IKEA is a multinational group of companies which designs and sells ready-to-assemble Scandinavian furniture. They are the world’s leading furniture retailer, employing 160,000 people across 365 stores in 45 countries.
The Socializers are an agency used by IKEA to help pioneer social change inside of the organisation.
IKEA and The Socializers selected Branchwatch Vizia to set-up ‘The Listening Hub‘ a tool which allows key IKEA stakeholders to view what customers were saying about the brand in a digestible and engaging way.
It allowed IKEA to filter volume across all site and highlighted interesting facts such Americans being more likely to complain than the British via Facebook, with the US having 36.5% of their complaints via Facebook in 2014 (compared to just 5% of complains on Facebook by Brits).
The insight and learning taken from the social media command center within the Listening Hub has allowed IKEA to understand the value and improve their social media. As IKEA have furthered their knowledge about the importance of social media, as the business matures they feel prepared for the next step of the journey.