Customer Journey Mapping: Implementing CX Strategies

Abstract

This poster presents information on how the Customer Experience (CX) service model can build customer loyalty while creating sustainability for libraries both virtual and physical spaces by better understanding the customers' journey as they interact with your library or information center. Best practices for implementing CX, training employees, assessing outcomes and journey mapping are discussed.

As we compete in the global market of information providers, libraries can advance by better understanding how companies conduct business and provide services. Customer Experience is a globally recognized service model that provides insight into how customers perceive their own interactions and transactions with your company.

A primary outcome of CX is for all employees to connect to the customers through meaningful interactions and to embrace a "customer first" philosophy. Implementing CX Strategies in the library environment create library sustainability and builds customer loyalty.

Libraries are in the customer business. Terminology can impede moving to CX because many libraries refer to the public who uses their services as patrons, users, members, constituents, stakeholders, etc. Using consistent language can facilitate moving to CX helps staff understand how to interact with the customer and each other.

All types of libraries can benefit by adopting CX into their service models. While U.S. libraries are often reluctant to embrace corporate best practices, some public libraries are early adopters who have successfully implemented CX strategies. At the other end of the spectrum are academic libraries who may be overlooking opportunities to cultivate donors and build networks of supporters.