The Secret to Fast Brand Advocacy | SAP Spotlight on ANZ Tech | Episode 9

How do you turn a frustrated customer into a brand advocate really quickly? It starts with understanding, not just answering. In this episode of SAP Spotlight on ANZ Tech, we dig into one of the most important moments in the entire customer journey: the first response. When something goes wrong, customers want to feel heard fast, and they want progress toward a real fix. A quick reply that misses the point can make things worse. A thoughtful first response that shows context, ownership, and a clear next step can change the tone of the relationship in minutes. Our customer experience experts, Scott and Scott, explain why connected systems matter so much here. Customers get frustrated when they have to repeat themselves or re-share information you should already have, like purchase history, interaction timing, or previous case notes. That “repeat” moment signals that the experience is disconnected, and it makes customers feel like a ticket number instead of a person. You will also hear how tying systems together can simplify feedback and speed resolution without cutting corners. When teams can see the full picture across channels, they can acknowledge the issue with context, ask fewer questions, and move straight to action. The result is less effort for the customer, faster time to resolution, and more opportunities to turn a complaint into loyalty. 👉 Download our Australian Engagement Report to turn engagement insights into retention wins: https://sap.to/6050B6me4g Follow us on social: LinkedIn: https://sap.to/6051B6me49 Instagram: https://sap.to/6052B6me4i Facebook: https://sap.to/6053B6me4c Threads: https://sap.to/6054B6me4Y 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/6055B6me4l #CustomerExperience #CustomerService #SAP