"As far as execs, I have a feeling they either don't get it, or get it and
won't admit it. And what I mean by don't get it is that they don't recognize
sellers' are upset to the point of leaving. The official spin on unrest is
"change is hard," which is a big part of it, but the (sometimes nasty)
desperation I'm seeing is from sellers who feel they don't have control of their
businesses, don't know what eBay might throw at them next, and some of whom are pulling out their hair stuck between poor customer service from eBay and abusive buyers, others who fear encountering bad buyers and how it will affect their businesses."
"They don't get it!" is the phrase I hear over and over again from sellers. IMO, eBay Execs really don't "get it". eBay management looks at the metrics and sees that 10% of sellers are affected by a change or are experiencing a problem as a result of a change and 10% is a low number so that becomes an acceptable change for them, but 10% of a site the reportedly has 1.3 million sellers is 130 thousand "real people" (and only 5-6k were at eBay live) whose lives have been turned upside down and many of those sellers have employees that are also affected.
Here's where the disconnect happens; each change affects a completely different set of sellers, so ultimately all of these changes in the aggregate are affecting 30 to 40% of sellers; well now we have a problem, now the changes are affecting 390K to 520K sellers and their employees.
eBay managers are driven by the metrics and are buried in the aggregate data, but the real formula for success should be this: Metrics plus Logic, plus Willingness to Invest, times Common Sense, divided by Perception, equals the result. (now don't grade me on the actual calculation, I'm just trying to make a point)
I'm of the belief that the business can be turned around, but it has to happen today. If they wait until Q1 of 2009, too much damage will have been done to save eBay from being just another marketplace.
eBay was the single best "personal empowerment" story ever written, but it was edited to death.
Just my 12%