I have chosen the customer experience dimension and I will use IKEA’s customer service experience to explain why it is an innovation and how it fits this dimension. According to the 12 dimensions of business innovation article by MITSloan, the customer experience dimension considers everything a customer sees, hears, feels, and otherwise experiences while interacting with the company at all moments. To innovate in this dimension, a company needs to rethink the interface between the organization and its customers.
IKEA is a global multinational and commercialized furniture warehouse that has always been closely linked with innovation. IKEA has all along emphasized on customer experiences, not just at individual needs, but also across the whole …show more content…
Parents of families with young kids can benefit from the IKEA supervised play area and ballroom, which is completely free of charge. This play area innovation allows parents to shop in peace, as they simply have to drop the kids off and would not have to worry about them since the area is supervised. On the other hand, if the parents want the kids to help in making furnishing decisions, strollers are provided and readily available at the entrance of the warehouse. This innovation is useful because just by placing strollers at the entrance, it gives kids the option of sitting in the stroller while shopping, which allows them to enjoy a more relaxed shopping time. IKEA also has in-store restaurants and bistros, which serve a taste of Swedish or local cuisines at relatively cheap and affordable prices. Family-friendly offers, such as buy-one-get-one-free frozen yogurt or the kids’ menu, are also available for customers to enjoy. These in-store innovations certainly help to increase IKEA’s family memberships as it serves as a place for customers to take a break from shopping at teatime to enjoy some coffee and cake. Customers can even begin their day with breakfast at these restaurants and bistros before starting their shopping journey at …show more content…
IKEA stores are generally all the same across all countries, and they are like huge home furnishings exhibitions and showrooms. Such familiarity of the stores even in foreign countries makes shopping at any of the IKEA stores very easy and comfortable. Throughout the IKEA store, one would also notice that all of their merchandises are laid out in context, which is very helpful for customers. The reason is that with living rooms, dining rooms, kitchens, home offices all set up in context, customers would be able to find the furniture they are interested in very easily, as they would all be in their respective expected places. For example, if customers were interested in purchasing forks and spoons, they would expect it to be in the kitchen section. Since IKEA places their merchandises in context, customers would easily be able to find forks and spoons when they automatically head to the kitchen section. One last customer experience innovation is that every area and product in the showroom is clearly labeled. There are many maps provided, and also many arrows displayed to guide customers in the direction they should be going. Each exhibition also has a sales desk where staff will be stationed to answer questions or offer customers home furnishing advice.
It is the collaborative effect of all of IKEA’s customer experience innovations that enables IKEA to design and provide for consumers in ways
IKEA is a global multinational and commercialized furniture warehouse that has always been closely linked with innovation. IKEA has all along emphasized on customer experiences, not just at individual needs, but also across the whole …show more content…
Parents of families with young kids can benefit from the IKEA supervised play area and ballroom, which is completely free of charge. This play area innovation allows parents to shop in peace, as they simply have to drop the kids off and would not have to worry about them since the area is supervised. On the other hand, if the parents want the kids to help in making furnishing decisions, strollers are provided and readily available at the entrance of the warehouse. This innovation is useful because just by placing strollers at the entrance, it gives kids the option of sitting in the stroller while shopping, which allows them to enjoy a more relaxed shopping time. IKEA also has in-store restaurants and bistros, which serve a taste of Swedish or local cuisines at relatively cheap and affordable prices. Family-friendly offers, such as buy-one-get-one-free frozen yogurt or the kids’ menu, are also available for customers to enjoy. These in-store innovations certainly help to increase IKEA’s family memberships as it serves as a place for customers to take a break from shopping at teatime to enjoy some coffee and cake. Customers can even begin their day with breakfast at these restaurants and bistros before starting their shopping journey at …show more content…
IKEA stores are generally all the same across all countries, and they are like huge home furnishings exhibitions and showrooms. Such familiarity of the stores even in foreign countries makes shopping at any of the IKEA stores very easy and comfortable. Throughout the IKEA store, one would also notice that all of their merchandises are laid out in context, which is very helpful for customers. The reason is that with living rooms, dining rooms, kitchens, home offices all set up in context, customers would be able to find the furniture they are interested in very easily, as they would all be in their respective expected places. For example, if customers were interested in purchasing forks and spoons, they would expect it to be in the kitchen section. Since IKEA places their merchandises in context, customers would easily be able to find forks and spoons when they automatically head to the kitchen section. One last customer experience innovation is that every area and product in the showroom is clearly labeled. There are many maps provided, and also many arrows displayed to guide customers in the direction they should be going. Each exhibition also has a sales desk where staff will be stationed to answer questions or offer customers home furnishing advice.
It is the collaborative effect of all of IKEA’s customer experience innovations that enables IKEA to design and provide for consumers in ways