Providing consulting, training and planning services to community-serving organizations such as libraries, nonprofits, educational institutions and government agencies.
I’m excited to share that my new book, Positioning Your Library for the 21st Century: Strategies for Engagement, Relevance, and Sustainability, is now officially available for pre-order through Elsevier. Pre-Order from Elsevier This project has been years in the making, and reflects many of the themes I’ve explored through consulting, speaking, training, and day-to-day library… Continue reading New Book Available for Pre-Order
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: Car Repair
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
What can libraries learn from a Christmas tree lot? A lot, it turns out. Discover a simple two-pronged strategy for patron acquisition and retention — and why the basics still work best.