes a physical thing from the building. And mostly it's keeping ourselves open to our customer needs and experiences whether or not they never ask for the Hurlburt Mutual Funds newsletter again or not.....
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1 comment:
Well said! We have to meet our customers where they are, not where we want them to be. (The same is true for our children, our significant others, our friends, etc.)
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