9Why Change? Changing customer needs Evolution of materials format (books, magazines, reference materials)Evolution of learning methods and formatsCirculation of eBooks higher than 10 of 21 branches
10How Are We Changing? Thinking BeforeThe old hierarchical design of library staff
11How Are We Changing? Thinking The new matrix designof library staffAfter
12How Are We Changing? Thinking BeforeThe old siloed approach to customers based on our expertise
13How Are We Changing? Thinking AfterNew approach to customers based on their life and needs
14How Are We Changing? People Building the case for changeLead the ChangeEmerging LeadersCML Certified Training
15How Are We Changing? People Appointed a Chief Customer Experience OfficerStrategic Attributes Investments Desired OutcomesENERGYInspirational LeadershipChange ManagementLeadership InstituteCML ValuesDevelop PeopleProactive Communication PlansA motivated workforceACCOUNTABILITYDoing right by today’s customersNo Excuses (KIPP model)Whole Branch ExperienceBranch Audit TeamsService Delivery PlansECECML usage growsSUSTAINABILITYEnsuring our futureHow to be ImportantChart the Lifecycle of a CustomerCreate a Future VisionA Culture of InnovationBusiness PlansA new generation of users
16How Are We Changing? People Weekly Briefings from Chief Customer Experience Officer
17How Are We Changing? People Content from cxpa.comEducating and Sharing Best Practice Information
18How Are We Changing? Facilities Rethink the purpose and utility of our facilitiesRefine the CML brand
21What’s Next? Concierge Service VSPassiveProactive
22What’s Next? 8 New Facilities What happens in a library?What do customers expect?How do young people drive our change?
23Lessons LearnedSuccess 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.