|Sun June 22 2014 18:29:23|
How Management Could Really Improve the eBay Experience
It is no secret that eBay's management is disconnected from buyers and sellers. The millionaires who dictate policy and direct new features implemented on the site have nothing in common with buyers or sellers, and the end result is a dysfunctional marketplace.
eBay can not - should not continue to run their marketplace with management that is isolated from the causes and effects of their decisions.
eBay management needs to re engage with their customer base, and an excellent way for them to do this would be a requirement that every executive spend 2 weeks every year manning customer service lines and hearing directly from buyers and sellers how frustrating eBay has become to use on either side of the transaction.
Another way for them to re connect would be to have them participate is eBay discussion forums related to their area of responsibility.
Management would be better equipped to address issues that drive buyers and sellers from the site if they had real time communications with their buyers and sellers instead of relying on data points to drive their decision making processes.
If eBay really wants to gain traction, grow their GMV, and contribute to the success of their sellers, they need to abandon the aloof management style they have adopted from their CEO and take some initiative to get onto the front lines where buyers and sellers are.
Managing eBay to please Wall Street does little to enhance the buying or selling experience. It is time for management to get back on Main Street where the buyers and sellers who drive the activity in the marketplace are.
If eBay's management concentrated on better meeting the needs of both buyers and sellers, sales would grow, and Wall Street concerns would take care of themselves because the revenue from genuine sales growth would drive share values higher.