eBay's 5 Steps for Optimizing the Customer Experience
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"[eBay] grew and expanded rapidly," explains Cathal Murphy, Director of Customer Experience at eBay Australia and New Zealand. "As a result, customer experience wasn’t
our biggest strength in the beginning. Over the last couple of years, the company is
more aligned throughout the organisation to the customer experience. It’s part of
our whole evolution cycle."
Overall strategy
As a company matures, there’s more focus on the customer experience and
retaining existing c...
