University of Wisconsin–Madison

NEW! Libraries and the Customer Experience

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.

At a glance

When: Feb 28 – Mar 27, 2022

Where: Online

Cost: $150 (10% discount if you register 2 weeks before the start date)

CE Credit: 1.4 CEUs/14 LEUs

Program: #306822


Questions? Contact Meredith Lowe or Anna Palmer

Register online

Due to the continuation of remote work, please use the online registration option. If you need alternate arrangements, email Anna Palmer, ahpalmer@wisc.edu or Meredith Lowe, mclowe@wisc.edu. Alternate registration options may result in delays.


Payment and Cancellation Policy

Course Details

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

Instructor: Jamie Matczak is the education consultant at Wisconsin Valley Library Service in Wausau, WI.