Creating Customer Experience: on the web, in the library, in the community

CreatingcustomerExperience web on the in the library in the community

What has Changed?http://www.flickr.com/photos/bestrated1/2621358221/

http://www.flickr.com/photos/sir_mervs/2691990934/Competition

http://www.flickr.com/photos/45688285@N00/46323500/

http://www.flickr.com/photos/benjamingolub/3059525763/

http://www.flickr.com/photos/rkleine/3567189079/

Why thinkabout that?

you have visitors. right now.What kind of experienceare they having?

what to do? flickr.com/photos/b-tal/116220689/

Plan yourlibrary experience flickr.com/photos/ocarchives/3952964087/

flickr.com/photos/deansfurniture5/2462980045/

flickr.com/photos/94379417@N00/4808475862/

what arethey sayingabout you?

askflickr.com/photos/francois/404908918/ focus groups

http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)

flickr.com/photos/ohiouniversitylibraries/3507674990/

flickr.com/photos/jrnoded/3340607045/

flickr.com/photos/beyondbeauty/4241128107/

flickr.com/photos/mmewuji/4386845410/

flickr.com/photos/wlscience/4200630845/

flickr.com/photos/92wardsenatorfe/3126053699/

flickr.com/photos/fornal/437703236/

flickr.com/photos/picturesofthings/2437232419/

whichis it?

flickr.com/photos/poblibrary/2674563551/ your processis showing

go whereflickr.com/photos/beavis/2425374221/ people gather

http://flickr.com/photos/gaetanlee/118885175/

pesquisaconsumo.blogspot.com/2010_04_01_archive.html

flickr.com/photos/pitel/507791613/

yourstuff

yourstaff

Textactual staff

actual staff

FindingTime

Change Focus

ask! http://flickr.com/photos/oberazzi/318947873/

flickr.com/photos/29106784@N02/2719649603/

Thank You!davidleeking.com

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Creating Customer Experience: on the web, in the library, in the community

by David King on May 16, 2011

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Creating Customer Experience: on the web, in the library, in the community — Presentation Transcript