Improving
on the web
Customer
Experience
the
in the library
in the community
david lee king

tscpl.org | davidleeking.com
...
Change
is a verb…
Change
is a verb…
bummer!
for 

Libraries
flickr.com/photos/bestrated1/2621358221/
what has changed?
flickr.com/photos/luc/2944876508/
flickr.com/photos/quinnanya/5802630334
Mobile
mobile firstonline first
flickr.com/photos/yourdon/3405811164/
what’s she doing?
this is HUGE
also HUGE
flickr.com/photos/mr_t_in_dc/6937521074/
not a good idea…
Why?
because of
mobile
56%of US Adults own smartphones
72%of US Adults use social media
29%use Facebook every day!
Sept 2013
flickr.com/photos/73295603@N00/7195432918
what do your
mobile users
need?
flickr.com/photos/beavis/2425374221/
what do they
need?
A LOT!
design for
mobile
teens
cell mostly
multimedia
web
78%of US Adults watch online videos
What’s this
mean for the
library?
flickr.com/photos/oppl/5867907324/
update policies
training
how to act

in front of

a camera
News
flickr.com/photos/thebrooklinelibrary/6930433464
flickr.com/photos/thomashawk/4958821586/
flickr.com/photos/smjb/8316078699/
ebooks
flickr.com/photos/libraryman/5052936803/
grassroots
tech
flickr.com/photos/griffey/8562525683/
flickr.com/photos/madrideducacion-es/6850575857/
Competition
flic.kr/p/4aGa4g
Customer
Experience?
flickr.com/photos/leosoueu/7057226599/
flickr.com/photos/kbeil/6702598373/
flickr.com/photos/niallkennedy/667670285/
Why think

about that?
What kind of
experience

are they
having?
you have visitors.
right now.
flickr.com/photos/b-tal/116220689/
Improving
Customer
Experience
the
for staff
put staff first!
stop saying no flickr.com/photos/ppix/4991060059
make it
easy
flickr.com/photos/deansfurniture5/2462980045/
touch
points
flickr.com/photos/pperdue/3573858061/
which

is it?
fix the
process
flickr.com/photos/poblibrary/2674563551/
flickr.com/photos/beavis/2425374221/
go where people gather
the tech
flickr.com/photos/shoutsfromtheabyss/6199518254
update the tech
hire professionals
design for
mobile
Make
mobile
Easy
flickr.com/photos/opacity/3531963245/
new types

of tech!
flickr.com/photos/fayfreelibrary/9711109328/
http://25.media.tumblr.com/tumblr_mbybs0MLqq1rhd130o1_500.jpg
flickr.com/photos/skokiepl/5552496451/
customersfor
understand who they are
listen
be snoopy
(just a bit)
http://www.flickr.com/photos/librarycommission/5041836636/
flickr.com/photos/ohiouniversitylibraries/3507674990/
flickr.com/photos/qubodup/3582881939/
continue
the
experience
we need to

be social
flickr.com/photos/jasonahowie/8583949219/
flickr.com/photos/b-tal/116220689/
Customer
Experience
?
flickr.com/photos/90585146@N08/8222922317/
davidleeking.com
Thank You!
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
Improving the Customer Experience: on the web, in the library, in the community
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Improving the 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.”

Published in: Technology

Improving the Customer Experience: on the web, in the library, in the community

  1. 1. Improving on the web Customer Experience the in the library in the community david lee king
 tscpl.org | davidleeking.com flickr.com/photos/ellf/5899751204
  2. 2. Change is a verb…
  3. 3. Change is a verb… bummer!
  4. 4. for 
 Libraries
  5. 5. flickr.com/photos/bestrated1/2621358221/ what has changed?
  6. 6. flickr.com/photos/luc/2944876508/
  7. 7. flickr.com/photos/quinnanya/5802630334
  8. 8. Mobile mobile firstonline first
  9. 9. flickr.com/photos/yourdon/3405811164/ what’s she doing?
  10. 10. this is HUGE
  11. 11. also HUGE
  12. 12. flickr.com/photos/mr_t_in_dc/6937521074/ not a good idea…
  13. 13. Why? because of mobile
  14. 14. 56%of US Adults own smartphones
  15. 15. 72%of US Adults use social media
  16. 16. 29%use Facebook every day!
  17. 17. Sept 2013
  18. 18. flickr.com/photos/73295603@N00/7195432918
  19. 19. what do your mobile users need? flickr.com/photos/beavis/2425374221/
  20. 20. what do they need? A LOT!
  21. 21. design for mobile
  22. 22. teens
  23. 23. cell mostly
  24. 24. multimedia web
  25. 25. 78%of US Adults watch online videos
  26. 26. What’s this mean for the library? flickr.com/photos/oppl/5867907324/
  27. 27. update policies
  28. 28. training
  29. 29. how to act
 in front of
 a camera
  30. 30. News
  31. 31. flickr.com/photos/thebrooklinelibrary/6930433464
  32. 32. flickr.com/photos/thomashawk/4958821586/
  33. 33. flickr.com/photos/smjb/8316078699/
  34. 34. ebooks
  35. 35. flickr.com/photos/libraryman/5052936803/
  36. 36. grassroots tech
  37. 37. flickr.com/photos/griffey/8562525683/
  38. 38. flickr.com/photos/madrideducacion-es/6850575857/
  39. 39. Competition
  40. 40. flic.kr/p/4aGa4g
  41. 41. Customer Experience?
  42. 42. flickr.com/photos/leosoueu/7057226599/
  43. 43. flickr.com/photos/kbeil/6702598373/
  44. 44. flickr.com/photos/niallkennedy/667670285/
  45. 45. Why think
 about that?
  46. 46. What kind of experience
 are they having? you have visitors. right now.
  47. 47. flickr.com/photos/b-tal/116220689/ Improving Customer Experience the
  48. 48. for staff
  49. 49. put staff first!
  50. 50. stop saying no flickr.com/photos/ppix/4991060059
  51. 51. make it easy
  52. 52. flickr.com/photos/deansfurniture5/2462980045/
  53. 53. touch points
  54. 54. flickr.com/photos/pperdue/3573858061/
  55. 55. which
 is it?
  56. 56. fix the process
  57. 57. flickr.com/photos/poblibrary/2674563551/
  58. 58. flickr.com/photos/beavis/2425374221/ go where people gather
  59. 59. the tech flickr.com/photos/shoutsfromtheabyss/6199518254
  60. 60. update the tech
  61. 61. hire professionals
  62. 62. design for mobile
  63. 63. Make mobile Easy
  64. 64. flickr.com/photos/opacity/3531963245/ new types
 of tech!
  65. 65. flickr.com/photos/fayfreelibrary/9711109328/
  66. 66. http://25.media.tumblr.com/tumblr_mbybs0MLqq1rhd130o1_500.jpg
  67. 67. flickr.com/photos/skokiepl/5552496451/
  68. 68. customersfor
  69. 69. understand who they are
  70. 70. listen
  71. 71. be snoopy (just a bit) http://www.flickr.com/photos/librarycommission/5041836636/
  72. 72. flickr.com/photos/ohiouniversitylibraries/3507674990/
  73. 73. flickr.com/photos/qubodup/3582881939/
  74. 74. continue the experience
  75. 75. we need to
 be social flickr.com/photos/jasonahowie/8583949219/
  76. 76. flickr.com/photos/b-tal/116220689/ Customer Experience ?
  77. 77. flickr.com/photos/90585146@N08/8222922317/
  78. 78. davidleeking.com Thank You!
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