SlideShare a Scribd company logo
Creating
customer
Experience
                            on the web
                         in the library
                     in the community
david lee king • topeka & shawnee county public library • davidleeking.com
What has Changed?




http://www.flickr.com/photos/bestrated1/2621358221/
this is ...
              flickr.com/photos/yourdon/2715583000/
this is ...
 HUGE
flickr.com/photos/luc/2944876508/
http://www.flickr.com/photos/sir_mervs/2691990934/




Competition
Creating Customer Experience: On the Web, In the Library, In the Community
http://www.flickr.com/photos/rkleine/3567189079/
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
n c e
     ie
    r ?
   e n
  p g
 x si
e e
  d
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
Why think
about that?
you have
              visitors.

            right now.
What kind of experience
are they having?
Creating Customer Experience: On the Web, In the Library, In the Community
what to do?



         flickr.com/photos/b-tal/116220689/
Plan your
library experience
               flickr.com/photos/ocarchives/3952964087/
flickr.com/photos/deansfurniture5/2462980045/
t e n
                        l i s

flickr.com/photos/94379417@N00/4808475862/
Creating Customer Experience: On the Web, In the Library, In the Community
what are
they saying
about you?
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
ask

flickr.com/photos/francois/404908918/




                    focus
                    groups
stats
http://www.flickr.com/photos/librarycommission/5041836636/




                                                              be snoopy
                                                            (just a bit)
flickr.com/photos/ohiouniversitylibraries/3507674990/
v e
         o nts
        r i
      p o
   Im P
    u ch
T o
flickr.com/photos/jrnoded/3340607045/
flickr.com/photos/beyondbeauty/4241128107/
flickr.com/photos/mmewuji/4386845410/
flickr.com/photos/wlscience/4200630845/
http://www.flickr.com/photos/92wardsenatorfe/3126053699/
                       flickr.com/photos/92wardsenatorfe/3126053699/
flickr.com/photos/fornal/437703236/
flickr.com/photos/picturesofthings/2437232419/
flickr.com/photos/pperdue/3573858061/
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
which
is it?
flickr.com/photos/poblibrary/2674563551/




      your
   process
is showing
go where
flickr.com/photos/beavis/2425374221/
                                      people gather
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
?
http://flickr.com/photos/gaetanlee/118885175/
pesquisaconsumo.blogspot.com/2010_04_01_archive.html




   it’s a
destina
        tio   n
it’s a
destina
        tio   n
Text

   Also a
destina
        tio   n
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
interac
        tion
   is key
Creating Customer Experience: On the Web, In the Library, In the Community
flickr.com/photos/pitel/507791613/
Creating Customer Experience: On the Web, In the Library, In the Community
Creating Customer Experience: On the Web, In the Library, In the Community
your
stuff
your
staff
Text



actual staff
actual staff
ask!


       http://flickr.com/photos/oberazzi/318947873/
flickr.com/photos/29106784@N02/2719649603/
what’s next?


          flickr.com/photos/b-tal/116220689/
t e n
l is        ct io n
   in t e ra to
            po u
               in  ch
      it’s a ts
destina
            tion
Change
your
focus
Thank You!


davidleeking.com

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