Driving Customer Satisfaction at eBay: Interview with Sascha Fuhren, Head of Business Excellence
"There’s a revolution brewing within e-commerce,”says Sascha Fuhren, Head of Business Excellence at online auction site eBay. Industry growth is slowing down, he explains, and customer expectations are rapidly evolving: they expect shipping to be fast and cheaper; people want to get what they want and they want to get it now.”
In the interview, Fuhren discusses how these changes are impacting the company’s approach to operational excellence, how it’s making improving customer satisfaction an operational reality, and where the company plans to go next.
In the interview Sascha explains:
- What does operational excellence looks like at eBay
- How eBay is shaking up the definition of what it means to practice operational excellence
- How eBay ensure that they are targeting improvements that really matter to customers
- What processes eBay use to find and create ways to actually get rid of friction in both the customer contact center and on the online customer service side
- Where are eBay planning to go next with their OpEx programme
Download the full interview with Sascha to learn how eBay align customer service alongside financial gain for an insight into how operational excellence develops in young companies.