Crack The Customer Code

Today’s guest shares how Columbus Metropolitan Library creates an environment that’s attractive, comfortable, and relevant to today’s rapidly-changing needs and lifestyles. Columbus Metropolitan Library: Creating a community around knowledge To remain relevant and attractive in today’s world, organizations of all kinds need to rethink the ideal customer experience often. And in some cases, they must rethink the way they do business. Libraries are no exception. But sadly, most have not changed much with the times. Columbus Metropolitan Library (CML) has maintained impressive membership and attendance rates in spite of a growing belief (currently about 66% of Americans) that libraries aren’t important to their lives. Why visit a physical library in today’s connected world? As Chief Customer Experience Officer, Alison Circle has brought a wealth of marketing and customer experience wisdom to CML. By tuning into the changing needs of members and the communities they serve, libraries like CML are providing com