A Purple Cow in the Library

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• A Purple Cow in the Library

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Purple Cow
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The Nordstrom Way

• TitleThe Nordstrom way to customer service
  excellence a handbook for implementing great
  service in your organization
• AuthorSpector, Robert, 1947-
• PublishedHoboken, N.J. John Wiley Sons,
  c2005.
• Subject Heading(s)Nordstrom (Firm)--Management.C
  ustomer services--United States--Handbooks,
  manuals, etc.Department stores--United
  States--Management.

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Some observations on Improving Services

• Invest in fantastic products, not replacements or
  upgrades.
• Re-Invent service dont just improve it.
• What new ILS feature is so fantastic that you
  would replace your current local system?
• Remember that Self Service does NOT equal no
  service.

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Some observations on Improving Services

• Ubiquity does NOT equal Cutting Edge
• Remember that the 1st web only accessible OPAC
  went live over 10 years ago.
• Create cutting edge services for early
  adaptors/sneezers. They will spread the virus.
• Think iPod and MP3
• Think file sharing not database access
• Think audiobooks not books on tape/CD

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Some observations on Improving Services

• Concentrate on creating end-user independence
  If they have to ask there is something wrong.
• Every tick mark recorded at the Ref Desk is a
  measure of failure.
• How can you improve your services and reduce the
  number of reference questions?
• Remember Convenience trumps quality!

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Some observations on Improving Services

• Good service is not memorable service.
• Bad service is unforgettable.
• Great service creates a buzz, its viral and
  contagious.
• Create new services with the early adaptors in
  mind, not the majority of users.
• Dont worry about he
• Infect the Sneezers and the others will catch on.
• Innovate, dont create work arounds

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Some observations on Improving Services

• Why is E-ZBorrow so successful?
• Self Service
• Unique
• Uninhibiting
• Breaks the rules

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Some observations on Improving Services

• Implement Self Check
• Eliminate the circulation desk
• If problems occur staff go to users, not the
  other way around.
• Dont treat every user the same, treat everyone
  special.
• Staff not on public service duty should not be
  visible. The Kinko effect.

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Some observations on Improving Services

• Staff should spend time creating new services not
  imporving old ones. In reality how much better
  can the user experience be by simple
  improvements?
• Improving document delivery from 4 ot 3 days is
  not a significant imporvement whe 4 to 5 hours is
  possible and could be the norm.

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Some observations on Improving Services

• Shaving a day is tweaking the service. Delivery
  in 4 to 5 hous requires reinventing what and how
  you do something.
• RAPId
• Ariel
• Roving scanners with WIFI

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Some observations on Improving Services

• In The Tipping Point, Malcolm Gladwell talks
  about stickiness. Great service creates
  stickiness.