Improving the Customer Experience: on the web, in the library, in the community
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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
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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.”
Transcript of Improving the Customer Experience: on the web, in the library, in the community
Improving
on the web
Customer
Experience
the
in the library
in the community
david lee kingtscpl.org | davidleeking.com
flickr.com/photos/ellf/5899751204
Changeis a verb…
Changeis a verb…
bummer!
for Libraries
flickr.com/photos/bestrated1/2621358221/
what has changed?
flickr.com/photos/luc/2944876508/
flickr.com/photos/quinnanya/5802630334
Mobilemobile 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 actin 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/
grassrootstech
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 thinkabout 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 noflickr.com/photos/ppix/4991060059
make iteasy
flickr.com/photos/deansfurniture5/2462980045/
touchpoints
flickr.com/photos/pperdue/3573858061/
whichis it?
fix the
process
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 typesof 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/
continuethe
experience
we need tobe social
flickr.com/photos/jasonahowie/8583949219/
flickr.com/photos/b-tal/116220689/
Customer
Experience
?
flickr.com/photos/90585146@N08/8222922317/
davidleeking.com
Thank You!
