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. 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

15. 5. responsive design.

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

17. flickr.com/photos/smjb/8316078699/

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

20. flic.kr/p/4aGa4g

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

26. Customer
experience?

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

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

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

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/

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/

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

52. which
is it?

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/

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

62. it’s adestination

63. Text
Also adestination

68. interactionis key

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

71. flickr.com/photos/pitel/507791613/

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

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!