For Eben Sermon, Director Relationship Marketing and Loyalty (EU) at eBay, maintaining and enhancing a companywide customer-centric focus is a daily and ongoing goal. Sermon says brands also need to stay on top of challenges associated with tracking mobile and social interactions, and using social data in an effective fashion.
“It’s a pretty customer-centric culture,” Sermon says. “We have a huge customer-centric focus in the company related to what’s expected of every....