Don't get too excited, it's a book review not an article. However, at 800 words in length, it's a pretty lengthy review. I highly recommend the book, too. The details:
The Book: Listening to the Customer by Peter Hernon and Joseph R. Matthews (find in a library)
Where I Reviewed It: Appears in the March/April 2012 issues of Marketing Library Services. You are only able to read it if you subscribe to this publication. However, their copyright agreement allows me to post the review in a few months, so I will do so then.
The General Verdict: A great read for anyone who is responsible for library marketing or wants to know how to improve their customers' opinions of their library.