CEOWorld: How did IKEA Improve Customer Experience by Going Paperless?
The virtual Ombori Grid infrastructure enables customers to schedule their design consultations and customer service requests via their smartphones.
Historically, IKEA’s design consultation desk has attracted multiple shoppers hoping to secure a few minutes with the often-harried design consultant. Customers clutched their paper tickets, afraid to leave the area and perhaps miss their spot in the queue. As the clock ticked away, customers often grew increasingly frustrated and impatient.