Venue Experience Team to feedback to Library of Birmingham

The Venue Experience (VE) Team have been appointed as consultants on a project to help drive meetings and events business to the £188m Library of Birmingham (LoB), which opened in September 2013.

The VE Team consultancy will provide support including streamlining internal processes to measuring customer feedback.

The LoB has over 10 unique event spaces and meeting rooms, as well as roof top gardens.

Head of Business Management for the LOB, Rebecca Bostock said: “As a unique meeting and event venue it can be hard to let the organisers know that we can deliver to a very high standard of service in an unusual environment.”

Bostock added that the VE platform that the LoB has signed up to allows customers, including organisers, delegates or speakers, to feedback on their experience.

“This gives an industry benchmark score which can demonstrate how good the facilities and levels of service are and allows us to have an open and transparent customer feedback system, which in return will help drive new  business and retain exiting clients. This is essential in our commitment to establish ourselves as a unique and credible alternative to existing meeting and event venues in Birmingham.”

VE Team Director, Liz Carnell was previously Sales Director for the International Convention Centre (ICC) Birmingham and the Convention Centre Dublin (CCD), before she left to launch the agency.

“We are very excited to be working with the LoB as it has great potential and is a fantastic alternative venue for clients who are looking for something different,” she said.

“Since working with Rebecca and her team we have developed a bespoke CRM and diary management system for the venue, which allows for better forecasting and sales analysis. In addition we have reviewed and assessed the event delivery process and created a more streamlined system to allow the teams to work more efficiently.

“We are continuing to monitor customer feedback via the venue-experience website, which will allow us to identify the areas which need improving based on real time customer experience.”

Since its launch in April 2013 the VE Team has worked with the Town Hall Birmingham and Symphony Hall and the Yarnfield Park Training & Conference in a similar capacity.

Do you have news for CN? Email: Paul Colston

Paul Colston


Paul Colston

Managing Editor, Conference News & Conference & Meetings World.

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