RS Components has joined forces with Confirmit to make the connection between voice of the customer (VoC) and culture change to drive continuous business improvement through the provision of real-time customer feedback across an organization, the company said.
The company detailed the benefits of taking a systematic approach to capturing customer experience across the organization, emphasizing on the value of clear journey mapping, consistent customer metrics, and real-time reporting in tracking and driving customer experience improvements across the globe.
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.
RS Components and Allied Electronics are the trading brands of Electrocomponents plc, the global distributor for engineers.
Confirmit is an SaaS vendor for multi-channel Voice of the Customer, Voice of the Employee, and Market Research solutions. It has offices in Oslo (headquarters), Chengdu, Grimstad, London, Moscow, New York, San Francisco, Sydney, Vancouver, and Yaroslavl. Its software is also distributed through partner resellers in Madrid, Milan, Salvador, and Tokyo.