1. Focus on people- their lives, their work, their dreams.
2. Every millisecond counts.
3. Simplicity is powerful.
4. Engage beginners and attract experts.
5. Dare to innovate.
6. Design for the world.
7. Plan for today’s and tomorrow’s business.
8. Delight the eye without distracting the mind.
9. Be worthy of people’s trust.
10. Add a human touch.
Now here’s the questions…
a) What principles here do you see that relate to customer experiences in libraries? (like Jason, I also see several)
b) Can you guess the company? (guess before you click)
Ha! I guessed right! I love simple! Which ones are particularly important for Libraries?
I'd vote for 1, 3, 4, 5, 7, 8, 9, 10 for sure. Probably all of them, though. I think, traditionally, 4 and 10 have been our strong suits.
A second vote for the whole list. Often I imagine the library where all of these concepts apply. I do what I can to make it happen. We are getting there. I'd like to add principle #11...(so much for keeping it simple.) #11-Send an invitation. I think every time we interact with someone in person or otherwise, we are provided a brief opportunity to send an invitation...To discover something new or to appreciate the familiar-to have an unexpected experience (wow them!)-to build a relationship-to learn our value-to come back again...I wonder how many opportunities like this we miss?
Actually I think all 10 apply to libraries. We definitely must do and believe 1, 2, 3, 4, 5, 8, 9 , and 10, but 6 and 7 is where I think we miss the mark. We should do these. We should have some insight, interest in where thinks are going worldwide and where businesses are heading, so that we can design means of connecting, serving them.
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