Sunday, 25th February 2018

Lessons Learned from eBay

Posted on 09. Mar, 2012 by in Blogs

This week’s CEO Briefing highlights 8 lessons learned by eBay’s CEO, John Donahoe. You’ve heard most of them before including, “Enduring companies have a strong corporate culture and values.” The lesson that really stood apart from the rest: “Winning is important, but how you win is equally as important.”

Dig a little deeper and you’ll discover that Donahoe has serious courage. He did a turnaround while eBay still delivered strong financial results. Yet, key indicators were trending down because the company had not stepped up to meet significant new demands in the marketplace. eBay would not be the powerhouse we know today without Donahoe’s intervention.

Along the way, Donahoe introduced an interesting core metric called the Net Promoter Score (NPS)*. The company uses a scale of 1 – 10 to measure customer satisfaction. A score of 8 or higher identifies a promoter; 5 or less marks a detractor. Here’s the kicker. eBay ties 10% of senior management’s compensation to NPS improvements.

To take a closer look at how Donahoe turned eBay around, please read the story on ChiefExecutive.

*The idea for NPS originally came from Bain & Company consultant, Fred Reichheld.

Post By Marcia Moran (314 Posts)

Marcia Moran

Marcia Moran

Marcia Moran helps organizations reimagine what’s possible and provides the framework for clients to achieve stellar, long-term results.

As a Performance Architect, Marcia uses the principles discovered through neuroleadership and positive psychology to deliberately design the employee experience and corporate culture. Blended with pragmatic systems design, these elements free people to play to their strengths while reducing strife in the workplace. As a result, people can push beyond their known limits as individuals, as teams, and as companies.

Marcia is also the Vice President of Marketing for Intelishift, a colocation company with operations in Ashburn, VA and Silicon Valley. Prior to moving to the Metro DC area, she worked as a business consultant for Up ‘N Running and advised startups and small businesses in the areas of management, operations, and marketing.

Marcia earned an MBA from Chapman University. She loves to travel, speaks Norwegian, and unwinds by kayaking and painting landscapes. Marcia recently co-founded Positive Business DC with Shannon Polly and Donna Hemmert. Positive Business DC provides resources to help people increase the levels of well-being in the workplace and at home.

Website: → Performance Architect


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