Creating Customer Experience: On the Web, In the Library, In the Community

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Creating customer experiences via a website and a building ... for libraries. Presented in Australia.

Creating customer experiences via a website and a building ... for libraries. Presented in Australia.

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  • 1. CreatingcustomerExperience on the web in the library in the communitydavid lee king • topeka & shawnee county public library • davidleeking.com
  • 2. What has Changed?http://www.flickr.com/photos/bestrated1/2621358221/
  • 3. this is ... flickr.com/photos/yourdon/2715583000/
  • 4. this is ... HUGE
  • 5. flickr.com/photos/luc/2944876508/
  • 6. http://www.flickr.com/photos/sir_mervs/2691990934/Competition
  • 7. http://www.flickr.com/photos/rkleine/3567189079/
  • 8. n c e ie r ? e n p g x sie e d
  • 9. Why thinkabout that?
  • 10. you have visitors. right now.What kind of experienceare they having?
  • 11. what to do? flickr.com/photos/b-tal/116220689/
  • 12. Plan yourlibrary experience flickr.com/photos/ocarchives/3952964087/
  • 13. flickr.com/photos/deansfurniture5/2462980045/
  • 14. t e n l i sflickr.com/photos/94379417@N00/4808475862/
  • 15. what arethey sayingabout you?
  • 16. askflickr.com/photos/francois/404908918/ focus groups
  • 17. stats
  • 18. http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)
  • 19. flickr.com/photos/ohiouniversitylibraries/3507674990/
  • 20. v e o nts r i p o Im P u chT o
  • 21. flickr.com/photos/jrnoded/3340607045/
  • 22. flickr.com/photos/beyondbeauty/4241128107/
  • 23. flickr.com/photos/mmewuji/4386845410/
  • 24. flickr.com/photos/wlscience/4200630845/
  • 25. http://www.flickr.com/photos/92wardsenatorfe/3126053699/ flickr.com/photos/92wardsenatorfe/3126053699/
  • 26. flickr.com/photos/fornal/437703236/
  • 27. flickr.com/photos/picturesofthings/2437232419/
  • 28. flickr.com/photos/pperdue/3573858061/
  • 29. whichis it?
  • 30. flickr.com/photos/poblibrary/2674563551/ your processis showing
  • 31. go whereflickr.com/photos/beavis/2425374221/ people gather
  • 32. ?
  • 33. http://flickr.com/photos/gaetanlee/118885175/
  • 34. pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestina tio n
  • 35. it’s adestina tio n
  • 36. Text Also adestina tio n
  • 37. interac tion is key
  • 38. flickr.com/photos/pitel/507791613/
  • 39. yourstuff
  • 40. yourstaff
  • 41. Textactual staff
  • 42. actual staff
  • 43. ask! http://flickr.com/photos/oberazzi/318947873/
  • 44. flickr.com/photos/29106784@N02/2719649603/
  • 45. what’s next? flickr.com/photos/b-tal/116220689/
  • 46. t e nl is ct io n in t e ra to po u in ch it’s a tsdestina tion
  • 47. Changeyourfocus
  • 48. Thank You!davidleeking.com