Visitor A -----Customer B
Measure foot traffic
Click through rates from newsletter
Customer Journey map
Know the journey
What steps user needs to take
Where are they getting hung-up?
Web site what are they clicking on, then what, then at what point should they come to the library and what’s stopping them?
Foot traffic = why motivate them to come in
Place a hold – pick up a hold
Visit Holds picked up
Holds Holds placed
Authenticate Sign on click thru
Select place hold click thru
Search keyword results
Homepage bounce rate
Direct Google refer google analytic
You can’t manage what you can’t measure
Dash, Echo, Fresh
Hold – no funnel
Price does not equal Cost
Friction is costly
What would success look like?
1. Reduce steps (shorten the funnel)
2. Expand the top of funnel (reasons to visit library)
Reno NV (?)
Amazon -> shows library results???