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Face2Face: Using social tools to make Great Customer Connections
1.
flickr.com/photos/94852245@N00/4338268272/ Face2Face:
using social tools to create great customer connections david lee king | topeka & shawnee county public library | davidleeking.com
2.
problem:
we haven’t embraced the social web flickr.com/photos/30008935@N00/417833522/
3.
we have the tools
flickr.com/photos/safari_vacation/6257284524/
4.
not quite sure how to
use them!
5.
So, what do
you think about the library? flickr.com/photos/10059155@N05/4712929433/
6.
What's missing? face2face interaction
flickr.com/photos/40624839@N02/3784049371/
7.
how online engagement
works flickr.com/photos/23697075@N03/3010947232/
8.
9.
10.
11.
12.
flickr.com/photos/niallkennedy/667670285/
13.
3 ways to
transform into a face2face library flickr.com/photos/94852245@N00/4338268272/
14.
1. listening
flickr.com/photos/94852245@N00/4338268272/
15.
why listen?
flickr.com/photos/58571789@N00/4519906494/
16.
what to listen for
flickr.com/photos/58571789@N00/4519906494/
17.
responding
flickr.com/photos/58571789@N00/4519906494/
18.
listening in
Topeka flickr.com/photos/58571789@N00/4519906494/
19.
2.
basic communication (online) flickr.com/photos/94852245@N00/4338268272/
20.
conversational
writing
21.
add pictures
& video
22.
[like this]
add pictures & video
23.
24.
[“you”]
be “you” online
25.
pics of staff
new stuff customers!
26.
flickr.com/photos/hackleypubliclibrary/3903700537/ where
are the people?
27.
3.
“doing” community flickr.com/photos/94852245@N00/4338268272/
28.
we get this
29.
flickr.com/photos/53472606@N00/2751815892/ less control
here
30.
respond to critics
flickr.com/photos/41987260@N00/3634805732/
31.
listen first
flickr.com/photos/41987260@N00/3634805732/
32.
admit & apologize
flickr.com/photos/41987260@N00/3634805732/
33.
be nice
flickr.com/photos/41987260@N00/3634805732/
34.
be quiet (i.e., don’t
respond) flickr.com/photos/41987260@N00/3634805732/
35.
develop a thick skin
flickr.com/photos/41987260@N00/3634805732/
36.
where to start!
flickr.com/photos/94852245@N00/4338268272/
37.
ask flickr.com/photos/94852245@N00/4338268272/
38.
set goals & strategy
flickr.com/photos/21290415@N05/3006994838/
39.
who does the
work? flickr.com/photos/aboutmattlaw/3673332299/
40.
measure success
flickr.com/photos/aboutmattlaw/3673332299/
41.
creating great
customer connections starts with you! flickr.com/photos/94852245@N00/4338268272/
42.
thank you! davidleeking.com
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