inspire lifelong learning advance knowledge …...the new york public library’s mission •inspire...
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The New York Public Library’s Mission
• Inspire Lifelong Learning
• Advance Knowledge
• Strengthen Our Communities
February 2018
Being Customer Centric
NYPL’s Core Values
• Helpful
• Curious
• Resourceful
February 2018
Being Customer Centric
Our Strategic Priority
More People Reading More
February 2018
Being Customer Centric
Brand Perception vs. Experience
February 2018
Being Customer Centric
Customer Experience = Experiential Marketing
February 2018
Being Customer Centric
NYPL’s Ideal Customer Experience
• Convenient
• Consistent
• Empowering
• Inspiring
February 2018
Being Customer Centric
Customer Experience (CX) vs. User Experience (UX)
Customer Experience
User Experience
User Experience
User Experience
User Experience
February 2018
Being Customer Centric
Customer Experience Value Chain
Internal Service
External Service
Customer
Experience
February 2018
Being Customer Centric
The NYPL Customer Experience Team
February 2018
Being Customer Centric
Ask NYPL Customer Service
Circulation & Access
Services
Customer Experience
Reader Services
Volunteer Services
Customer Experience Is a Partnership
February 2018
Being Customer Centric
88 Branch Libraries
&
Educational Programs
4 Research Centers
Customer Experience
Capital Construction & Facilities
Communications & Marketing
Development
Digital
Government RelationsHuman Resources
IT
Security
Engaging Staff with Customer Experience
February 2018
Being Customer Centric
Convenient: Library Card Application
February 2018
Being Customer Centric
Empowering: Lifecycle Messages
February 2018
Being Customer Centric
Application Conversion Welcome Renewal
Empowering: Journey Builder
February 2018
Being Customer Centric
Collecting Email Addresses is Paramount
February 2018
Being Customer Centric
Messages Increased Renewal Rate by 45%
Renewal Rate
Control
Test
February 2018
Being Customer Centric
Convenient: SimplyE 2.0 E-Reader App
February 2018
Being Customer Centric
Browse – Download – Read
February 2018
Being Customer Centric
My Books – Reservations – Account
February 2018
Being Customer Centric
Convenient: Get a Library Card with SimplyE
February 2018
Being Customer Centric
Convenient: Get a Library Card with SimplyE
February 2018
Being Customer Centric
eBook Circulation Increased by 22%
eBook Circulation
FY16
FY17
February 2018
Being Customer Centric
Consistent: Customer Service Training
February 2018
Being Customer Centric
Consistent: Internal Support and Feedback
February 2018
Being Customer Centric
Consistent: Staff Service Awards
February 2018
Being Customer Centric
Empowering: Digital Training
February 2018
Being Customer Centric
Empowering: Devices for Training and Support
February 2018
Being Customer Centric
Empowering: Get Help Support Center
February 2018
Being Customer Centric
Empowering: New Support Tools
February 2018
Being Customer Centric
Replies per Resolved Case Decreased by 11%
Replies per Resolve
FY16
FY17
February 2018
Being Customer Centric
Inspiring: Reading Recommendations
February 2018
Being Customer Centric
Inspiring: New Arrivals
February 2018
Being Customer Centric
Inspiring: Staff Picks
February 2018
Being Customer Centric
Follow NYPL
February 2018
Being Customer Centric
Come for a Visit: 445 Fifth Avenue
February 2018
Being Customer Centric
Questions & Answers
February 2018
Being Customer Centric
Thank You
February 2018
Being Customer Centric
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