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Developing Entrepreneurial, Customer-Focused Leaders
Mark Livingston, Transformational Library Partners
Kem Ellis, High Point Public Library
This presentation describes how the North Carolina Library Association (NCLA) implemented an innovative Leadership Institute starting in October 2008 to develop entrepreneurial and serving leaders who strategically build and creatively use high performance libraries to transform the customer experience and deliver measurable value for the people and communities they serve.
The program designers and facilitators of the Leadership Institute describe results achieved by North Carolina library professionals in 2009 to transform the “physical and emotional experience” of customers and create, keep, and grow “loyal promoters.”
The presentation explains the learning design of the 4-day Leadership Institute and 8-month Post-Institute Experience. Examples from across North Carolina to transform the customer experience will illustrate the fundamental shift in thinking and behavior required of “outside-in” leaders and their staff as they redesign “customer touch-points” and deliver memorable experiences that engage and excite library customers.
The presenters also share results achieved by the High Point Public Library to implement the High Point Library Experience and grow the number of passionate customers who become loyal promoters and vocal advocates.
Mark Livingston is the President of Transformational Library Partners
Kem Ellis is the Director of High Point Public Library