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Customer- Centric Culture B2C Customer- Centric Culture B2C Navigating a Brand Experience Evolution: Changing Thinking, People & Facilities Alison Circle.

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Presentation on theme: "Customer- Centric Culture B2C Customer- Centric Culture B2C Navigating a Brand Experience Evolution: Changing Thinking, People & Facilities Alison Circle."— Presentation transcript:

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

2 Who is Columbus Metropolitan Library? 2

3 Who is CML? 3

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6 Why Change? 6

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8 Customer Experience Evolution 8

9 Why Change? 9 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 10 Before The old hierarchical design of library staff

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

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

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

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

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

16 16 Weekly Briefings from Chief Customer Experience Officer

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

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

19 How Are We Changing? Facilities 19

20 What’s Next? Mystery Shopper 20

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

22 What’s Next? 8 New Facilities 22 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. 23


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