StubHub Eyeing Operational Changes As Part Of New Corporate Focus
By Eric Fisher, Staff Writer, SportsBusiness Journal
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StubHub Pursuing Changes In Effort To Boost
Customer Service, Focus On Internal Issues |
StubHub is pursuing several changes to its operational policies and site performance in an effort to boost customer service, part of an overall corporate emphasis to focus more on internal issues rather than external industry skirmishes. In a keynote address made last week at Ticket Summit in Las Vegas, company President Chris Tsakalakis said StubHub is developing incentives for individual sellers to improve order fulfillment and display more data on their tickets sooner in the order process, similar to incentives already offered to high-volume commercial sellers who use StubHub. Additionally, StubHub plans to redesign its Web site in order to display more seat data, including enhanced venue maps, and be much more open about fees levied on buyers and sellers. "There are obviously a lot of issues out there in the marketplace. But the big message I tried to impart [at Ticket Summit] is that we don’t really want to focus on the external issues so much,” Tsakalakis said. “The world has obviously changed a lot recently with regard to the secondary market, but whatever is outside is outside. Our focus is really to just provide the best service possible and really be focused on delivering for the fan. A lot of that is helping setting buyer expectations appropriately through the measures we’re undertaking and attempting to be the best e-commerce company we can be.”
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