March 21, 2018

Customer Service Trends — Changing The Libraries Experience

Totally awesome! You have to check out these great trends in customer service delivery….the new Customer Service 2.0. They are changing the way our public will think about their library experience. And it is changing at such a fast pace that we have to be ready to act.

The blog post came from FuturistSpeaker and blasted into my email queue. ” Flooring the Customer: Retail 2.0, The Rebirth is Coming” starts with a quotation from Sam Walton, “High expectations are the key to everything,” the post identifies 9 customer service trends that all “floor” the customer. Our public will experience these trends and, when entering our buildings, will look for them in our facilities as well. We need to meet the expectation.

The trends include:

1. Expert Shops

2. 3D Mirror Tech Shops

3. Body Scanner Tech Shops

4. Mobile Shops

5. Pop-Up Shops

6. Docking Shops

7. Complementary Digital Curation

8. No-Inventory Demo Shops

9. Google Goggles Retail

Every one of these trends will have an impact on the library brand. Which one intrigues you, and how can we make it actionable for libraries?

Alison Circle About Alison Circle

Alison Circle is director of marketing communications for Columbus Metropolitan Library. Previously she was an Account Director at Jack Morton Worldwide, a global branding agency, and her primary client was Target Stores. Prior to that she was the National Marketing Director for Minnesota Public Radio and "A Prairie Home Companion with Garrison Keillor." She has advanced degrees in English and Fine Arts, and is a recipient of a National Endowment for the Arts grant.