In a recent and very interesting Ikea and The Socializers Case Study I gathered the following information on how they developed the customer service through social media.
Ikea , a multinational group of companies that designs and sells ready-to-assemble furniture was facing some issues on catching up with the digital world. The Socializers, a digital marketing agency, was selected by the Digital Development team at Inter IKEA Systems to help pioneer social change inside the organization with the main goal of establish social media as a key channel across regions, departments and applications in a collaborative and intelligent way.
Together The Socializers and IKEA created a Listening Hub which was crucial in taking the first steps to becoming a socially intelligent business.
The work that the Digital Development team and The Socializers undertook in establishing a Listening Hub ultimately helped prove to the organization that social data can have myriad beneficial applications and encouraged positive change across the enterprise.
According to Hans Gartner (Digital Development Inter IKEA Systems B.V.) the information is being shared and directed to the appropriate departments for action, and a tangible culture of wisdom and experience sharing is emerging.
At the moment Ikea is facing challenges around techniques for efficiently distributing information and providing central governance, but with Gartner and the Digital Development team, they are well prepared for the next step.
Key takeaways for IKEA:
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By selecting a highly customizable platform, the team was able to build a social media command center within the Listening Hub to create a very real space for detecting, sharing and distributing insights across the organization.
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Proved that social data can have myriad beneficial applications and encouraged positive change across the enterprise.
- Achieved senior management buy-in for further investment and implementation of social technologies and processes
See full case study here