Hello world

Welcome on board the Unley Libraries latest blogtastic adventure through LibraryLand (tm).

Now that we have well and truly adopted RFIDing as a natural state, the Really Fantastic Idea, Dude! blog will be left as a monument to our RFID awesomeness. It'll be there if you need to refresh your memory, but we won't be adding to it any longer. Instead this blog, The Unley Libraries Customer Experience Experience, will be your new central go to location for all things.

I know we talk about the customer experience like totes all the time in Unley LibraryLand, but if you want to go back to the start of our journey, why not begin with a refresher of the PowerPoint presentation we kicked off the customer experience conversation with? You can find it @ H:\Library\Customer Experience\The Customer Experience.pptx.

It really reinforces the concept of the customer experience for us. It is no longer about just traditionally customer service in terms of face-to-face or phone conversations. We're talking everything single thing that a customer is measuring us by - 24 hours a day, 7 days a week (or as they say on the iView 'always!'). This includes:

• Any point a customer 'touches' us (no, not like that!) including social media, the website, emails, phone calls, outreach...
• Informal methods like word of mouth...we do live in Adelaide after all...
• The look of our libraries - our promotions, our spaces, places and attractiveness for lingering...longer of course.
• Us - our welcoming nature, our knowledge, skills, approachability, attitudes and general awesomeness.
• Our offerings - our collections, our programs, our events, our technology, our <insert all the things here>
• And so so much more of course.

Also try and put yourself back in the mindset of being the customer a la the coffee mystery shopper experience too. The more we remove our blinkers and think like our customers, the more fantastic our service will be.

So come one, come all, to the Unley Libraries Customer Experience Experience. The place where we will all share all of the things to help us help all of the people get the most from Unley Libraries all of the time. Catchy huh? This will include things like STAR enhancers (customer service and systems tips and tricks), Reader's Advisory, Library Beautification and Wonderment and well, everything customer experience-y. You will all be welcome and encouraged to contribute and comment and bring ideas, so let's get this party started and make the most of this opportunity to share, learn and bring the awesome. Go you good things!