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.”

Business Formation

Creating
Customer
Experience
david lee king • topeka & shawnee county public library • davidleeking.com
on the web
in the library
in the community

http://www.ﬂickr.com/photos/bestrated1/2621358221/
What has Changed?

this is ...
ﬂickr.com/photos/yourdon/2715583000/

ﬂickr.com/photos/mr_t_in_dc/6937521074/
not a
good
idea

http://www.ﬂickr.com/photos/sir_mervs/2691990934/
Competition!

ﬂickr.com/photos/niallkennedy/667670285/

What kind of experience
are they having?
you have
visitors.
right now.

what to do?
ﬂickr.com/photos/b-tal/116220689/

listen
ﬂickr.com/photos/94379417@N00/4808475862/

ask
focus
groups
ﬂickr.com/photos/francois/404908918/

be snoopy
(just a bit)
http://www.ﬂickr.com/photos/librarycommission/5041836636/

ﬂickr.com/photos/ohiouniversitylibraries/3507674990/

ﬂickr.com/photos/deansfurniture5/2462980045/

your
process
is showing
ﬂickr.com/photos/poblibrary/2674563551/

go where
people gatherﬂickr.com/photos/beavis/2425374221/

pesquisaconsumo.blogspot.com/2010_04_01_archive.html
it’s adestination

ﬂickr.com/photos/b-tal/116220689/
customerexperience?

listen
it’s adestination
interaction
touch
points

ﬂickr.com/photos/90585146@N08/8222922317/

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

1. Creating Customer Experience david lee king • topeka & shawnee county public library • davidleeking.com on the web in the library in the community

4. http://www.ﬂickr.com/photos/bestrated1/2621358221/ What has Changed?

5. ﬂickr.com/photos/luc/2944876508/

6. this is ... ﬂickr.com/photos/yourdon/2715583000/

7. this is ... HUGE

8. Also HUGE!

9. ﬂickr.com/photos/mr_t_in_dc/6937521074/ not a good idea

10.

11.

12.

13.

14.

15. 5. responsive design.

16. ﬂickr.com/photos/thomashawk/4958821586/

17. ﬂickr.com/photos/smjb/8316078699/

18.

19. http://www.ﬂickr.com/photos/sir_mervs/2691990934/ Competition!

20. ﬂic.kr/p/4aGa4g

21.

22.

23. ﬂickr.com/photos/libraryman/5052936803/

24.

25.

26. Customer experience?

27. ﬂickr.com/photos/leosoueu/7057226599/

28. ﬂickr.com/photos/kbeil/6702598373/

29. ﬂickr.com/photos/niallkennedy/667670285/

30.

31.

32. Why think about that?

33. What kind of experience are they having? you have visitors. right now.

34. what to do? ﬂickr.com/photos/b-tal/116220689/

35. listen ﬂickr.com/photos/94379417@N00/4808475862/

36.

37.

38.

39.

40. ask focus groups ﬂickr.com/photos/francois/404908918/

41. stats

42. be snoopy (just a bit) http://www.ﬂickr.com/photos/librarycommission/5041836636/

43. ﬂickr.com/photos/ohiouniversitylibraries/3507674990/

44. Improve Touch Points

45. ﬂickr.com/photos/deansfurniture5/2462980045/

46.

47. ﬂickr.com/photos/pperdue/3573858061/

48.

49.

50.

51.

52. which is it?

53.

54.

55. your process is showing ﬂickr.com/photos/poblibrary/2674563551/

56. your process is showing ﬂickr.com/photos/poblibrary/2674563551/

57. go where people gatherﬂickr.com/photos/beavis/2425374221/

58.

59.

60.

61. pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestination

62. it’s adestination

63. Text Also adestination

64.

65.

66.

67.

68. interactionis key

69. ﬂickr.com/photos/saclaw/7107478019/

70.

71. ﬂickr.com/photos/pitel/507791613/

72. ﬂickr.com/photos/saclaw/7107478019/

73.

74. ﬂickr.com/photos/b-tal/116220689/ customerexperience?

75. listen it’s adestination interaction touch points

76. ﬂickr.com/photos/90585146@N08/8222922317/

77. davidleeking.com Thank You!