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2016 Innovation & Transformation Awards: Customer experience: 7 secrets for working at pace at RS Components

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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

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Categories: Library, Planning & Resourcing, Operational Improvement, Digital & Omni-Channel, Awards Case Studies

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