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This is from the eCommerce Summit in Atlanta June 3-4, 2009. The eBay keynote presentation presented by Todd Lutwak Sr Director, Seller Development offered eBay sellers great insight into the changes and direction eBay is heading. Find out more about eCommerce Merchants at http://www.ecmta.org
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The evolving eBay MarketplacePESA discussion
Todd Lutwak
Sr. Director, Seller Development
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Agenda
• Objective
• Progress
• Plans
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Evolution of the Marketplace
The online marketplaceof choice
• We serve both buyers and sellers
• Buyers, sellers and developers have choices
• We will compete for your business
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Competing to Win the Buyer
Deals worthtalking about
• Selection
• Value
• Trust
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Competing to Win the Seller
Preferredonline channel
• Velocity
• Efficiency
• Predictability
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Competing to Win the Buyer – Selection
Fixed Price Qty Sold from Multi-Qty Listing
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Competing to Win the Buyer – Value
Integrated into
• Search
• Discovery
• Checkout
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Competing to Win the Buyer – Value
Everything has free shipping
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Competing to Win the Buyer – Trust
Paid out more than 3X as much in PowerSeller Discounts in January ’09 vs. July ’08
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Competing to Win the Seller – Velocity
Free Shipping
Detailed item titles and all item specifics
Recent sales for Fixed Price listings
Your DSR scores
• All top 8 items have free shipping
• All top 8 items have accurate and descriptive titles
• Top Fixed Price listings have recent sales
• Top 8 listings have average of 4.8 DSRs
Success Factors
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Competing to Win the Seller – Efficiency
Tabbed interface makes information easier to find
Return Policy
Payment Policy
Shipping Options
Item Condition
Better Photos
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Competing to Win the Seller – Efficiency
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Competing to Win the Seller – Predictability
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Competing to Win the Seller – Predictability
• 2 – 3 major releases per year
• 60 days advance notice for each release
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Some things we are working on…
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Competing to Win the Buyer – Selection
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Competing to Win the Buyer – Value
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First Call Resolution
• Guarantee all transactions on eBay
• Resolve most buyer issues on the first call
• Reduce customer service burden on sellers
the Buyer – Trustthe Seller – Efficiency
Competing to Win
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Competing to Win the Seller – Efficiency
X
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Competing to Win the Seller – Efficiency
• Reducing Unpaid Items
• Automating UPI claims– UPI automatically filed on behalf of seller
– FVF automatically refunded to the seller
– Buyer blocked from leaving feedback
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Icon + Highlight + Border
Marketing
Weighted in Best Match
Filter
the Buyer – Trustthe Seller – Velocity
Competing to Win