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Creating Customer Experience: On the Web, In the Library, In the Community

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David King
David King

Creating customer experiences via a website and a building ... for libraries. Presented in Australia.

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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
http://www.flickr.com/photos/rkleine/3567189079/
n c e ie r ? e n p g x si e e d
Why think about that?
you have visitors. right now. What kind of experience are they having?
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/
what are they saying about you?
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/
which is it?
flickr.com/photos/poblibrary/2674563551/ your process is showing
go where flickr.com/photos/beavis/2425374221/ people gather
?
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
interac tion is key
flickr.com/photos/pitel/507791613/
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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