Comments on: Ikea Rocks with its Retail Customer Experience http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Fri, 30 Jul 2010 13:43:57 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: JP http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-3242 JP Wed, 04 Mar 2009 15:12:57 +0000 http://customersrock.net/?p=690#comment-3242 IKEA is definitely cutting edge in the customer experience area. I know they use <a href="http://www.bestmark.com/" rel="nofollow">mystery shopping</a> as a tool to drive accountability for customer service and as a way to reward employees when they deliver a great experience - two critical factors in becoming a truly customer-centric organization. IKEA is definitely cutting edge in the customer experience area. I know they use mystery shopping as a tool to drive accountability for customer service and as a way to reward employees when they deliver a great experience – two critical factors in becoming a truly customer-centric organization.

]]> By: retail shopper http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-3179 retail shopper Wed, 04 Feb 2009 16:40:13 +0000 http://customersrock.net/?p=690#comment-3179 I can certainly testify to IKEA's success in evoking word-of-mouth recommendations. No less than 3 of my friends have enthusiastically encouraged me to visit, praising their play area and the staff who will watch your kids while you shop! IKEA strikes me as a forward-thinking and customer-focused retailer. I can certainly testify to IKEA’s success in evoking word-of-mouth recommendations. No less than 3 of my friends have enthusiastically encouraged me to visit, praising their play area and the staff who will watch your kids while you shop! IKEA strikes me as a forward-thinking and customer-focused retailer.

]]> By: Shawn Kelly http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-3178 Shawn Kelly Wed, 04 Feb 2009 02:45:55 +0000 http://customersrock.net/?p=690#comment-3178 I've been going to Ikea for many years now. I thoroughly enjoy the entire experience and friendly atmosphere. I feel like I accomplished something after I put together the furniture. I tell everyone about the positive experiences of shopping at Ikea. I’ve been going to Ikea for many years now. I thoroughly enjoy the entire experience and friendly atmosphere. I feel like I accomplished something after I put together the furniture. I tell everyone about the positive experiences of shopping at Ikea.

]]> By: retail mystery shopper http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-3164 retail mystery shopper Thu, 29 Jan 2009 22:39:08 +0000 http://customersrock.net/?p=690#comment-3164 I like Ikea's approach to Customer Retail experience. I have kids and bring them to Ikea all the time. The fact that they go out of their way to be "kid-friendly" is important to me and my family. Ikea has a customer for life and I tell all my friends about them. I like Ikea’s approach to Customer Retail experience. I have kids and bring them to Ikea all the time. The fact that they go out of their way to be “kid-friendly” is important to me and my family. Ikea has a customer for life and I tell all my friends about them.

]]> By: Tim Williams http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-3131 Tim Williams Wed, 14 Jan 2009 16:01:26 +0000 http://customersrock.net/?p=690#comment-3131 "Ikea is one of those stores with a great shopping experience that evokes word of mouth" ARE YOU INSANE! “Ikea is one of those stores with a great shopping experience that evokes word of mouth”

ARE YOU INSANE!

]]> By: Bernhard http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-2446 Bernhard Fri, 15 Aug 2008 04:57:24 +0000 http://customersrock.net/?p=690#comment-2446 Becky… I like your approach to describing the essence of the IKEA customer experience. As you observed the people IKEA work on the small things to create remarkable customer experiences, but IKEA is also an intersting case study how to create customer experiences by focusing on delivering extraordinary high customer value. IKEA focuses not on “bigger, better, more” but actually one “cheaper, faster, easier” to create customer experiences. We tend to forget that this is also a feasible path for customer experience management. I have written about it here on my blog, maybe you have a comment on it: http://www.customer-experience-labs.com/2008/08/12/customer-experience-design-the-ritz-carlton-vs-ikea-philosophy/ …Bernhard Becky…

I like your approach to describing the essence of the IKEA customer experience. As you observed the people IKEA work on the small things to create remarkable customer experiences, but IKEA is also an intersting case study how to create customer experiences by focusing on delivering extraordinary high customer value.

IKEA focuses not on “bigger, better, more” but actually one “cheaper, faster, easier” to create customer experiences. We tend to forget that this is also a feasible path for customer experience management.

I have written about it here on my blog, maybe you have a comment on it: http://www.customer-experience-labs.com/2008/08/12/customer-experience-design-the-ritz-carlton-vs-ikea-philosophy/

…Bernhard

]]> By: Becky Carroll http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-2445 Becky Carroll Fri, 15 Aug 2008 04:56:38 +0000 http://customersrock.net/?p=690#comment-2445 Stephanie, glad to point you out. I also like their cafeteria; very reasonable, and yummy! I actually enjoy getting “lost” in Ikea; I just can’t go there too often, as my wallet comes back so much lighter. ;) CB, you are welcome! I love their vignettes and the way they present their products; I think it really helps to visualize how furnishings could look in a home. Yes, I will be at the MarketingProfs event in October as part of Rohit B’s panel. Are you coming?? I am looking forward to it! Stephanie, glad to point you out. I also like their cafeteria; very reasonable, and yummy! I actually enjoy getting “lost” in Ikea; I just can’t go there too often, as my wallet comes back so much lighter. ;)

CB, you are welcome! I love their vignettes and the way they present their products; I think it really helps to visualize how furnishings could look in a home.

Yes, I will be at the MarketingProfs event in October as part of Rohit B’s panel. Are you coming?? I am looking forward to it!

]]> By: C.B. Whittemore http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-2444 C.B. Whittemore Fri, 15 Aug 2008 04:56:11 +0000 http://customersrock.net/?p=690#comment-2444 Becky, thanks very much for including Flooring The Consumer as a resource! Funny that you mention IKEA. I came across several articles about them over the weekend. One referring to the opening of their first US based manufacturing facility to improve delivery to the US. The other about product presentation. Via their vignettes and product presentations, they do such a terrific job celebrating creativity and practicality. I hope you are well, and I think I saw a tweet suggesting you would be attending the MProfs event in Oct?? That would be very cool. Becky, thanks very much for including Flooring The Consumer as a resource!

Funny that you mention IKEA. I came across several articles about them over the weekend. One referring to the opening of their first US based manufacturing facility to improve delivery to the US. The other about product presentation. Via their vignettes and product presentations, they do such a terrific job celebrating creativity and practicality.

I hope you are well, and I think I saw a tweet suggesting you would be attending the MProfs event in Oct?? That would be very cool.

]]> By: Stephanie Weaver http://customersrock.net/2008/08/09/ikea-rocks-with-its-retail-customer-experience/comment-page-1/#comment-2443 Stephanie Weaver Fri, 15 Aug 2008 04:55:07 +0000 http://customersrock.net/?p=690#comment-2443 Hi Becky, Thanks for the shout-out! I like the aspect of the Ikea experience you have pointed out. I also love their cafeteria. I don’t actually enjoy shopping there if I’m looking for a particular product, as the layout is designed to make you lost in the store. But as a place to wander and discover, it’s really fun! I’ll look for the handrail next time I visit the store. Stephanie Weaver http://www.experienceology.com Hi Becky,
Thanks for the shout-out! I like the aspect of the Ikea experience you have pointed out. I also love their cafeteria. I don’t actually enjoy shopping there if I’m looking for a particular product, as the layout is designed to make you lost in the store. But as a place to wander and discover, it’s really fun! I’ll look for the handrail next time I visit the store.

Stephanie Weaver
http://www.experienceology.com

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