Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

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

2,190 views

Published on

This presentation focuses on using technology in a library setting to improve the experience customers have while at the library, or while on the library's website.

Published in: Technology

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!

×