What does an organization known for “shushing” people, penalizing slow readers (you know you owe fines) and maintaining order right down to the decimal point know about service design? A whole lot more than you might imagine.

Richland Library Executive Director, Melanie Huggins shares how her library transformed from the inside out with a renewed and intentional focus on the customer experience. The entire staff participated in creating a strategic, customer-centric vision that has permeated every function and service of the organization. Be inspired by examples of how this and other libraries are making its customer promises real through their people, places, processes and promotions.

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