Creating Customer Experience - On the Web, In the Library, In the Community

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Customer experience is a strange brew of structure, community, and customers. Today’s savvy librarians need to focus on creating digital and physical experiences for customers so that they can quickly find information, make decisions, or participate. Librarians need to create experiences that visitors not only remember, but share with their friends. David Lee King breaks down the customer experience in a way that will help you remain an indispensable focal point of your community.

People don’t want just goods or services from a business anymore – they want unique, engaging experiences built around those goods and services. It’s the same for your library. Our patrons are looking for more than a book – they can find that at Walmart and via their favorite mobile device. They want a unique, engaging experience built around “your stuff.”

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Creating Customer Experience - On the Web, In the Library, In the Community

  1. 1. Creating Customer Experience david lee king • topeka & shawnee county public library • davidleeking.com on the web in the library in the community
  2. 2. http://www.flickr.com/photos/bestrated1/2621358221/ What has Changed?
  3. 3. flickr.com/photos/luc/2944876508/
  4. 4. this is ... flickr.com/photos/yourdon/2715583000/
  5. 5. this is ... HUGE
  6. 6. Also HUGE!
  7. 7. flickr.com/photos/mr_t_in_dc/6937521074/ not a good idea
  8. 8. 5. responsive design.
  9. 9. flickr.com/photos/thomashawk/4958821586/
  10. 10. flickr.com/photos/smjb/8316078699/
  11. 11. http://www.flickr.com/photos/sir_mervs/2691990934/ Competition!
  12. 12. flic.kr/p/4aGa4g
  13. 13. flickr.com/photos/libraryman/5052936803/
  14. 14. Customer experience?
  15. 15. flickr.com/photos/leosoueu/7057226599/
  16. 16. flickr.com/photos/kbeil/6702598373/
  17. 17. flickr.com/photos/niallkennedy/667670285/
  18. 18. Why think about that?
  19. 19. What kind of experience are they having? you have visitors. right now.
  20. 20. what to do? flickr.com/photos/b-tal/116220689/
  21. 21. listen flickr.com/photos/94379417@N00/4808475862/
  22. 22. ask focus groups flickr.com/photos/francois/404908918/
  23. 23. stats
  24. 24. be snoopy (just a bit) http://www.flickr.com/photos/librarycommission/5041836636/
  25. 25. flickr.com/photos/ohiouniversitylibraries/3507674990/
  26. 26. Improve Touch Points
  27. 27. flickr.com/photos/deansfurniture5/2462980045/
  28. 28. flickr.com/photos/pperdue/3573858061/
  29. 29. which is it?
  30. 30. your process is showing flickr.com/photos/poblibrary/2674563551/
  31. 31. your process is showing flickr.com/photos/poblibrary/2674563551/
  32. 32. go where people gatherflickr.com/photos/beavis/2425374221/
  33. 33. pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestination
  34. 34. it’s adestination
  35. 35. Text Also adestination
  36. 36. interactionis key
  37. 37. flickr.com/photos/saclaw/7107478019/
  38. 38. flickr.com/photos/pitel/507791613/
  39. 39. flickr.com/photos/saclaw/7107478019/
  40. 40. flickr.com/photos/b-tal/116220689/ customerexperience?
  41. 41. listen it’s adestination interaction touch points
  42. 42. flickr.com/photos/90585146@N08/8222922317/
  43. 43. davidleeking.com Thank You!

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