Speakers: Chris Boivin – Assistant Director, Community Relations & Marketing, Jacksonville Public Library, and Kate Jacobs, Senior Consultant – Savannah Platform, OrangeBoy, Inc.
Do you struggle with collecting and sharing qualitative data for your stakeholders? Savannah® libraries are using data to make informed decisions by employing Net Promoter Score (NPS), a customer loyalty metric that gauges customer satisfaction through a one-question scale. It has proven to be a valuable management tool in various industries. In Savannah, NPS has been automated, allowing libraries to collect continuous feedback from their customers about their library experiences.
Join OrangeBoy along with Jacksonville Public Library to explore how this Florida library analyzes and communicates its NPS data for different stakeholders, with a new approach to qualitative data gathered in the well-known one question survey. During the session, attendees will learn how to:
- utilize NPS for quantitative and qualitative data,
- analyze and build a narrative from data,
- gather meaningful feedback and comments from cardholders, and
- use OrangeBoy’s Savannah for these efforts!
About Savannah
Savannah®, OrangeBoy’s proprietary Customer Lifecycle Management Software-as-a-Service (SaaS) gives public libraries the tools to measure, manage, and market their organization. This single, cloud-based system eliminates the need for libraries to access multiple platforms or sift through reams of paper to make data-driven decisions while acquiring, engaging, and nurturing cardholders. Savannah’s software portion provides a set of tools to measure library performance, understand and respond to demand for library services, report results to the community, allocate resources, communicate with customers, identify patterns of use, secure feedback, and more. OrangeBoy’s service portion truly sets the firm apart. The account management and support teams assist more than 250 public libraries with data uploads and integration, messaging support, analysis, campaign strategy and development, customer insights, and more.
About the Speakers
Chris Boivin has been using marketing and communications to help people and brands get the right message to the right people for 30 years, and for the past seven, he’s been leading marketing at Jacksonville Public Library in Florida. He serves on the board of the Library Marketing Conference Group, founded the Library Marketing Book Club, and speaks at marketing events across the U.S.
Kate Jacobs is a Senior Consultant for Savannah at OrangeBoy, Inc., a software and consulting firm. Kate has been an integral part of the team for over seven years. Kate and their team work with over 250 libraries worldwide, focusing on data insights, and helping clients develop marketing strategies and service development offerings.
The RIPL Team thanks OrangeBoy, Inc. for serving as a RIPL 2023 sponsor!