1. Creating
customer
Experience web
on the
in the library
in the community

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

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

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

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

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

11. Why think
about that?

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

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

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

16. flickr.com/photos/deansfurniture5/2462980045/

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

19. what are
they saying
about you?

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

24. stats

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

26. flickr.com/photos/ohiouniversitylibraries/3507674990/

28. flickr.com/photos/jrnoded/3340607045/

29. flickr.com/photos/beyondbeauty/4241128107/

30. flickr.com/photos/mmewuji/4386845410/

31. flickr.com/photos/wlscience/4200630845/

32. flickr.com/photos/92wardsenatorfe/3126053699/

33. flickr.com/photos/fornal/437703236/

34. flickr.com/photos/picturesofthings/2437232419/

38. which
is it?

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

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

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

45. pesquisaconsumo.blogspot.com/2010_04_01_archive.html

52. flickr.com/photos/pitel/507791613/

54. your
stuff

55. your
staff

56. Text
actual staff

57. actual staff

58. Finding
Time

59. Change Focus

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

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

62. Thank You!
davidleeking.com