Customer-Centric Culture

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Presentation transcript:

Customer-Centric Culture CX Tool Navigating a Brand Experience Evolution: Changing Thinking, People & Facilities Alison Circle Columbus Metropolitan Library Customer-Centric Culture B2C

Who is Columbus Metropolitan Library?

Who is CML?

Who is CML?

Who is CML?

Why Change?

Why Change?

Customer Experience Evolution

Why Change? Changing customer needs Evolution of materials format (books, magazines, reference materials) Evolution of learning methods and formats Circulation of eBooks higher than 10 of 21 branches

How Are We Changing? Thinking Before The old hierarchical design of library staff

How Are We Changing? Thinking The new matrix design of library staff After

How Are We Changing? Thinking Before The old siloed approach to customers based on our expertise

How Are We Changing? Thinking After New approach to customers based on their life and needs

How Are We Changing? People Building the case for change Lead the Change Emerging Leaders CML Certified Training

How Are We Changing? People Appointed a Chief Customer Experience Officer Strategic Attributes Investments Desired Outcomes ENERGY Inspirational Leadership Change Management Leadership Institute CML Values Develop People Proactive Communication Plans A motivated workforce ACCOUNTABILITY Doing right by today’s customers No Excuses (KIPP model) Whole Branch Experience Branch Audit Teams Service Delivery Plans ECE CML usage grows SUSTAINABILITY Ensuring our future How to be Important Chart the Lifecycle of a Customer Create a Future Vision A Culture of Innovation Business Plans A new generation of users

How Are We Changing? People Weekly Briefings from Chief Customer Experience Officer

How Are We Changing? People Content from cxpa.com Educating and Sharing Best Practice Information

How Are We Changing? Facilities Rethink the purpose and utility of our facilities Refine the CML brand

How Are We Changing? Facilities

What’s Next? Mystery Shopper

What’s Next? Concierge Service VS Passive Proactive

What’s Next? 8 New Facilities What happens in a library? What do customers expect? How do young people drive our change?

Lessons Learned Success driven from top leadership, from Board of Trustees through CEO. Always explain the “why”: staff want to be smart about business decisions and the “why” helps with buy-in. It doesn’t happen overnight. Our internal strategy focused on staff drives to an outcome of “World Class Customer Service.” This change has happened over the last two years. Key training: all managers trained on Managing Transitions, by William Bridges to help staff embrace change.