As technology continues to redefine the shopping experience, consumer expectations continue to rise– demanding even better service and the ability to shop wherever and however they wish. Delivering great customer service is vital to success in today’s retail environment. Global online marketplace eBay said Tuesday it was introducing new performance standards designed to drive business growth for sellers and increase customer satisfaction, as well as create a more trusted shopping experience in line with today’s evolving retail standards.
Extensive research around key drivers of consumer purchase behavior was conducted to inform the performance standard updates. The changes are designed to help sellers meet and exceed these new commerce standards by focusing on what matters most to consumers, so they can shop with confidence when they visit the eBay Marketplace. The new standards set the bar high for all sellers to deliver services that increase buyer satisfaction and customer loyalty, and ultimately increase their sales. The company will also be updating its hassle-free return policy to make returns even easier, while introducing an extended holiday return option later this year for added convenience.
The goals of the changes, as always, are to help buyers connect with the things they need and love while helping sellers of all sizes grow their businesses by meeting rising consumer demands. Because sellers who deliver experiences consumers love are rewarded with repeat visits and increased sales.
“Our world is changing at an incredible pace driven by technology and fast-rising consumer expectations. Today’s shoppers want to be inspired and engaged,” said Michael Jones, Vice President, eBay North America. “Customers expect to shop and buy wherever they are, and at eBay, we’re fully committed to helping sellers meet these rising expectations and reap those rewards.”
Introducing innovative, customer-driven experiences has become a commonplace practice for eBay. Over the past year alone, the online marketplace has launched Collections, helping connect millions to the things they need and love, and expanded the eBay mobile app and Global Shipping Program.