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Improving the Customer Experience: on the web, in the library, in the communtiy

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Improving the Customer Experience: on the web, in the library, in the communtiy

  1. 1. Improving on the web Customer Experience the in the library in the community david lee king
 tscpl.org | davidleeking.comflic.kr/p/7GARBa
  2. 2. Change is a verb…
  3. 3. Change is a verb… bummer!
  4. 4. for 
 Libraries
  5. 5. flickr.com/photos/bestrated1/2621358221/ what has changed?
  6. 6. flic.kr/p/8BjVG1
  7. 7. flic.kr/p/LqVbn
  8. 8. flickr.com/photos/quinnanya/5802630334
  9. 9. Mobile mobile firstonline first
  10. 10. flickr.com/photos/yourdon/3405811164/ what’s she doing?
  11. 11. this is HUGE
  12. 12. also HUGE
  13. 13. multimedia web
  14. 14. News
  15. 15. flickr.com/photos/thebrooklinelibrary/6930433464
  16. 16. flickr.com/photos/thomashawk/4958821586/
  17. 17. flickr.com/photos/smjb/8316078699/
  18. 18. ebooks
  19. 19. flickr.com/photos/libraryman/5052936803/
  20. 20. grassroots tech
  21. 21. Competition
  22. 22. flic.kr/p/4aGa4g
  23. 23. Customer Experience?
  24. 24. flickr.com/photos/leosoueu/7057226599/
  25. 25. flickr.com/photos/kbeil/6702598373/
  26. 26. flickr.com/photos/niallkennedy/667670285/
  27. 27. Why think
 about that?
  28. 28. What kind of experience
 are they having? you have visitors. right now.
  29. 29. flickr.com/photos/b-tal/116220689/ Improving Customer Experience the
  30. 30. for staff
  31. 31. put staff first!
  32. 32. stop saying no flickr.com/photos/ppix/4991060059
  33. 33. buy the tools
 they need flic.kr/p/9KQoQd
  34. 34. make it easy
  35. 35. flickr.com/photos/deansfurniture5/2462980045/
  36. 36. touch points
  37. 37. flickr.com/photos/pperdue/3573858061/
  38. 38. which
 is it?
  39. 39. fix the process
  40. 40. flickr.com/photos/poblibrary/2674563551/
  41. 41. flickr.com/photos/beavis/2425374221/ go where people gather
  42. 42. the tech flickr.com/photos/shoutsfromtheabyss/6199518254
  43. 43. update the tech
  44. 44. hire professionals
  45. 45. design for mobile
  46. 46. Make mobile Easy
  47. 47. flickr.com/photos/opacity/3531963245/ new types
 of tech!
  48. 48. flickr.com/photos/skokiepl/5552496451/
  49. 49. customersfor
  50. 50. understand who they are
  51. 51. social media
  52. 52. which sites are important? kexino.com
  53. 53. flickr.com/photos/53552950@N00/2283676770 how much time?
  54. 54. flickr.com/photos/nomadic_lass/6728580615/ when to post?
  55. 55. flickr.com/photos/10687935@N04/3972319375/ post during work, too!
  56. 56. flickr.com/photos/mentalman1369/2624654120/ how often?
  57. 57. flickr.com/photos/71651012@N00/221051561/ consistency
  58. 58. quick
 strategies flickr.com/photos/45810515@N03/4564135455
  59. 59. how to how do
 
 you do it? flickr.com/photos/tofsrud/5745115520/
  60. 60. flickr.com/photos/34427470616@N01/121790568/
  61. 61. a team flickr.com/photos/wwarby/5106781173/
  62. 62. just marketing!
  63. 63. flickr.com/photos/benandliz/96974693/ just IT!
  64. 64. flickr.com/photos/asimpledarksquid/2736983386/ just librarians!
  65. 65. Best: mix it up!
  66. 66. Need the Boss, too (ok - maybe not this boss ...) flickr.com/photos/10567940@N05/3949821038/
  67. 67. tell people! flickr.com/photos/wwarby/5106781173/
  68. 68. Awesome!!
  69. 69. elsewhere
  70. 70. flickr.com/photos/mosmanlibrary/6891829324/
  71. 71. yourteam!
  72. 72. meetingtime flickr.com/photos/theimagegroup/122728670/
  73. 73. multipleadmins
  74. 74. flickr.com/photos/33472412@N00/1696964330/ postinggoals
  75. 75. flickr.com/photos/ihtatho/627226315/
  76. 76. how to What should you share?
  77. 77. CompellingContent
  78. 78. BerelevanttoyourFans
  79. 79. Bethereforcustomers
  80. 80. Sharing! flickr.com/photos/74998608@N00/3067514833/
  81. 81. Tellyourstory
  82. 82. how to how do
 
 you engage?
  83. 83. flickr.com/photos/28311604@N00/63694234/ think short
  84. 84. flickr.com/photos/20375052@N00/5681426/ bevisual
  85. 85. 133 bevisual
  86. 86. 134 videos
  87. 87. flickr.com/photos/47494486@N03/5036313154/ behuman
  88. 88. flickr.com/photos/60648084@N00/2462966749/ typelikeyoutalk
  89. 89. flickr.com/photos/88913244@N00/1437012378/ businesscasual
  90. 90. flickr.com/photos/98819513@N00/5658859137/ businesscasual
  91. 91. flickr.com/photos/65304769@N05/7403731050/ audienceparticipation
  92. 92. askaquestion
  93. 93. calltoaction
  94. 94. be snoopy (just a bit) http://www.flickr.com/photos/librarycommission/5041836636/
  95. 95. flickr.com/photos/ohiouniversitylibraries/3507674990/
  96. 96. flickr.com/photos/qubodup/3582881939/
  97. 97. continue the experience
  98. 98. we need to
 be social flickr.com/photos/jasonahowie/8583949219/
  99. 99. flickr.com/photos/b-tal/116220689/ Customer Experience ?
  100. 100. flickr.com/photos/90585146@N08/8222922317/
  101. 101. davidleeking.com Thank You!

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