Danika Bernard is the Manager, Program Development at Oakville Public Library. She takes a community-focused approach to program development and applies a customer experience perspective to her work. Danika brings strategic expertise from her experience in library systems across Canada, including front-line services, technology and leadership. She has a passion for staff engagement and community development.
More than a Plaque on the Wall: Creating Organizational Values Using a Staff-Led Approach
We walk you through our process of creating staff-owned Customer Experience Values in-house with no budget. Our approach was staff-driven, using service design methodology and storytelling, and informed through community data. Learn how to celebrate your work and create a decision-making framework and common language. Includes hands-on exercises and toolkit. Handouts PDF Presentation Handout If you attended this session, please complete a brief session evaluation here.