Question

Answer the question below:

- What can IKEA benefit from, from utilizing a Social Media Customer Care Strategy? What are the tips that you would give IKEA to implement onto their Social Media Care Strategy? Why is it that more companies today are implementing a Social Media Care Strategy?

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Answer 1

IKEA is a global behemoth in furnishing operating across multiple nations. Thus, IKEA manages multiple facebook pages/twitter handles for their individual operating regions. IKEA monitors posts by consumers about their products, what customers are looking to purchase, what the general feedback, any social media trend going on etc., and engages accordingly. For example, during the horsemeat scandal, IKEA proactively communicated its message on how their products are USDA approved and contains only beef and pork meat. IKEA maintains same twitter feed for both product queries, complaints as well as users who are thinking of purchasing a product or visiting a store.

Some of the changes IKEA can do to its social media care strategy will be to integrate all data into single system so that when interacting with customer online, not just social media information, but information from their own systems (past purchases etc.) can be used in engaging with the consumer. Also there needs to be more involvement of the local stores in this journey and the social care cannot be only run centrally. Through this IKEA can engage, help and support consumers in the entire acquisition journey and provide best possible services to the consumers.

With the explosion of usage of internet, broadband and then adoption of social media tools, it has become imperative for companies to have well defined social media strategy. Social media care strategy is part of overall social media strategy, covering how to engage, listen and respond to customers opinions and feedback (positive or negative). Social media has brought unimaginable amount of empowerment to consumers, and along with it growing set of expectations on getting quality response quickly. This engagement not just concerns with that individual customers, but since it is shared on social media, which has thousands of users on its portal, stakes are very high for any company. Social media care is very important and it can help business to shape the future of their customer care.