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How to create a positive
customer experience
for 2 billion visitors
Eva von Haartman
V7.0
Eva von Haartman
Head of Multichannel Services
at IKEA IT
2.900.000
2.900.000 meatballs/day!
The IKEA vision
To create a better
everyday life for
the many people.
OPERATIONS IN 43 MARKETS
2
Billion visits to
IKEA.com
771
Million store visits
NORTH
AMERICA
52 Stores
EUROPE
229 Stores
R...
2014
Cooperation Stability Speed Functionality
Transformation journey 2014-2016
Improved
cooperation
• Together
• Common calendar
• Campaign work flow model
Stability
• End-to-end service models
• End-to-end monitoring
• Customer journey monitoring
Time to market
• Improved test and quality
control
• Agile wow
• Range integration
Improved
functionality
• Improved check out
• More payment possibilities
• Click and collect
• Sales place location
• Rati...
Complete compliance
on KPIs for FY16
2016
Supported and
managed 200+
campaigns FY16
eCom sales growth
with 30% in FY16
Facts & figures2014 2016
Stability
70% 92%
7 days 2 days
95% 99.6%
SLA
No of days IKEA could not sell
(in a year)
IKEA.com...
Togetherness
THANK YOU!
se.linkedin.com/in/evavonhaartman
How to create a positive customer experience for 2 Billion visitors
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How to create a positive customer experience for 2 Billion visitors

Eva von Haartman shared her experiences managing IKEAs global retail web for consumers, and how innovation played a critical part to improve customer satisfaction, end user availability, sales conversions and lowering time to market whilst in parallel seeing the website usage grow from one billion visitors into two billion.

Author - Eva von Haartman

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How to create a positive customer experience for 2 Billion visitors

  1. 1. How to create a positive customer experience for 2 billion visitors Eva von Haartman V7.0
  2. 2. Eva von Haartman Head of Multichannel Services at IKEA IT
  3. 3. 2.900.000
  4. 4. 2.900.000 meatballs/day!
  5. 5. The IKEA vision To create a better everyday life for the many people.
  6. 6. OPERATIONS IN 43 MARKETS 2 Billion visits to IKEA.com 771 Million store visits NORTH AMERICA 52 Stores EUROPE 229 Stores RUSSIA 14 Stores ASIA 27 Stores AUSTRALIA 6 Stores
  7. 7. 2014
  8. 8. Cooperation Stability Speed Functionality Transformation journey 2014-2016
  9. 9. Improved cooperation • Together • Common calendar • Campaign work flow model
  10. 10. Stability • End-to-end service models • End-to-end monitoring • Customer journey monitoring
  11. 11. Time to market • Improved test and quality control • Agile wow • Range integration
  12. 12. Improved functionality • Improved check out • More payment possibilities • Click and collect • Sales place location • Ratings and review
  13. 13. Complete compliance on KPIs for FY16 2016 Supported and managed 200+ campaigns FY16 eCom sales growth with 30% in FY16
  14. 14. Facts & figures2014 2016 Stability 70% 92% 7 days 2 days 95% 99.6% SLA No of days IKEA could not sell (in a year) IKEA.com availability Quality Days - % of days in a month without critical incident 50% 91% Time to market 1 8 50% >95% 0% 93% Releases – per quarter Online Buyable products Globally Automation testing enabling faster and multispeed deliveries Product load lead time from source to IKEA.com 22 days 5 days Improved functionality 20% 59% 9,084 33,711 0.3% 0.44% Mobile traffic increase Buy more in IKEA.COM – orders per day Converting customer to buyers Attracting more customers – visitors1 Bn +2.1 Bn
  15. 15. Togetherness
  16. 16. THANK YOU! se.linkedin.com/in/evavonhaartman

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