Ebay’s silver lining
Enough about Ebay already, I know I know. I’ve been very critical of ebay and remain so. Indeed I’d say it’s getting worse with the new 30 day non performing seller rules. Ebay are kidding only themselves with these changes and in times of a global credit crunch, they really are making some amazing decisions.
I listened to an ebay town hall the other day, I doubt I’ll bother again. The major issues really weren’t addressed. I know it’s not good to let the screaming mob into the hall, but Linden Lab, who run Second Life, really do face their customers a lot better than ebay do. Does this mean Linden Lab don’t make decisions to annoy their customers? Heck no, but they face their customers, Linden Lab have balls, ebay are like eunuchs in comparison. Ebay could learn a lot on customer relations from Linden Lab. Until recently I would have said Linden Lab could learn a lot from Ebay on how to support commerce, but ebay’s recent moves mean I can’t even say that anymore.
However, I have found a silver lining for ebay. This comes in the form of Richard Brewer-Hay’s excellent Ebay Ink blog. This is a blog, from the heart of ebay, where customers feel they really are conversing with ebay. This is a blog more in keeping with the kind of rapport that Linden Lab encourage.
Does this mean customers are happy? Heck no, but customers feel engaged. The customers respect Richard Brewer-Hay. They feel they are talking to someone who will listen and that’s important in any customer/supplier relationship.
So far Richard’s blog has avoided a lot of the pitfalls and cat calling that can make a blog ineffective. Most complaints are made in a polite (albeit at times angry) fashion. Richard responds sensibly, customers feel that their voice is being heard, it’s such a huge improvement on everything else I currently see on ebay.
I hope Richard’s blog goes from strength to strength, because in a period where ebay are shooting so many holes in their feet that it’s amazing they can still walk, this is an example of good customer relations, a shining star and most definitely a silver lining on the whole ebay mess at the moment.
The INK Blog has become a joke, and you know it. Richard doesn’t even bother to reply anymore. It’s just the same 20 people posting over and over, and Richard knows it, as he’s pointed out in one of his rare replies.
Well it is in danger of slipping, I agree. I’ve stayed away for a while but it’s still going and offers a better insight than any other online avenue I’ve seen.