Libraries and the Customer Experience

When: April 1 – April 28 2024 (4 weeks)

Where: Online, asynchronous (see more info)

Cost: $165 (10% discount if you register 2 weeks before the start date)

CE Credit: 1.4 CEUs/14 LEUs

Program #: 310924


Payment and Cancellation Policy

Questions? Email the CE Team

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


Photo of JamieJamie Matczak is the education consultant at Wisconsin Valley Library Service (Wausau, WI), where she focuses on professional development and communications.  In addition to 17 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 70 presentations on marketing, social media, customer service and communications. In her spare time, Jamie enjoys traveling, spending time with friends and family, and teaching fitness classes at the Greater Green Bay YWCA.