Face2Face: Using social tools to make Great Customer Connections

•

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David King

Business Divertissement et humour Formation

ﬂickr.com/photos/94852245@N00/4338268272/

Face2Face:
using social tools
to create great
customer
connections
david lee king | topeka & shawnee county public library | davidleeking.com

problem:

we haven’t
embraced the
social web
ﬂickr.com/photos/30008935@N00/417833522/

we have
the tools

ﬂickr.com/photos/safari_vacation/6257284524/

So, what do you think
about the library?

ﬂickr.com/photos/10059155@N05/4712929433/

What's missing?
face2face interaction

ﬂickr.com/photos/40624839@N02/3784049371/

how online
engagement
works
ﬂickr.com/photos/23697075@N03/3010947232/

ﬂickr.com/photos/niallkennedy/667670285/

3 ways to
transform into a
face2face library
ﬂickr.com/photos/94852245@N00/4338268272/

1.
listening

ﬂickr.com/photos/94852245@N00/4338268272/

why listen?

ﬂickr.com/photos/58571789@N00/4519906494/

what to
listen for
ﬂickr.com/photos/58571789@N00/4519906494/

responding

ﬂickr.com/photos/58571789@N00/4519906494/

listening in
Topeka
ﬂickr.com/photos/58571789@N00/4519906494/

2.
basic
communication
(online)
ﬂickr.com/photos/94852245@N00/4338268272/

flickr.com/photos/hackleypubliclibrary/3903700537/

where are
the people?

3.
“doing”
community
ﬂickr.com/photos/94852245@N00/4338268272/

ﬂickr.com/photos/53472606@N00/2751815892/

less control here

respond
to critics

ﬂickr.com/photos/41987260@N00/3634805732/

listen first

ﬂickr.com/photos/41987260@N00/3634805732/

admit &
apologize

ﬂickr.com/photos/41987260@N00/3634805732/

be nice

ﬂickr.com/photos/41987260@N00/3634805732/

be quiet
(i.e., don’t
respond)

ﬂickr.com/photos/41987260@N00/3634805732/

develop a
thick skin

ﬂickr.com/photos/41987260@N00/3634805732/

where to start!

ﬂickr.com/photos/94852245@N00/4338268272/

ask

ﬂickr.com/photos/94852245@N00/4338268272/

set goals
& strategy

ﬂickr.com/photos/21290415@N05/3006994838/

who does the
work?

ﬂickr.com/photos/aboutmattlaw/3673332299/

measure success

ﬂickr.com/photos/aboutmattlaw/3673332299/

creating great
customer
connections
starts with you!
ﬂickr.com/photos/94852245@N00/4338268272/

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Face2Face: Using social tools to make Great Customer Connections

1. ﬂickr.com/photos/94852245@N00/4338268272/ Face2Face: using social tools to create great customer connections david lee king | topeka & shawnee county public library | davidleeking.com

2. problem: we haven’t embraced the social web ﬂickr.com/photos/30008935@N00/417833522/

3. we have the tools ﬂickr.com/photos/safari_vacation/6257284524/

4. not quite sure how to use them!

5. So, what do you think about the library? ﬂickr.com/photos/10059155@N05/4712929433/

6. What's missing? face2face interaction ﬂickr.com/photos/40624839@N02/3784049371/

7. how online engagement works ﬂickr.com/photos/23697075@N03/3010947232/

10.

11.

12. ﬂickr.com/photos/niallkennedy/667670285/

13. 3 ways to transform into a face2face library ﬂickr.com/photos/94852245@N00/4338268272/

14. 1. listening ﬂickr.com/photos/94852245@N00/4338268272/

15. why listen? ﬂickr.com/photos/58571789@N00/4519906494/

16. what to listen for ﬂickr.com/photos/58571789@N00/4519906494/

17. responding ﬂickr.com/photos/58571789@N00/4519906494/

18. listening in Topeka ﬂickr.com/photos/58571789@N00/4519906494/

19. 2. basic communication (online) ﬂickr.com/photos/94852245@N00/4338268272/

20. conversational writing

21. add pictures & video

22. [like this] add pictures & video

23.

24. [“you”] be “you” online

25. pics of staff new stuff customers!

26. flickr.com/photos/hackleypubliclibrary/3903700537/ where are the people?

27. 3. “doing” community ﬂickr.com/photos/94852245@N00/4338268272/

28. we get this

29. ﬂickr.com/photos/53472606@N00/2751815892/ less control here

30. respond to critics ﬂickr.com/photos/41987260@N00/3634805732/

31. listen first ﬂickr.com/photos/41987260@N00/3634805732/

32. admit & apologize ﬂickr.com/photos/41987260@N00/3634805732/

33. be nice ﬂickr.com/photos/41987260@N00/3634805732/

34. be quiet (i.e., don’t respond) ﬂickr.com/photos/41987260@N00/3634805732/

35. develop a thick skin ﬂickr.com/photos/41987260@N00/3634805732/

36. where to start! ﬂickr.com/photos/94852245@N00/4338268272/

37. ask ﬂickr.com/photos/94852245@N00/4338268272/

38. set goals & strategy ﬂickr.com/photos/21290415@N05/3006994838/

39. who does the work? ﬂickr.com/photos/aboutmattlaw/3673332299/

40. measure success ﬂickr.com/photos/aboutmattlaw/3673332299/

41. creating great customer connections starts with you! ﬂickr.com/photos/94852245@N00/4338268272/

42. thank you! davidleeking.com