Can In-House Blogger Fix eBay's Customer Relations?
Sunday, March 09, 2008
Company hopes 'no-holds-barred' corporate blog can mend fences
For a company that made its bones through the facilitation of buyer-seller feedback, eBay has gained a reputation as an organization that doesn't respond well when it is the object of less-than-flattering input from customers. eBay's public proclamations during the sellers' strike (which has been extended through the end of today) - itself a response, ironically, to (among other things) changes the company implemented to its feedback system - are the most recent examples of tactics critics often deride as heavy-handed. Perhaps, however, some of those "negatives" have finally fallen on receptive ears. The auctioneer announced last week the debut of "eBay Link," an in-house blog intended to offer customers unfiltered, direct communications with the company.
The blog, which will debut next month, will be written by social media veteran Richard Brewer-Hay. "Brewer-Hay has pledged to write unbiased entries about what he observes as an all-access employee of the $7.7 billion dollar company," reported Brandi Stewart for Fortune Small Business on Thursday.
"eBay Link" is intended to be a vastly different animal than "The Chatter," the company's in-shop P.R. blog. If true to its mission, the blog may put eBay on the road to practicing what it preaches: the power of feedback!
QUESTION: Will the blog of an ombudsmen like Mr. Brewer-Hay actually make a difference at eBay? Now that we're able once again to take your comments, we'd love to hear from you. We don't know if your feedback will mean anything to eBay but it sure means a lot to us.
For a company that made its bones through the facilitation of buyer-seller feedback, eBay has gained a reputation as an organization that doesn't respond well when it is the object of less-than-flattering input from customers. eBay's public proclamations during the sellers' strike (which has been extended through the end of today) - itself a response, ironically, to (among other things) changes the company implemented to its feedback system - are the most recent examples of tactics critics often deride as heavy-handed. Perhaps, however, some of those "negatives" have finally fallen on receptive ears. The auctioneer announced last week the debut of "eBay Link," an in-house blog intended to offer customers unfiltered, direct communications with the company.
The blog, which will debut next month, will be written by social media veteran Richard Brewer-Hay. "Brewer-Hay has pledged to write unbiased entries about what he observes as an all-access employee of the $7.7 billion dollar company," reported Brandi Stewart for Fortune Small Business on Thursday.
"eBay Link" is intended to be a vastly different animal than "The Chatter," the company's in-shop P.R. blog. If true to its mission, the blog may put eBay on the road to practicing what it preaches: the power of feedback!
QUESTION: Will the blog of an ombudsmen like Mr. Brewer-Hay actually make a difference at eBay? Now that we're able once again to take your comments, we'd love to hear from you. We don't know if your feedback will mean anything to eBay but it sure means a lot to us.
posted by Chris and Frank at 3:18 PM
5 Comments:
They need something... But I don't think that it will help.
Eric,
Denver, Co
No. Not a chance. He hasn't sold ANYTHING on eBay. It's an insult to all the sellers out there to have someone like this.
Hello! My name is donna aka missneo714.Com
Simply put No, ebay has already made it clear in their meeting with 200 high volume power sellers and to date: that they EBAY cannot address our issues, or change the new rules, formats ect...to a more conducive system for all, they will not bend on their perspectives, we don't want a blog, we have chats all the time, you got griff live! With seller talk radio, when a member asked him what do you feel about the new changes? Do you think ebay will listen? He gave a frank no!...
We got thread on ebay with employees! They cant change the practices.
We sent thousands of emails we get nothing,
Now we will get wow! A person to one on one tell us more about ebay??? And how they wont change, they will give canned, answers and say yes I hear you? Really? And tell us how we can do better!!! That's been their answer, ....its a blog! Not a change in how in conducts good business practices, this guy cant do what john donahoe and others corporate people can do, they just choose to put this poor guy in the hot seat, with no change of how they conduct business.
paints75 Said:
What Ebay needs to realize is that no matter who they hire and what tactics are used to help the sellers feel as though they are communicating with the company, it's only words unless actions are taken. Why did Ebay feel the need now to come up with a direct blog? Hmm-maybe because the boycott actually worked and people are leaving in heards and droves to go to other sites?
I think you will see ebay do the same thing in their new blog as you see them currently doing on their forums and discussion boards -- they will simply pull any posts or threads which denounce ebay's tactics, policies, or treatment of it's user base.
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