Marketing: Defining the Best Customer Experience Friday, March 26    2:00 PM - 3:15 PM     Room:  Oregon Convention Center – Portland Ballroom, #253-254 Allison  Dobbie  Group Manager, Auckland City Libraries  Geoff Chamberlain Library Services manager, North Shore Libraries  The basis of great library service is a focus on customers and knowing what customers themselves define and expect as a great experience. The five libraries in the eLGAR consortium in Auckland NZ have undertaken research to understand the customer view, as part of their Customer Strategy. This session will outline the research methodology, the findings and how these are being applied through an exercise which helps library staff learn to 'walk in their customers' shoes'. Benefits and Learning Objectives At the end of the session, participants will be familiar with a well designed customer strategy; participants will know what key things customers expect from their interaction with libraries, and will be familiar with the research methodology used to understand the best customer experience.