Libraries and the Customer Experience

When: Oct. 26-Nov. 22, 2026 (4 weeks)

Cost: $165

CE Credit: 1.4 CEUs/14 LEUs

Program #: 3319

How do libraries retain users among the influx of programs, products and services now being offered in our ever-changing world? Creating a positive customer experience for library users is the key to retention. The customer experience covers all the stages that library users have with their library. From websites to social media to the service desk, there are several ways that libraries can interact with and captivate their customers. This course will cover strategies and best practices on creating the best customer experiences for your library.

Course goals:

To discover the importance of customer experience
To understand how customer experience differs from customer service
To develop a customer experience culture among staff
To assess current areas of customer engagement
To learn the relationship between customer experiences and marketing
To build strategies in improving library customer experiences

Course Audience:

This class is intended for new or experienced library managers seeking to improve customer experiences in their organizations.

Instructor

Jamie Matczak with a blue sky and beach behind her

Jamie Matczak is the education consultant at Wisconsin Valley Library Service (Wausau, WI), where she focuses on professional development and communications.  In addition to 20 years of experience in public library consulting, she has taught Business Communication at Lakeland University, has a BA in Advertising from UW-Eau Claire, and an MS in Applied Leadership for Teaching and Learning from UW-Green Bay. Jamie has given over 100 presentations on marketing, social media, customer service and communications. In her spare time, Jamie enjoys traveling, working out, and spending time with friends and family.