It’s been just over a week in the new role and it’s been really good to hear from so many of you. Along with the kind notes of congratulations was plenty of constructive feedback on how to make Etsy better, and I appreciate it. With 800,000+ sellers and 25 million monthly visitors, there’s a lot of feedback to consider. One seller wrote something to me last week that reflected the general sentiment: “We all have desires and agendas, myself included, but mostly I just want to continue to be successful making and selling things.” I hear you loud and clear!
We know every seller wants to… well, sell. You have amazing items in your shops, and you want to find the right homes for them. On our end, we have a few different jobs to do. We have to prepare for the influx of buyers this holiday season, improve search, and deal with issues like resellers. I’ll talk about each of these below.
The best way to make sellers successful is by bringing more buyers to the site, and the holiday season is the perfect time to do that as more people press their noses against the virtual windows of your Etsy shops. There are only four months until peak shopping season and we’re focusing on the holidays earlier than we ever have before. We’ll be talking about this in the coming weeks, and you’ll be hearing more from folks on the various teams at Etsy who will be working together to make this the best holiday season ever for Etsy sellers. (Judging from the Christmas in July Treasury lists that I’m seeing, you’re already thinking about the holidays, too.)
With more buyers coming to the site over the holidays, we know it’s critical that we improve the search experience on Etsy. We want to make those changes well in advance of the holiday season to give you plenty of time to prepare, so we’ve begun communicating what changes you may need to make to your listings. Last week, you heard from Natalie on the Blog and from Frank in the Forums with advice on how to make your listings perform best in search sorted by relevancy. As both Natalie and Frank wrote, we plan to make search sorted by relevancy the default search setting, as our measurements and experiments have proved this is the strongest site experience.
Since we’ve added “sort by relevancy” as a search option, we’ve seen an overall increase in listing views from search, which is exciting. You can see how you are doing as we make changes by checking out your Shop Stats. We’re continuing to make more improvements and will communicate them to you all along. Improving search is a job that is never really done. As Frank said, a great search experience on Etsy also depends on sellers being accurate and descriptive with their titles and tags, so we need your help, too (again, Natalie’s blog post contains great guidance). Thanks in advance!
Aside from bringing more buyers to Etsy, we’re going to be focusing more intently on creating a happy and thriving environment for sellers. Last week, we formed a new Seller Happiness Team internally. This new team will include people from all over the company with a focus on making running your shops on Etsy both delightful and rewarding. We’ll be engaging with the seller community more publicly and more deeply with a unified cross-disciplinary effort from teams across the entire company. The first task of the Seller Happiness Team is determining how we will measure happiness in the seller community so we can set a baseline for how we are doing, and then improve upon it. As I wrote in my last letter to the community: “Etsy is a marketplace, but what makes it special is that it’s more than a place to buy and sell. It’s also a marketplace of personal stories and connections.” Happiness will include making sales, of course, but we also think happiness comes from the unique sense of personal connection in the Etsy marketplace. We’re just kicking off the work of this team, and you’ll be hearing more from me and the members of that team in the coming weeks and months about it.
Finally, I have spent a lot of time in the past week meeting with teams inside Etsy to better understand the reseller problem so we can be more effective in addressing it. Kruti wrote about what we’re doing in early June (see Forums, Blog). As she noted, we’re attacking the problem by hiring knowledgeable staff and building better tools and we’ve made some progress — we’ve reviewed and taken action on more than six times the number of accounts as we did one year ago. We need to make more, though. As the old saying goes, “An ounce of prevention is worth a pound of cure,” so I’ll be focusing more of the company’s energy on understanding and addressing the core issues that lead to resellers being visible on Etsy. We’ll definitely continue to step up enforcement, but we’ll also be doing more work to address the root causes of the problem.
You’ll be hearing from me very regularly here — sometimes as often as once a week — as we get down to work. Thanks again for all of your feedback in my first week in the new role, and I’m looking forward to working with the teams here to make Etsy an even better place for all of you.