The Merriam-Webster dictionary defines customer as “one that purchases a commodity or service“.

The upcoming changes eBay announced on Tuesday, along with changes implemented during the last few months, make it clear that eBay has never owned a dictionary.

Increasingly, eBay is operating under the delusion that the people who come to eBay to make purchases (buyers) are their customers. Nothing could be further from the truth. Since eBay’s inception, no buyer has ever spent a penny purchasing a commodity or service from eBay.

eBay’s revenue is generated entirely by sellers who purchase services from them. Sellers are eBay’s customers. If eBay sustain their growth and increase profits, they need to understand that and focus on creating an environment in which ethical sellers can thrive and continue to grow.

Photograph by Larry Page.

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