Creating
Customer
Experience
david lee king • topeka & shawnee county public library • davidleeking.com
on the web
in the ...
http://www.ﬂickr.com/photos/bestrated1/2621358221/
What has Changed?
ﬂickr.com/photos/luc/2944876508/
this is ...
ﬂickr.com/photos/yourdon/2715583000/
this is ...
HUGE
Also
HUGE!
ﬂickr.com/photos/mr_t_in_dc/6937521074/
not a
good
idea
5. responsive design.
ﬂickr.com/photos/thomashawk/4958821586/
ﬂickr.com/photos/smjb/8316078699/
http://www.ﬂickr.com/photos/sir_mervs/2691990934/
Competition!
ﬂic.kr/p/4aGa4g
ﬂickr.com/photos/libraryman/5052936803/
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.
what to do?
ﬂickr.com/photos/b-tal/116220689/
listen
ﬂickr.com/photos/94379417@N00/4808475862/
ask
focus
groups
ﬂickr.com/photos/francois/404908918/
stats
be snoopy
(just a bit)
http://www.ﬂickr.com/photos/librarycommission/5041836636/
ﬂickr.com/photos/ohiouniversitylibraries/3507674990/
Improve
Touch Points
ﬂickr.com/photos/deansfurniture5/2462980045/
ﬂickr.com/photos/pperdue/3573858061/
which
is it?
your
process
is showing
ﬂickr.com/photos/poblibrary/2674563551/
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
it’s adestination
Text
Also adestination
interactionis key
ﬂickr.com/photos/saclaw/7107478019/
ﬂickr.com/photos/pitel/507791613/
ﬂickr.com/photos/saclaw/7107478019/
ﬂickr.com/photos/b-tal/116220689/
customerexperience?
listen
it’s adestination
interaction
touch
points
ﬂickr.com/photos/90585146@N08/8222922317/
davidleeking.com
Thank You!
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
Creating Customer Experience - On the Web, In the Library, In the Community
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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.”

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

  1. 1. Creating Customer Experience david lee king • topeka & shawnee county public library • davidleeking.com on the web in the library in the community
  2. 2. http://www.ﬂickr.com/photos/bestrated1/2621358221/ What has Changed?
  3. 3. ﬂickr.com/photos/luc/2944876508/
  4. 4. this is ... ﬂickr.com/photos/yourdon/2715583000/
  5. 5. this is ... HUGE
  6. 6. Also HUGE!
  7. 7. ﬂickr.com/photos/mr_t_in_dc/6937521074/ not a good idea
  8. 8. 5. responsive design.
  9. 9. ﬂickr.com/photos/thomashawk/4958821586/
  10. 10. ﬂickr.com/photos/smjb/8316078699/
  11. 11. http://www.ﬂickr.com/photos/sir_mervs/2691990934/ Competition!
  12. 12. ﬂic.kr/p/4aGa4g
  13. 13. ﬂickr.com/photos/libraryman/5052936803/
  14. 14. Customer experience?
  15. 15. ﬂickr.com/photos/leosoueu/7057226599/
  16. 16. ﬂickr.com/photos/kbeil/6702598373/
  17. 17. ﬂickr.com/photos/niallkennedy/667670285/
  18. 18. Why think about that?
  19. 19. What kind of experience are they having? you have visitors. right now.
  20. 20. what to do? ﬂickr.com/photos/b-tal/116220689/
  21. 21. listen ﬂickr.com/photos/94379417@N00/4808475862/
  22. 22. ask focus groups ﬂickr.com/photos/francois/404908918/
  23. 23. stats
  24. 24. be snoopy (just a bit) http://www.ﬂickr.com/photos/librarycommission/5041836636/
  25. 25. ﬂickr.com/photos/ohiouniversitylibraries/3507674990/
  26. 26. Improve Touch Points
  27. 27. ﬂickr.com/photos/deansfurniture5/2462980045/
  28. 28. ﬂickr.com/photos/pperdue/3573858061/
  29. 29. which is it?
  30. 30. your process is showing ﬂickr.com/photos/poblibrary/2674563551/
  31. 31. your process is showing ﬂickr.com/photos/poblibrary/2674563551/
  32. 32. go where people gatherﬂickr.com/photos/beavis/2425374221/
  33. 33. pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestination
  34. 34. it’s adestination
  35. 35. Text Also adestination
  36. 36. interactionis key
  37. 37. ﬂickr.com/photos/saclaw/7107478019/
  38. 38. ﬂickr.com/photos/pitel/507791613/
  39. 39. ﬂickr.com/photos/saclaw/7107478019/
  40. 40. ﬂickr.com/photos/b-tal/116220689/ customerexperience?
  41. 41. listen it’s adestination interaction touch points
  42. 42. ﬂickr.com/photos/90585146@N08/8222922317/
  43. 43. davidleeking.com Thank You!
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