Nonprofits | Fernow Consulting https://fernowconsulting.com Insights, strategies & ideas for world class innovation Tue, 19 May 2020 21:54:40 +0000 en-US hourly 1 https://wordpress.org/?v=5.9.13 https://fernowconsulting.com/wp-content/uploads/2021/01/fc-favicon2-150x150.png Nonprofits | Fernow Consulting https://fernowconsulting.com 32 32 What will library heaven look like in 20 years? https://fernowconsulting.com/project/what-will-library-heaven-look-like-in-20-years/ https://fernowconsulting.com/project/what-will-library-heaven-look-like-in-20-years/#respond Sun, 05 Jun 2016 22:49:48 +0000 https://fernowconsulting.com/?post_type=project&p=650

What will library heaven look like in 20 years?

The Challenge

King County Library Systems, the busiest library system in the US, enjoyed almost impossibly high customer satisfaction ratings, but they believed they could do more to improve their customer experience even further, and deliver it more consistently. They also wanted to transform their organization towards, in their words, a more proactive, customer-centered orientation. Their question became: what would “Library Heaven” look like in 20 years, and what should they do today to get there.

The Solution

I assembled a team and partnered with an organizational consulting firm, SLR, to lead the library staff through a comprehensive internal and external discovery process to help KCLS understand their organizational capacity for change and external trends likely to impact the library system; deepen their knowledge of their existing and potential future patrons; articulate the “gold standard” experience from the patrons’ point of view; and lead the staff in the creation of a positioning statement and strategic blueprint that would guide all aspects of their operation, from policies to library layouts. KCLS has been successfully implementing this strategic blueprint for over five years.

How can we broaden our appeal to a new target?

How can we broaden our appeal to a new target?

June 5, 2016
What will library heaven look like in 20 years?

What will library heaven look like in 20 years?

June 5, 2016
What targets should we prioritize for a service we’re still defining?

What targets should we prioritize for a service we’re still defining?

June 5, 2016
How should we respond to a major consumer trend?

How should we respond to a major consumer trend?

June 5, 2016

]]> https://fernowconsulting.com/project/what-will-library-heaven-look-like-in-20-years/feed/ 0