Why Your ‘Back of House’ Matters for Loyalty | SAP Spotlight on ANZ Tech | Episode 3

A great customer experience starts with a promise and ends with a delivery. In this episode of SAP Spotlight on ANZ Tech, we look at why the “back of house” matters just as much as the front of house. Smooth checkout and friendly service can win the sale, but inventory accuracy, fulfillment, and returns often decide whether a customer comes back. When those operations break down, loyalty can disappear fast. Scott and Scott break down how everyday friction can quietly erode customer lifetime value. Think manual return processes that waste time, “in-stock” messages that are wrong, and policies that do not match what customers were promised. The lesson is clear: the experience customers remember is the one that happens after they click “buy.” You will also hear why loyalty is more than points and perks. Strong loyalty is built when customers can trust what a brand says, what it ships, and how it resolves issues. That includes balancing great front-of-house engagement with the operational reality needed to deliver it consistently, plus a quick case study on how personalized loyalty can work in the hotel industry when execution is solid. 👉 Get our Omnichannel Loyalty Guide to build loyalty that feels human across every channel: https://sap.to/6052B6mdBA Follow us on social: LinkedIn: https://sap.to/6053B6mdB7 Instagram: https://sap.to/6054B6mdBC Facebook: https://sap.to/6055B6mdBh Threads: https://sap.to/6056B6md86 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/6057B6md8B #CustomerExperience #CustomerLoyalty #SAP