As to my background and credentials as editor of this publication: I began my career as a sports journalist, where I worked closely with Sports Illustrated, and later as a reporter at the Cincinnati Enquirer and as Weekend Night Sports Editor for the Cincinnati Post. I moved on to work as a copywriter in the marketing department at Union Central Life, then one of the top 50 insurance companies in the US. My next stint was as a Marketing Manager for KDI Corporation, a high-tech A&D conglomerate. From there I served for a couple of years as a writer and account executive at a promotion agency, working for Champion Spark Plugs, Owens-Corning and Jeep. I did a stint as editor of an international trade magazine and then made the jump to marketing management at a chemical company, and later at NuTone, a manufacturer of home building products. That’s when I made the big jump, opening a sales promotion agency with partners Richard Blumberg and Barron Krody. Over the next two decades we built the agency up to one of the 50 largest in the US, serving Procter & Gamble, Toshiba, Florida Power & Light, 3M, Imation, Quaker State, Pillsbury, St. Paul Insurance, among others. I sold the agency to join Cincom Systems — the oldest software company still in existence — where I worked with a phenomenal group of marketers as Marketing Director for Manufacturing Customer Strategies and to manage marketing programs with Microsoft Dynamics, our primary business partner . I retired from Cincom at the end of 2015 to put renewed focus on this online magazine.

Library Staff Expand on The Potter Customer Experience

When I posted my previous article on Harry Potter, I was focused on the more traditional commercial channels — from the author who consistently has delighted everyone with her story-telling to the publishers and bookstores who market the books.

I failed to see another big channel for books — the nation’s public libraries.

They too apparently recognize the responsibility for extending a perfect customer experience for Potter fans.

Here’s a post from "Something New Every Day" — a library blog written by an unnamed support services person at a public library in Central Wisconsin.

The wait is over! As of the library opening an hour ago, our customers can check-out their copy of Harry Potter and the Deathly Hallows. The books were made shelf-ready yesterday and kept in a secure area per the agreement. This morning a page arrived at her scheduled time an hour before opening and began checking in the books to catch the holds. She then began calling the customers with the news that a copy is waiting for them. Seven of the 40-some copies are already checked out — within an hour of the library opening!

The magic isn’t that the seven copies checked out so quickly. The magic is that staff pulled together, put in extra effort, took total ownership of getting the books into the hands of customers as soon as possible. One volunteered to come in at midnight, and another volunteered to work on her day off if that’s what was needed. (We didn’t take those extreme measures). They were determined to give our customer’s a great experience!

The best part of this is that those people’s ownership of this project and dedication to providing an excellent customer experience was “business as usual”.

Update – two more copies checked out while I was typing this. Way to go!

With this kind of customer service focus, our nation’s public libraries are in great hands!