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.

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

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

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