Home Resources Case study Giving eBay the human touch to compete with Amazon

Giving eBay the human touch to compete with Amazon

Tools used
  • Customizable surveys
  • Digital interviewing
  • Data analytics
  • Personalized dashboards

We gave eBay a way of combining hard data with face-to-face discussions. So they could relate better to the real people behind their sellers, bidders and buyers.

The challenge

How do you compete with the might of Amazon as a massive online market place?

eBay knew customer experience was the key, but their data was missing an extra dimension. They didn’t just want to rely on facts and figures. They wanted to see their customers’ emotions, passions, frustrations and, of course, faces. This would give the true insights into what it’s like to be an eBay customer. 

“In most presentations, you’re forced to help bring to life the voice of the customer through text and pictures but with this new approach, you can bring the customer into the room with you to tell their story.”

Sam Harami
Director of Global Customer Loyalty, eBay

Our solution

Giving the customer a true voice (and a face too)

We gave eBay the platform to take their customer surveys a step further. They started by creating a feedback form from one of our many customizable templates. This brought in compelling data, which eBay used to come up with some hypotheses about how their service was performing – and how it compared to Amazon. They then ran remote digital interviews with some carefully selected participants. They recorded not only their answers, but also their facial expressions and body language. They got to dive deeper into specific questions and topics. They literally listened to the voice of the customer. 

The results

From datapoints to storytellers 

eBay no longer had to look for vague trends in reams of data. They could now put customers onscreen to tell those stories – and use the data to confirm these stories representative of broader trends. eBay built a stronger connection with their customers. They better understood where they were excelling and where they were falling short. They added numerous new research tools to their repertoire. And they got a sneak peek into the frustrations that can turn Amazon browsers into eBay buyers. 

More customer stories

Case study

Less time crunching, more time for consulting

Less time crunching, more time for consulting  Tools used Survey design Data analytics Data visualizations  BMG Research wanted to move away from intensive manual market research processes and focus on value add. They needed a platform to automate the reporting.  The challenge Embracing rapid turnaround and faster delivery time To grow its business and enhance […]

Read more
Less time crunching, more time for consulting
Case study

Closer to customers. Ahead of competitors.

Closer to customers. Ahead of competitors.  Tools used Multi-mode survey design   Real time touch-point level reporting  Issue resolution alerts  Expert feedback consultation  For AIG, getting an edge on competitors meant bridging the gap between company and customer. With Forsta in its corner, the insurance giant built a vast, powerful program that listened to  customers, and fueled the business with their feedback. The challenge One step removed […]

Read more
Closer to customers. Ahead of competitors.
Case study

Getting the balance right for KS&R

Getting the balance right  for KS&R  Tools used Surveys design  Data visualizations  Live video  Digital interviews  Text analytics  How we helped market research firm KS&R balance keeping their tailor-made approach to research with saving their people time.   The challenge Creating custom-made research despite market pressures  Making sure their research is custom-made for clients is at the heart of KS&R’s strategy. But around them, […]

Read more
Getting the balance right for KS&R

Learn more about our industry leading platform

FORSTA NEWSLETTER

Get industry insights that matter,
delivered direct to your inbox

We collect this information to send you free content, offers, and product updates. Visit our recently updated privacy policy for details on how we protect and manage your submitted data.