The listening hub was considered as a platform for the global company like Ikea, to boost its social engagement and monitoring . It helped Ikea in collecting global conversations about brand from various social platform such as Facebook, tweeter, furnitureforum and ect. It also enables Ikea to filter conversations and conduct sentiment and topic analysis in order to have a better understanding of Ikea’s customers’ needs.
Moreover, it is also quite useful in helping the global company in identifying where its customers tend to make complaint about their service or product on by country, thus the company could pay more focus on where should they interect with their customer and also identify the better method of complaint handling.
Lastly, the collected data and information are also sharing across department in real time, this might be important for different departments in improving their operation or customer service in order to enhance customers’ experience when interact or shopping with Ikea.