The Power of Customer Empathy | SAP Spotlight on ANZ Tech | Episode 6

What is the biggest issue with how brands engage online today? Sometimes, it is a simple lack of empathy. In this episode of SAP Spotlight on ANZ Tech, Jess asks shoppers about their biggest frustration with online brand engagement. One theme comes through clearly: brands can be brilliant at selling, then fall apart after checkout. Missing tracking updates, unclear return steps, slow responses, and “free returns” that suddenly are not free can turn a great first impression into a lasting trust issue. Our customer experience experts, Scott and Scott, break down why after-sales experience is a loyalty maker or breaker. Organizations spend heavily to win a customer, but the data and information needed to support customers already exists. The difference is whether teams use it to keep customers informed through email, SMS, or notifications so people know what is happening and what to do next. You will also hear the “Mirror Test”: are you providing the experience you would want to receive? When brands treat customers like people rather than transactions, they resonate more. That means setting clear expectations, communicating proactively, and making returns and support feel simple, fair, and human. 👉 Download our Omnichannel Loyalty Guide to start putting empathy at the centre of your strategy: https://sap.to/6055B6meCW Follow us on social: LinkedIn: https://sap.to/6056B6meCo Instagram: https://sap.to/6057B6meCU Facebook: https://sap.to/6059B6meCS Threads: https://sap.to/6051B6meCt About SAP: As a global leader in enterprise applications and business AI, SAP stands at the nexus of business and technology. For over 50 years, organizations have trusted SAP to bring out their best by uniting business-critical operations spanning finance, procurement, HR, supply chain, and customer experience. For more information, visit: https://sap.to/6053B6meCv #CustomerExperience #CustomerLoyalty #SAP