{"id":655,"date":"2016-07-12T21:18:50","date_gmt":"2016-07-12T21:18:50","guid":{"rendered":"https:\/\/blog.oclc.org\/next\/?p=655"},"modified":"2019-06-26T16:14:45","modified_gmt":"2019-06-26T16:14:45","slug":"the-touchpoints-of-exceptional-customer-service","status":"publish","type":"post","link":"https:\/\/blog.oclc.org\/next\/the-touchpoints-of-exceptional-customer-service\/","title":{"rendered":"The touchpoints of exceptional customer service"},"content":{"rendered":"

\"2016-07-05<\/a>During the OCLC Symposium at ALA Annual this year, we got the opportunity to hear from Disney Institute\u2019s Amy Rossi. Amy talked about how Disney seeks to understand the complete customer experience and \u201covermanage\u201d the details that contribute to it. You can find a longer summary of the event in my previous post<\/a>.<\/p>\n

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\u2019re likely to have. At my table, we talked mostly about library signage\u2014how do we give people all the information they\u2019ll 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\u2019s website and many other touchpoints.<\/p>\n

We caught a few attendees after the event to capture their immediate thoughts on how Amy\u2019s presentation relates specifically to libraries. Here\u2019s what they had to share.<\/p>\n

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