20 - 21 August, 2018 | Bayview Eden, Melbourne, VIC

Linda Gay

University of Canberra- Global Business College of Australia

2:00 PM Focusing Your Service Offering to Further Appeal to your Clients

A troubling statistic exists that library usage across Australia is diminishing as a population percentage. From 2011 to 2016, library users dropped from 44% of the population to 39% in 2016, dipping as low as 35% in 2015. Whilst the temptation may be there for libraries to try and diversify their services to appeal to a broader section of the population, another approach is to double-down on maintaining your current customer-base in these more difficult times. Methods to be covered in this session include understanding which demographics of your customers are core and which are transient, and using this understanding to build a more specialised service to retain the interest of your core clients.

  • Understanding your customers to focus your resources
  • Examining the debate around depth versus breath of services and facilities
  • How to prioritise wants of various customer groups

Check out the incredible speaker line-up to see who will be joining Linda.

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