Surprising Insights on Leveraging Customer Experience: An Interview with Shaivali Shah

  • by Antoine Cadot-Wood, Former Associate Editor
  • February 21, 2012
Shaivali Shah explains the surprising results of the 2011 Customer Experience Radar, and how to leverage customer experience in your own business.

Did you invest in a loyalty program this year? You might want to rethink your investment: customers taking Pricewaterhouse Coopers’ 2011 Experience Radar survey ranked loyalty programs last among the factors that led them to shop a particular brand. Did you build a killer mobile app for your customers to use? Don’t tear down your store yet; customers still expect to be able to use your app, shop your website, and walk into your store before making a purchase.

In a special interview with SAPexperts, PwC Customer Experience Practice Leader Shaivali Shah shares some of the startling results of the 2011 Customer Experience Radar, a massive, cross-industry survey of what customers expect from their experience with a business. She also introduces a methodology for tracking your own customers’ experience with your company, and hints at how to integrate this methodology with your SAP system.

Click the link below to listen to the podcast. Shaivali will also be speaking at CRM 2012 in Orlando, where she will be sharing many more results from the Customer Experience Radar and insights on how to leverage customer experience. Learn more about our CRM conferences here.

Antoine Cadot-Wood

Antoine was an associate editor of SAP Professional Journal and SCM Expert. He also worked on developing SAPexperts' multimedia content. Antoine has studied, worked, and travelled extensively in China.

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