Consulting, Customer Experience, Libraries, Marketing

Podcast Interview: “Library Marketing With Cordelia Anderson”

Last year, I was interviewed for the "Public Libraries Podcast," in which I spoke about the relevancy challenges facing libraries, as well as different strategies and tactics that libraries can use to market themselves. We'll also cover the library "marketing funnel" and how libraries can remove internal customer barriers to increase usage and engagement. Listen… Continue reading Podcast Interview: “Library Marketing With Cordelia Anderson”

Customer Experience, Customer Experience Spotlight, Marketing

Customer Experience Spotlight: Post Office Boxes

Periodically I profile a different industry from the perspective of the customer. I'll detail my experience and talk about how that industry could improve the customer experience. Retaining customers is a key business function, enabling organizations to grow and reach their goals. It also affects the bottom line: it costs four to 20 times as… Continue reading Customer Experience Spotlight: Post Office Boxes

Leadership, Professional Development

3 things I learned by trading my office desk for a service desk

As a leader in my organization, one of my duties is to understand how service is delivered to the customer. In response to that need, and to feedback from our staff, my fellow leaders and I have made a point to visit – and work in – our branches, to get a better understanding of… Continue reading 3 things I learned by trading my office desk for a service desk