Through the efforts of Rhea Ballard, the following program has been developed for the Middle Managers' Luncheon being held in Baltimore on Sunday July 20 at noon.
Faculty and students are not just patrons; they are your customers. Having satisfied patrons is only the beginning. To cultivate loyal patrons, you need to go the extra mile in the level of service that you provide. Highlighting some of the techniques used by AT&T and Nordstroms, this program will help you understand why librarians too should go beyond satisfaction and aim for loyalty. This program will give you an understanding of the competing influences that your patrons face on a daily basis and what you can do to win and keep your patrons' loyalty and support.
The program is being presented by two LEXIS-NEXIS representatives, Jenny Kanji (Senior Regional Information Manager) and Kathy Crosslin (Regional Information Manager).
We hope that you will be attending. The deadline for reservations is June 13th.