RS Components Case Study 2016: Customer experience: 7 secrets for working at pace

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Gather customer intelligence, act on it and release the potential of your people. This has delivered results fast at RS Components, putting the customer truly at the heart of the business.

Voice of the Customer started a continuing cultural movement at RS Components, a global market leader in electronic distribution. The new CEO has positioned ownership of the customer at the heart of the business, a critical move to embed an outside-in view of what customers need and want, and RS is now growing four times faster. Customer Services & the Customer Experience team work closely together; they challenge thinking & empower people. In the UK, Project Triumph has changed the customer services operating model, driving a positive culture and already delivering £2M in incremental revenue. Planning has been fundamental, giving flexibility for individuals. £150,000 efficiencies each quarter have been re-invested. E-commerce is growing twice as fast as the core business, addressing specific customer feedback.

Key Results

  • Double digit revenue growth & market share gains
  • NPS up 36% globally and Net Easy 37%
  • 60% of the global business is online
  • UK online growing twice as fast as core business
  • £25m saved from cost budget, by focussing on customer needs

Who should read or watch this case study? This case study has great learning for anyone interested in actionable, end-to-end customer insight, using it to drive change and channel shift. It’s ideal for insight and customer experience teams, the significant resourcing changes will be of great interest to some planning teams and senior leaders will be interested in global working, incremental revenue, and management of change.

Find out more about RS Components

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(c) Professional Planning Forum 2000-2014