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.”

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. Change
is a verb…

3. Change
is a verb…
bummer!

5. for
Libraries

7. flickr.com/photos/bestrated1/2621358221/
what has changed?

8. flickr.com/photos/luc/2944876508/

9. flickr.com/photos/quinnanya/5802630334

10. Mobile
mobile firstonline first

11. flickr.com/photos/yourdon/3405811164/
what’s she doing?

12. this is HUGE

13. also HUGE

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

16. Why?
because of
mobile

17. 56%of US Adults own smartphones

18. 72%of US Adults use social media

19. 29%use Facebook every day!

21. Sept 2013

22. flickr.com/photos/73295603@N00/7195432918

23. what do your
mobile users
need?
flickr.com/photos/beavis/2425374221/

24. what do they
need?
A LOT!

25. design for
mobile

27. teens

28. cell mostly

29. multimedia
web

31. 78%of US Adults watch online videos

32. What’s this
mean for the
library?
flickr.com/photos/oppl/5867907324/

34. update policies

35. training

36. how to act
in front of
a camera

37. News

38. flickr.com/photos/thebrooklinelibrary/6930433464

39. flickr.com/photos/thomashawk/4958821586/

40. flickr.com/photos/smjb/8316078699/

41. ebooks

44. flickr.com/photos/libraryman/5052936803/

45. grassroots
tech

46. flickr.com/photos/griffey/8562525683/

47. flickr.com/photos/madrideducacion-es/6850575857/

48. Competition

49. flic.kr/p/4aGa4g

52. Customer
Experience?

53. flickr.com/photos/leosoueu/7057226599/

54. flickr.com/photos/kbeil/6702598373/

55. flickr.com/photos/niallkennedy/667670285/

58. Why think
about that?

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

60. flickr.com/photos/b-tal/116220689/
Improving
Customer
Experience
the

61. for staff

62. put staff first!

63. stop saying no flickr.com/photos/ppix/4991060059

64. make it
easy

65. flickr.com/photos/deansfurniture5/2462980045/

66. touch
points

68. flickr.com/photos/pperdue/3573858061/

77. which
is it?

80. fix the
process

81. flickr.com/photos/poblibrary/2674563551/

84. flickr.com/photos/beavis/2425374221/
go where people gather

89. the tech
flickr.com/photos/shoutsfromtheabyss/6199518254

90. update the tech

91. hire professionals

95. design for
mobile

99. Make
mobile
Easy

101. flickr.com/photos/opacity/3531963245/
new types
of tech!

102. flickr.com/photos/fayfreelibrary/9711109328/

105. http://25.media.tumblr.com/tumblr_mbybs0MLqq1rhd130o1_500.jpg

107. flickr.com/photos/skokiepl/5552496451/

108. customersfor

109. understand who they are

111. listen

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

119. flickr.com/photos/ohiouniversitylibraries/3507674990/

120. flickr.com/photos/qubodup/3582881939/

122. continue
the
experience

124. we need to
be social
flickr.com/photos/jasonahowie/8583949219/

129. flickr.com/photos/b-tal/116220689/
Customer
Experience
?

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

131. davidleeking.com
Thank You!