Creating a Valuable Experience in Library Tours Through the Metaverse Exhibition

Abstract

The Customer Experience Management (CEM) process for the reception and guided tour service at Khon Kaen University Library focuses on understanding the overall experience of visitors, meeting the needs of target groups, and creating a valuable and memorable experience for visitors. It consists of the following steps:1) Customer Experience Analysis: Using past satisfaction assessments and feedback to improve service delivery. 2) Customer Experience Framework: Defining the scope of operations and clear responsibilities for the reception team. 3) Service/Business Experience Design: Determining suitable library tour spots that cover all services, developing the English language skills of tour guides, and organizing visitor care teams to ensure adequate coverage. 4) Customer Touchpoint Design: Setting tour durations based on designated tour spots to ensure all points are covered. 5) Continuous Innovation: Implementing virtual reality technology to create an immersive experience through the "KKU Library Visitors Exhibition" which showcases photos and videos from visits. The exhibition has received over 367 visits and positive feedback from impressed visitors who expressed interest in returning. The evaluation of the operation's satisfaction in the fiscal year 2022-2023 showed an increase in the number of visitors to 32 (1,059 people) compared to the fiscal year 2022, which had 20 visits (484 people). In addition to the increased visitation rate, four organizations returned for repeat study visits. This indicates that the library's valuable experience has impressed visitors regarding the tour guide team, the tour environment, and the visitors' willingness to return for repeat visits.