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Creating a digital library experience

Written on: March 7th, 2010 in Blog Posts

Last week, I had the great good fortune to see a presentation by David Lee King, the Digital Branch and Services Manager for the Topeka and Shawnee County public library. King is a justifiably influential figure in the library world, and his keynote on “Making the Digital Experience Sing!” was provocative and though-provoking.

King’s talk focused on ways in which libraries can create a more compelling customer experience- beyond customer service. Today, there’s an expectation of good customer service and consumer choice is ubiquitous (in America, at least). What is differentiating organizations now is customer experience. Experience is a set of services and activities that surround a purchase or other interaction with a product. American Girl stores are an example of a compelling customer experience where the purchase is only one facet of the consumer’s interaction with the brand or service. King cited Harley Davidson as another experience-oriented brand where the initial purchase is only the beginning of the consumer’s relationship the products or services that the company offers, from clothing, to themed restaurants, to real-world connections with other enthusiasts.

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