IKEA: “Affordable solutions for better living.”. CAT 302 Customer Service Model Group Project August 20, 2008 Kimberly Barnes, Melissa Buck, Sean Beard . Table of Contents . Part I-Ikea: The Company Part II-Ikea: The Service Model Part III-Ikea: Developing the Brand. IKEA. The Company.
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CAT 302 Customer Service Model Group Project
August 20, 2008
Kimberly Barnes, Melissa Buck, Sean Beard
“…to give down-to-earth, straightforward people the opportunity to grow, both as individuals and in their professional roles, so that together we are strongly committed to creating a better everyday life for ourselves and our customers.”
“As you will have noticed, those who work at IKEA are referred to as “co-workers” and not “employees”. This may seem a little odd to begin with, but as most people quickly come to understand, our terminology is symbolic of a special mindset - one which says we all have a contribution to make to the success of the company, and that every single role is important in its own way.”
“Ikea co-workers enjoy many advantages and opportunities from working in such a free and open environment. But all freedoms are counter-balanced with expectations.”
“At IKEA, we don’t just want to fill jobs; we want to partner with people. We want to recruit unique individuals who share our values. Co-workers are not restricted at IKEA; we listen and support each individual to identify his or her needs, ambitions and capabilities.”
Here are a few examples of our shared values:
Human Resources Privacy Officer
IKEA North America Services, LLC
420 Alan Wood Rd.
Conshohocken, PA 19428
The Customer Service Model
IKEA’s business philosophy and how business is done at a very successful organization is best described through the 4 goals of an IKEA Store. They give even greater insight to why customer service is so good at these stores.
Building a brand driven experience for customers
be loyal to the brand.
Important-performance quadrants: balancing important attributes of customer value and brand value to create a desirable in-store experience1
Fig 1-Listen to areas of importance to customer
Fig 2-Focus on areas that are important to customer and brand
1. Lee, S. (2007). IKEA: A branded experience is more important than customer-centricity. Retrieved July 21, 2008, from http://www.customerthink.com/article/ikea_branded_experience_important