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

•

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David King

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

Diseño

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/

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

Competition

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

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/

ask

ﬂickr.com/photos/francois/404908918/

focus
groups

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

be snoopy
(just a bit)

ﬂickr.com/photos/ohiouniversitylibraries/3507674990/

ﬂickr.com/photos/beyondbeauty/4241128107/

http://www.flickr.com/photos/92wardsenatorfe/3126053699/
ﬂickr.com/photos/92wardsenatorfe/3126053699/

ﬂickr.com/photos/picturesofthings/2437232419/

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

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

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

1. Creating customer Experience on the web in the library in the community david lee king • topeka & shawnee county public library • davidleeking.com

2. What has Changed? http://www.ﬂickr.com/photos/bestrated1/2621358221/

3. this is ... ﬂickr.com/photos/yourdon/2715583000/

4. this is ... HUGE

5. ﬂickr.com/photos/luc/2944876508/

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

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

10.

11. n c e ie r ? e n p g x si e e d

12.

13.

14. Why think about that?

15. you have visitors. right now. What kind of experience are they having?

16.

17. what to do? ﬂickr.com/photos/b-tal/116220689/

18. Plan your library experience ﬂickr.com/photos/ocarchives/3952964087/

19. ﬂickr.com/photos/deansfurniture5/2462980045/

20. t e n l i s ﬂickr.com/photos/94379417@N00/4808475862/

21.

22. what are they saying about you?

23.

24.

25.

26. ask ﬂickr.com/photos/francois/404908918/ focus groups

27. stats

28. http://www.ﬂickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)

29. ﬂickr.com/photos/ohiouniversitylibraries/3507674990/

30. v e o nts r i p o Im P u ch T o

31. ﬂickr.com/photos/jrnoded/3340607045/

32. ﬂickr.com/photos/beyondbeauty/4241128107/

33. ﬂickr.com/photos/mmewuji/4386845410/

34. ﬂickr.com/photos/wlscience/4200630845/

35. http://www.flickr.com/photos/92wardsenatorfe/3126053699/ ﬂickr.com/photos/92wardsenatorfe/3126053699/

36. ﬂickr.com/photos/fornal/437703236/

37. ﬂickr.com/photos/picturesofthings/2437232419/

38. ﬂickr.com/photos/pperdue/3573858061/

39.

40.

41. which is it?

42. ﬂickr.com/photos/poblibrary/2674563551/ your process is showing

43. go where ﬂickr.com/photos/beavis/2425374221/ people gather

44.

45.

46. ?

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

48. pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s a destina tio n

49. it’s a destina tio n

50. Text Also a destina tio n

51.

52.

53.

54.

55. interac tion is key

56.

57. ﬂickr.com/photos/pitel/507791613/

58.

59.

60. your stuff

61. your staff

62. Text actual staff

63. actual staff

64. ask! http://ﬂickr.com/photos/oberazzi/318947873/

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

66. what’s next? ﬂickr.com/photos/b-tal/116220689/

67. t e n l is ct io n in t e ra to po u in ch it’s a ts destina tion

68. Change your focus

69. Thank You! davidleeking.com

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

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