Providing consulting, training and planning services to community-serving organizations such as libraries, nonprofits, educational institutions and government agencies.
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
Last week, I had the pleasure of delivering the keynote address at the annual Library Marketing & Communications Conference with LMCC President Jennifer Burke. Jennifer and I covered a lot of topics during our keynote conversation and follow-up breakout session, but the topic that seemed to resonate with people most of all was my concept… Continue reading Recapping My Keynote at the 2018 Library Marketing & Communications Conference
Today I had the pleasure of attending an event for something I'm passionate about. The folks at UNC Charlotte's Atkins Library were opening a second family study room for students who are also parents. I'm on their advisory board, and when the event invitation came through, I knew I wanted to go check it out.… Continue reading UNC-Charlotte’s Atkins Library embracing students who are parents