Ebay Looks Toward Transformation, Enhanced Brand Loyalty

Imagine Experience CEO Bill McCoy told Loyalty360 in July that eBay, the world’s largest online marketplace, “that really stands out from its competition by going the extra mile for its customers.” 

CEO of eBay Devin Wenig is excited about living up to that mantra as the company continues its journey toward transformation and enhanced brand loyalty.

“We’re pleased that the business is responding well to our efforts so far and that we've achieved a new level of growth,” he said during the company’s third-quarter earnings call. “However, there’s still a lot of work ahead of us and we recognize that making significant product changes can have a big impact on our ecosystem. We’ve been moving as fast as possible, while also ensuring we don’t create disruption. We don't expect growth to always be linear as we continue to favor decisions to drive long-term success even when that pressure short-term results.”

Ebay continues to focus on attracting and retaining sellers and brands that bring differentiated inventory, which helps drive selection and value for its consumers, Wenig noted.

“We’re welcoming new brands to eBay at an accelerating pace as these brands look to our platform to help them adapt to a changing retail environment,” Wenig said. “Additionally, we’re off to a great start with our recently announced partnership with Spring, a high-end fashion marketplace, enabling hundreds of new fashion brands to leverage the power of our platform. Finally, we expanded our price match guarantee program to our key international markets, ensuring our consumers always have access to the best deals at the best prices.”

AI is a major theme at eBay.

“We’re leveraging our product catalog and AI across many of our product enhancements to simplify and modernize the eBay experience,” Wenig explained. “AI is powering the future of commerce and we’ve made significant progress over the past several years to position eBay as an AI-driven commerce platform. We’re now activating AI at scale through our personalization efforts, our image search technology, our customer support effort and, of course, through structured data among numerous other areas.”

During the third quarter eBay tested a new way of searching on eBay known as group listings.

“For the first time in our history, users are able to organize their search results by product instead of by listing at the click of a button,” Wenig explained. “Visual search and Find It On eBay both enable users to leverage their mobile device to search by an image. And we’re about to launch eBay guarantee delivery, enabling easier access to over 20 million items in the U.S. that will arrive in three business days or less and with options to filter search results for two and one-day shipping speed. As we launch and scale new experiences built on a foundation of structured data, the share of traffic landing on structured data enabled pages is increasing, exiting Q3 at 12 percent. We’re driving improvements to deliver the most powerful selling platform. We're enabling more sellers to leverage promoted listings to drive traffic to those listings.”

Recent Content

Membership and Pricing

Videos and podcasts

Membership and Pricing