1 / 23

Customer-Centric Culture B2C

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?.

jela
Download Presentation

Customer-Centric Culture B2C

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

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

  2. Who is Columbus Metropolitan Library?

  3. Who is CML?

  4. Who is CML?

  5. Who is CML?

  6. Why Change?

  7. Why Change?

  8. Customer Experience Evolution

  9. 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

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

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

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

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

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

  15. How Are We Changing?People Strategic Attributes Investments Desired Outcomes Appointed a Chief Customer Experience Officer 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

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

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

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

  19. How Are We Changing?Facilities

  20. What’s Next?Mystery Shopper

  21. What’s Next?Concierge Service VS Passive Proactive

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

  23. 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.

More Related