During the OCLC Symposium at ALA Annual this year, we got the opportunity to hear from Disney Institute’s Amy Rossi. Amy talked about how Disney seeks to understand the complete customer experience and “overmanage” the details that contribute to it. You can find a longer summary of the event in my previous post.
During the event, Amy gave us some time to think about and share the touchpoints that visitors to the library (virtual or in person) encounter and what kind of experience they’re likely to have. At my table, we talked mostly about library signage—how do we give people all the information they’ll need without crowding the entrance way with signs? Other people shared concerns about parking lots, the staff members who sit closest to the front door, how users click through the library’s website and many other touchpoints.
We caught a few attendees after the event to capture their immediate thoughts on how Amy’s presentation relates specifically to libraries. Here’s what they had to share.
After we discussed touchpoints, Amy encouraged us to pick a single one to improve within 72 hours of returning home, preferably one that doesn’t require administrative or budgetary approval. Just something small we could change that improves our customers’ experiences.
Question: Is there a touchpoint in your library that you could improve today? Share your answers with hashtag #OCLCnext