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Ebay working to keep up with customer experience expectations
October 18, 2009
AdAge reports this morning that Ebay has tasked itself with keeping up with online retail sites like Amazon and Zappos, and much of that reorganizing will be geared around the customer experience.
According to AdAge, Ebay is "giving top buyers and sellers access to a phone service seven days a week and allowing them to submit queries online — a service being expanded throughout the holiday and 2010 to more sellers and buyers. It's hired talent to improve its search-technology capabilities to make eBay more consumer-friendly and has begun incorporating user feedback more quickly. And it's taking steps to add more fixed-price options for its customers."
AdAge suggests several things retailers everywhere can learn from Ebay's reorganization:
Invest in talent.
Don't be afraid to cut loose dead weight.
Look for partnerships that will upgrade your image.
Don't lose sight of the end customer.
Communicate change consistently.
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