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.comflic.kr/p/58ag9r

2. Our world is changing.
flic.kr/p/7Fk9Yq

3. change…
flic.kr/p/aEkcFZ

4. change…
flic.kr/p/4hBu38

6. Customer
Experience

7. flickr.com/photos/leosoueu/7057226599/

8. flickr.com/photos/kbeil/6702598373/

9. flic.kr/p/acFRUM

11. 1
customer experience
on the web
flic.kr/p/7owr1v

12. flic.kr/p/7QMhtM
88%

13. 69%
flic.kr/p/nJMbfu

14. mobile

15. content

16. convenience

17. flic.kr/p/7oAjyb
online first

18. tablets
desktops
mobile

19. customer
experience
in the
building
2

20. put staff first :-)

21. training! flic.kr/p/8amYf7

22. fix the
building
upload.wikimedia.org/wikipedia/commons/e/ef/Modern-Trade-Painter.jpg

23. flickr.com/photos/poblibrary/2674563551/
fix the building

27. flic.kr/p/bvWKBE

29. connectivity

31. content

32. unique collections

35. in the community3
flic.kr/p/egkq3N

36. convenience
& content

40. connection
flic.kr/p/dfSvn1

42. flic.kr/p/4KDqac
make it easy

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

44. davidleeking.com
Thank You!