Innovation Award for Global Customer Focus and Forum Hero award presented for customer experience transformation
Oxford, UK, 29 April 2016 - RS Components (RS), the trading brand of Electrocomponents plc (LSE:ECM), the global distributor for engineers, has been recognised at the Customer Contact Innovation Awards 2016 for its successful initiatives to transform the experience of its customers. The company won the Innovation Award for Global Customer Focus for its Voice of the Customer (VOC) programme, which has driven a cultural movement in the business and delivered results quickly. In addition, Emma Botfield, Head of Customer Service Northern Europe, was given a Forum Hero award for her personal contribution in the pursuit of customer service excellence.
The VOC programme has helped RS to put the customer experience at the heart of the business by embedding an outside-in view of what customers need and want. The initiative enabled the company to gather customer intelligence and identify and address the main issues for customers, empowering employees to challenge conventional thinking to drive positive change. This cultural shift has already delivered increased revenue, enhanced eCommerce growth, an improved Net Promoter Score (NPS) and Net Easy score, in addition to cost savings that are re-invested into the business.
Emma won the Forum Hero award for being an inspiring leader whose customer contact professionalism motivates her colleagues to deliver exceptional service. The judges commended her for always seeking new ideas from the events she and her team attend, whilst being happy to share her own experiences to inspire others.
Lindsley Ruth, CEO at Electrocomponents, said: "This award is true industry recognition for the work we are doing to transform the experience of our customers."
Organised by The Forum, the finalists for the Customer Contact Innovation Awards 2016 included Co-Operative Banking Group, Direct Line Group, EE and RBS. The awards were presented at The Forum's 16th anniversary Customer Strategy and Planning conference on 26 April.
About RS Components
RS Components and Allied Electronics are the trading brands of Electrocomponents plc, the global distributor for engineers. With operations in 32 countries, we offer more than 500,000 products through the internet, catalogues and at trade counters to over one million customers, shipping around 44,000 parcels a day. Our products, sourced from 2,500 leading suppliers, include electronic components, electrical, automation and control, and test and measurement equipment, and engineering tools and consumables.
Electrocomponents is listed on the London Stock Exchange and in the last financial year ended 31 March 2015 had revenues of £1.27bn.