Question

Customer Experience

From first point of contact to product purchase, what happens along the customer sales journey? How do people find out about IKEA? What is the user experience on their website? What is it like to use their phone app? What is it like going to the store? Are the staff helpful?

Employee Training

What does IKEA do differently than other furniture stores? Is it product centric or customer centric? How are the behaviors of IKEA sales staff different from other brands? What do they do really well? What do they do that can use some improvement?

Please answer as soon as possible.

Answer 1

The entire potential customer journey can be divided into these phases,

• Awareness (pre sale)
• Consideration (pre sale)
• Purchase
• Retention
• Advocacy

IKEA has nearly 433 stores in 53 countries. The important point by which people are so much attracted is that 'the furniture is cheap but looks good'. People know about IKEA because it jas a strong brand identity and IKEA runs campaigns all the time and they even do their oart to convince customers digitally. And customers are well satisfied with their experience. IKEA believes 'create an experience, not just a product'.

IKEA has introduced IKEA store mobile app designed to enhance the customer's shopping experience. By using the app the customer can get an idea of products before going to the store. The app has been designed in such a way that customers can see how a product will look in their abode.

Going to IKEA store gives a more satisfying experience and the staff there, are also very well trained and they take good care of customers and show them a well classified variety of furniture.

Unlike other stores, IKEA is a one way design. It encourages the customers to purchase product without being confused. Another thing that differs IKEA from other stores is its customer experience and customer service. Every IKEA store has a restaurant serving inexpensive traditional Swedish food.

IKEA is fully customer centric. IKEA always looks for an easy experience for the client and analyse what they would want and then show them the options. They like to empower people to feel good about decorating their homes.

In IKEA, the staff would give you complete information about their products and unlike other stores, here you don't feel forced to purchase the product. You buy only if you really like it. But if looking for improvements, the delivery services of IKEA can be improved. And also the staff can stay more aware about the technicalities of the products.

But overall IKEA is loved by people and they and fully satisfied with the product designs and quality.