From Product Design to Customer Care: IKEA’s Blueprint for Success

Abstract

The report aims to introduce IKEA’s customer service and investigate its background and strategic objectives. As a national retail giant, IKEA recognizes that home furnishing is not only a place to live, but also provides products, services and shopping experience by understanding consumer needs. The research topics include IKEA’s customer service system, service strategy, system standards, customer feedback collection and use, etc. Collect information by publishing questionnaires, contacting the customer service team, and the official website, etc. The results include the development of IKEA and customer service strategy of IKEA, analyze its advantages, such as customer-centered and high-cost performance, and also point out the shortcomings of products that need to be self-assembled and crowded stores, and give corresponding suggestions. The conclusion shows that IKEA focuses on consumer feelings and provides a variety of services. The survey shows that most consumers are satisfied with their services and products. In the future, IKEA should provide paid assembly services, optimize the checkout process, and provide personalized recommendations with big data to better meet customer needs.