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There was a Harvard Business Review article that talked about Enterprise Car Rental. They found that they tapped into their most POSITIVE customers, only surveyed them extensively to find out what the company did WELL and to get other feedback for improvement as they were regular customers, and encouraged them to mention the company to their friends. They saw profits soar and their ad budget not grow much because word of mouth makes all the difference-both good and bad. Here is an email that Linda Sappenfield on my staff sent today. It shows the force of word of mouth. I doubt this customer would have ever seen us in the Round Rock Leader, or think of going to the website: >From Linda: Yesterday a woman came to the desk for her printouts and commented, "I just love your library!" I thought to myself that she was probably enjoying the cheap printing, but she went on to share that she'd tried several <other libraries>, and a friend recommended she come to Round Rock. She said, "Your books are so much better!" You never know. -------------------------------------------- Dale L. Ricklefs, Library Director 216 E. Main Street, Round Rock, TX 78664 512-218-7010; fax: 218-7061; [EMAIL PROTECTED] http://www.roundrocktexas.gov/library. Please note that our city has instituted a spam blocking program. Some business-related mails are being blocked or you may receive an erroneous "mailbox full" type of message. If I have not responded to your email (and I almost always do), please resend to my personal account at [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> . Foreign emails, hotmail accounts, and some yahoo and .org accounts are the common extensions being blocked. I am sorry for this inconvenience. ________________________________ From: Laurie Mahaffey [mailto:[EMAIL PROTECTED] Sent: Friday, February 16, 2007 10:28 AM To: ctls-l Subject: [ctls-l] FW: [slm] What's Your Library's Net PromoterR Score? This is a message from CTLS-L. Selecting "Reply" will send a message to the originator. Selecting "Reply to All" will send a message to the entire list. --------------------------------------------------------- Here's an interesting tidbit that Dawn Vogler sent out on the SLM list. Please forgive duplication. Laurie Laurie Mahaffey, Deputy Director Central Texas Library System, Inc. 1005 West 41st Street Austin, Texas 78756 512-583-0704, ext. 18 [EMAIL PROTECTED] www.ctls.net -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dawn Vogler Sent: Thursday, February 15, 2007 5:13 PM To: [EMAIL PROTECTED] Subject: [slm] What's Your Library's Net Promoter(r) Score? Interesting article passed on from Deborah Littrell. I thought I would share. http://www.oclc.org/nextspace/005/1.htm Could the essential question, Would you recommend us to a friend?, be the only survey question you need to ask your customers? It sure does resonate with me. Dawn Dawn Vogler Library Management Consultant Texas State Library & Archives Commission PO Box 12927 Austin, TX 78711-2927 (512) 936-4449 phone (512) 463-8800 fax _______________________________________________ slm mailing list [EMAIL PROTECTED] http://lists.tsl.state.tx.us/mailman/listinfo/slm
