“If you can’t make the rubber hit the road with a disciplined approach to analytics, you will end up with customer experiences that aren’t as effective or engaging as they could be.” —Conor McGovern, Managing Partner, Accenture
- Quality of the online experience. Sivadasan’s team tracks important variables such as how easy it is to find product information and whether Lenovo provides sufficient follow-up on the status of an order.
- Meeting commitments. This second driver includes how often the company misses promised ship dates.
- Experience with the product itself. By analyzing social media and direct customer feedback, Lenovo’s ecommerce team helps the company improve its products.