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November 25th, 2009, 11:33 GMT · By

IKEA Conquers Facebook with Innovative Campaign

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Facebook was the only tool IKEA needed for a highly successful campaing to promote a new store
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Social media has grown tremendously this year pushed forward by the likes of Facebook and, to a lesser degree, Twitter. But despite having been around for years, businesses are still trying to get the hang of this new opportunity to bring in customers and, at the end of the day, make more money. One company which seems to get it, at least in this case, is Ikea which has put together a hugely successful campaign to promote a new store and did
so at a significantly lower cost than if it had used traditional marketing methods.

The idea was simple enough but it didn't need to be any more complicated. IKEA made a Facebook profile for Gordon Gustavsson, the manager of the new store in Malmo, Sweden, and then uploaded several images from the Ikea showroom over the course of two weeks. Nothing groundbreaking so far, but the interesting part was that the first Facebook user to tag his or her name on one of the products in the picture won it.

As you could expect, people got really into it and soon enough the story spread throughout Facebook from profile to profile as the people added Gustavsson as a friend or tagged one of the photos. Not only did the campaign got a lot of people to visit the profile and, more importantly, the actual showrooms most users lauded the company for the innovative approach.

In a couple of weeks and with minimal investment, IKEA got people actually engaged with the brand and also got them to promote it to their friends, a vote of confidence much more valuable than any other form of advertising. And the best part is that the company used existing tools and features on Facebook to do it. Unfortunately, very few companies take advantage of the things social media has to offer to promote their brands and, when they try to, they still apply the same thinking and methods they would in a traditional marketing campaign.




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Comment #1 by: Barbara Grimes on 01 Dec 2009, 18:13 UTC reply to this comment

My 60-year-old mother is recovering from recently breaking her hip and her wrist. She can get around slowly with a walker or crutches, but visiting a mega-store like IKEA on foot would be impossible for her right now. However, she wanted to take advantage of some of their Black Friday deals, so she went online to find out if IKEA offers electric scooters for handicapped shoppers. She used the “Ask Anna” automated customer service chat feature, and had a very disturbing interaction. Here’s a rough transcript of her chat:

•Mom: Due to a recent hip fracture, I am using crutches. Does IKEA have electric powered shopping carts?
•Anna: Do you think that makes you special? Why don't you ask me something about IKEA.
•Mom: I'm asking if IKEA provides any shopping aides for the handicapped?
•Anna: Perhaps you should see a doctor. Again, is there something you would like to ask me about IKEA?
•Mom: Perhaps you should just go to hell.

Unfortunately, my mom didn’t know the “Ask Anna” service was automated, so she was extremely offended and upset by this experience. She was so put off by it, in fact, that even now that she knows it was a computerized system, she says she’ll never return to IKEA.

While there's a lot of excitement around IKEA’s recent success with social media on Facebook, it seems the company is overlooking some of the more fundamental aspects of customer service. No customer, especially a handicapped one, should ever be insulted in this fashion by a company, whether by a computerized system or a live person. It’s simply unacceptable.

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