RS Components confirms link between VoC and culture change


Leading B2B retailer brings CX to the boardroom, empowers employees to make a difference


New York, NY, London, UK and Oslo, Norway – June 30, 2016: RS Components joined forces with Confirmit at two recent events in London, urging attendees to make the connection between Voice of the Customer (VoC) and culture change.

Paula McKillen, Head of Customer Experience at RS Components addressed both the Market Insight Forum and Confirmit’s Driving Transformational Change seminar to explain how RS Components has used its strategic VoC program, running on Confirmit Horizons, to drive continuous business improvement through the provision of real-time customer feedback across the entire organization.

McKillen detailed the benefits of taking a systematic approach to capturing customer experience across the organization, placing particular emphasis on the value of clear journey mapping, consistent customer metrics, and real-time reporting – including individual case management – in tracking and driving customer experience improvements across the globe. One of the main themes raised was how storytelling can be used to engage employees in the program. By sharing specific customer stories, including how staff members were able to resolve customer issues using their own initiative, RS Components has been able to move beyond pure metrics to start to build a truly customer-centric organization.

RS Components was recognised at the recent Customer Contact Innovation Awards 2016 with the Innovation Award for Global Customer Focus through its successful initiatives to transform the experience of its customers for its Voice of the Customer (VoC) program. The VoC program has changed the way RS drives improvements. A customer first ethos is now at the core of delivering transformational change. 

McKillen said: “The willingness of the executive team to make customer experience a board-level issue has been central to the success of the program. It’s enabled us to put the customer experience at the heart of the business by embedding an outside-in view of customers’ needs and wants into everything that we do.

“The initiative has enabled the company to gather customer intelligence across multiple touchpoints and to identify and address the big issues for customers. It has also empowered employees to challenge conventional thinking to take the initiative to drive positive change.

“The resulting cultural shift has already delivered increased revenue, enhanced eCommerce growth, a 11.5% increase in Net Promoter Score® (NPS) in EMEA and a 12.5% increase in Net Easy score, in addition to cost savings that are re-invested into the business,” she added.

“The program that RS Components has built is an outstanding example of taking Voice of the Customer to the heart of the business” adds Claire Sporton, VP, Customer Experience Management at Confirmit. “We’ve been working with the team since the program’s inception 2 years ago, and the way in which they’ve been able to begin true business transformation as a result of listening to customers is truly exceptional. I’m delighted that we’ve been their partner in the process and am looking forward to working with them as the program continues to evolve and the subsequent business benefits support RS in their ongoing success.” 

To find out more about how RS Components is harnessing Confirmit in its strategic VoC program, view the full case study here.

The Confirmit blog highlighting the key messages from the Driving Transformational Change Seminar can be viewed here.


*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.”



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