Word of Mouth Marketing Seminar - Joanne Smith Hobson's Bay on Customer Service
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Everyone’s a Marketer: The Power of Word-of-Mouth Marketing LibMark June 2014 Joanne Smith Hobsons Bay Libraries
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 2014
Transcript of Word of Mouth Marketing Seminar - Joanne Smith Hobson's Bay on Customer Service
Everyone’s a Marketer:The Power of Word-of-Mouth Marketing
LibMark June 2014
Joanne SmithHobsons Bay Libraries
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
How many times did you receive a DIY demo before you felt comfortable showing someone else?
What would you say was the single biggest area that RFID impacted your work?
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
HBLers
