Let's be less like Apple and more like a library
I've lost count of the number of times that I've heard government customer experience experts suggest that if we really want to provide great customer experiences we should head to our closest Apple store and study the way they do business. Apple? Why would we want to be like Apple? It should be no surprise that local libraries often provide some of the best examples of customer service in our cities. They regularly score the highest on customer satisfaction surveys and have