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Creating
Customer
Experience
david lee king • topeka & shawnee county public library • davidleeking.com
on the web
in the library
in the community
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http://www.flickr.com/photos/bestrated1/2621358221/
What has Changed?
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this is ...
flickr.com/photos/yourdon/2715583000/
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this is ...
HUGE
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flickr.com/photos/luc/2944876508/
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http://www.flickr.com/photos/sir_mervs/2691990934/
Competition!
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flic.kr/p/4aGa4g
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http://www.flickr.com/photos/rkleine/3567189079/
flickr.com/photos/jblyberg/4505413539/
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experience
design?
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Why think
about that?
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What kind of experience
are they having?
you have
visitors.
right now.
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what to do?
flickr.com/photos/b-tal/116220689/
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Plan your
library experience
flickr.com/photos/ocarchives/3952964087/
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flickr.com/photos/deansfurniture5/2462980045/
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listen
flickr.com/photos/94379417@N00/4808475862/
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what are
they saying
about you?
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ask
focus
groups
flickr.com/photos/francois/404908918/
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stats
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be snoopy
(just a bit)
http://www.flickr.com/photos/librarycommission/5041836636/
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flickr.com/photos/ohiouniversitylibraries/3507674990/
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Improve
Touch Points
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flickr.com/photos/jrnoded/3340607045/
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flickr.com/photos/beyondbeauty/4241128107/
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flickr.com/photos/mmewuji/4386845410/
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flickr.com/photos/wlscience/4200630845/
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http://www.flickr.com/photos/92wardsenatorfe/3126053699/
flickr.com/photos/92wardsenatorfe/3126053699/
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flickr.com/photos/fornal/437703236/
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flickr.com/photos/picturesofthings/2437232419/
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flickr.com/photos/pperdue/3573858061/
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which
is it?
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your
process
is showing
flickr.com/photos/poblibrary/2674563551/
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go where
people gather
flickr.com/photos/beavis/2425374221/
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?
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http://flickr.com/photos/gaetanlee/118885175/
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pesquisaconsumo.blogspot.com/2010_04_01_archive.html
it’s a
destination
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it’s a
destination
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Text
Also a
destination
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interaction
is key
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your
stuff
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your
staff
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Text
actual staff
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actual staff
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flickr.com/photos/pitel/507791613/
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ask!
http://flickr.com/photos/oberazzi/318947873/
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flickr.com/photos/29106784@N02/2719649603/
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what’s next?
flickr.com/photos/b-tal/116220689/
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listen
it’s a
destination
interaction
touch
points
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Change
your
focus
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Thank You!
davidleeking.com