October 09, 2009

IKEA Execs Discuss Launch Of US Loyalty, Use Of Mobile Medium

Interview with IKEA execs on how they see mobile apps getting integrated with their business & customers.

Well known for its innovative approach customer relationship management, home furnishings retailer IKEA has been giving customers all over the world something to talk about. Focused on providing consumers with the ultimate in function, design and price, Founder Ingvar Kamprad believed in saving in every way possible--except on ideas and quality. Store traffic has steadily increased, with nearly 650 million visitors in 2008 alone.

Largely attributed to the company's commitment to customer service, IKEA continues on inspiration and innovation. Retail TouchPoints recently caught up with IKEA US execs Tracey Kelly (Communications Manager) and Marty McGuire (Direct Marketing Manager) to discuss the company's approach to loyalty and the upcoming holiday shopping season, as well as new plans to tap into the new media goldmine that is, the mobile phone.

Retail TouchPoints: IKEA has established itself as a prominent player in the furniture industry with strong brand power and a commitment to customer service. What are some the fundamentals of IKEA's business model?

Tracey Kelly: IKEA's business idea is to offer a wide range of well designed, functional home furnishings products at prices so low that as many people as possible will be able to afford them. For more than 60 years IKEA has been learning about everyday life at home for people all over the world. We use that knowledge and experience to offer solutions that meet our customer's needs. We believe that although people may live on a limited budget, they still want to create a beautiful and functional home. IKEA stores sell everything to furnish the home under one roof. The room settings in our stores show the range in an inspiring way that offers customers ideas and smart solutions for their homes. Most IKEA furniture is available to take home today so that customers can begin to enjoy their purchase immediately.

Rest of Article

Posted by staff at October 9, 2009 11:13 AM