eBay: The People's Company
BusinessWeek Online - December 3, 2001
eBay's customers tell the world about eBay through word of mouth... In essence, customers are eBay's de facto product-development team, sales and marketing force, merchandising department, and security detail - all rolled into one.
Of course, eBay is a unique company with a unique business model; few companies have millions of online customers to listen and react to. But regardless of the company, the lesson holds that customers are important - vitally important - to respect, to listen to, and to create for. Customer experience work, at its essence, is simply listening to what customers want and making the appropriate changes.
Wednesday, December 19, 2001
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