here is my summary of the Ikea case study.

Ikea found alot of inconsistencys in their investment into social media, and found that different departments within the business were using social media more than others. The Business tried to use social media in attempt to show innovative and creative practices which could move the business forward; however, due to the lack of communication between Ikea’ departments and social media, there was little integration of these new ideas.

To counteract this problem, the digital development team implemented a ‘listening hub’ to help them become more socially integrated. This hub enabled Ikea to see what customers were publically saying about their products through social media. Through this hub, Ikea can search for relavent conversations that mentioned ‘customer service’ and other context terms. By using locational services through the listening hub, Ikea are able to speicify where the customers post came from, whether it be from the United Kingdom or United States of America.

From the information gathered through the hub, two leading authors in the customer complaints online, showing to have a strong influence on other customers.

To summarise, the listening hub provides stakeholders real insights into life at home for customers who are talking about Ikea online. The listening hub provides proof that social medea can have benenficial applications and encourage positive change.

Thats all I have time for today folks