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Customer Experience - On the Web, In the Library, In the Community

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Customer experience is a strange brew of structure, community, and customers. Today’s savvy librarians need to focus on creating digital and physical experiences for customers so that they can quickly find information, make decisions, or participate. Librarians need to create experiences that visitors not only remember, but share with their friends. David Lee King breaks down the customer experience in a way that will help you remain an indispensable focal point of your community.

People don’t want just goods or services from a business anymore – they want unique, engaging experiences built around those goods and services. It’s the same for your library. Our patrons are looking for more than a book – they can find that at Walmart and via their favorite mobile device. They want a unique, engaging experience built around “your stuff.”

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Customer Experience - On the Web, In the Library, In the Community

  1. 1. Improving on the web Customer Experience the in the library in the community david lee king
 tscpl.org | davidleeking.comflic.kr/p/58ag9r
  2. 2. Our world is changing. flic.kr/p/7Fk9Yq
  3. 3. change… flic.kr/p/aEkcFZ
  4. 4. change… flic.kr/p/4hBu38
  5. 5. Customer Experience
  6. 6. flickr.com/photos/leosoueu/7057226599/
  7. 7. flickr.com/photos/kbeil/6702598373/
  8. 8. flic.kr/p/acFRUM
  9. 9. 1 customer experience on the web flic.kr/p/7owr1v
  10. 10. flic.kr/p/7QMhtM 88%
  11. 11. 69% flic.kr/p/nJMbfu
  12. 12. mobile
  13. 13. content
  14. 14. convenience
  15. 15. flic.kr/p/7oAjyb online first
  16. 16. tablets desktops mobile
  17. 17. customer
 experience
 in the
 building 2
  18. 18. put staff first :-)
  19. 19. training! flic.kr/p/8amYf7
  20. 20. fix the building upload.wikimedia.org/wikipedia/commons/e/ef/Modern-Trade-Painter.jpg
  21. 21. flickr.com/photos/poblibrary/2674563551/ fix the building
  22. 22. flic.kr/p/bvWKBE
  23. 23. connectivity
  24. 24. content
  25. 25. unique collections
  26. 26. in the community3 flic.kr/p/egkq3N
  27. 27. convenience
 & content
  28. 28. connection flic.kr/p/dfSvn1
  29. 29. flic.kr/p/4KDqac make it easy
  30. 30. flickr.com/photos/90585146@N08/8222922317/
  31. 31. davidleeking.com Thank You!

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