The Power to Delight: Providing extraordinary service

  • With Christine Kreger and Kieran Hixon
  • Originally aired 01/12/2017
  • View the Archive

People everywhere (including our patrons) have seemingly unending choices when it comes to deciding where to take their business. Consequently, customer experience can make or break the relationships we have with our communities.

In this session we will share concrete tips from non-library service champions, and brainstorm ways to provide extraordinary service in our own organizations. Come prepared to share your own service stories, both good and bad, from within your library and beyond, as we work together to develop new rules of service designed to delight.

Resources:

Articles

Stories

Books

  • The Amazement Revolution –  by Shep Hyken
  • Disney U –  by Doug Lipp
  • Lessons from the Mouse –  by Dennis Snow
  • Onward: How Starbucks Fought for its Life without Losing its Soul – by Howard Schultz
  • The Cult of the Customer – by Shep Hyken
  • The Apple Experience – by Carmine Gallo
  • The Customer Service Survival Kit – by Richard S. Gallagher

Kieran Hixon

About Christine Kreger and Kieran Hixon

Christine Kreger is the Colorado State Library’s first full-time Professional Development Consultant, bringing over 25 years of training and continuing education experience to the table. Early on, she focused on face-to-face instruction, and group presentations, but recently has developed an appreciation for the power of interactive training, both in person and online.

As the Technology and Digital Initiatives Consultant for the Colorado State Library, Kieran is passionate about rural libraries. His focus has been on open source software and low cost tech solutions for small rural libraries. He is excited to be an errant librarian on the edges of the digital divide.