Electrocomponents’ VoC/VoE-driven Approach Improves the Customer Experience


Ovum

Ovum

Author Bio


Author Bio

In 2012, RS Components embarked on an enterprise-wide transformation to improve its ability to compete on a global scale, serving over 1 million customers. As part of this program, the company selected Confirmit to provide a platform to gain deeper insights into the customer’s view of their experiences, and to underpin the firm’s strategy to deliver a differentiated and orchestrated customer experience across all customer interaction journeys and channels, both offline and online.

In this case study, by leading industry analyst Ovum, you’ll learn how the RS Components team set about building a customer experience program that now capture customer feedback in a consistent way across multiple channels and 29 countries, in 17 languages.

Highlights from the report include:

  • The role of senior support in the success of a Voice of the Customer program
  • How customer journey mapping proved key to improving processes
  • The importance of the Voice of the Employee in capturing insights from the front line.
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