creating customer experience: on the web, in the library, in the community

on the webin the library

in the community

Creating customer Experience

http://www.flickr.com/photos/bestrated1/2621358221/

What has Changed?

Competition

http://www.flickr.com/photos/sir_mervs/2691990934/

http://www.flickr.com/photos/45688285@N00/46323500/

http://www.flickr.com/photos/benjamingolub/3059525763/

http://www.flickr.com/photos/rkleine/3567189079/

Why think

about that?

What kind of experience

are they having?

you have

visitors.

right now.

what to do?

flickr.com/photos/b-tal/116220689/

Plan yourlibrary experience

flickr.com/photos/ocarchives/3952964087/

flickr.com/photos/deansfurniture5/2462980045/

flickr.com/photos/94379417@N00/4808475862/

what are they saying about you?

ask

focus groups

flickr.com/photos/francois/404908918/

stats

be snoopy (just a bit)

http://www.flickr.com/photos/librarycommission/5041836636/

flickr.com/photos/ohiouniversitylibraries/3507674990/

flickr.com/photos/jrnoded/3340607045/

flickr.com/photos/beyondbeauty/4241128107/

flickr.com/photos/mmewuji/4386845410/

flickr.com/photos/wlscience/4200630845/

flickr.com/photos/92wardsenatorfe/3126053699/

flickr.com/photos/fornal/437703236/

flickr.com/photos/picturesofthings/2437232419/

whichis it?

your process

is showing

flickr.com/photos/poblibrary/2674563551/

go where people gather

flickr.com/photos/beavis/2425374221/

http://flickr.com/photos/gaetanlee/118885175/

pesquisaconsumo.blogspot.com/2010_04_01_archive.html

flickr.com/photos/pitel/507791613/

your stuff

your staff

Text

actual staff

actual staff

FindingTime

Change Focus

ask!

http://flickr.com/photos/oberazzi/318947873/

flickr.com/photos/29106784@N02/2719649603/

davidleeking.com

Thank You!