WorksheetsWork From Home ( Sales) Day 11/2
Total questions: 10
Worksheet time: 5mins
There are IKEA mandatories applying to the customer experience map. How many the mandatories as described in the IKEA Direction?
3
4
5
6
Customer experiences map is designed map so you can dip into any phase of the journey of customer at any given time. How many stages of the customer experience map?
4
8
10
12
Using the customer experience map, what is is EXPLORING from our customers’ eyes?
This is when we recognise a need
When we start to dream about our options
Deciding on products and services
Assembling, placing and arranging items
Choose the correct about benefit and use uses for the customer experience map.
(Multiple selection)
Establish a basis or starting point for potential developments
Gain insights into how and why people act the way they do when buying something
Identify opportunities for changes and improvements
Learn about customer expectations
What is 3 step guide to help you through the process?
Prepare>Develop>Assess
Prepare>Assess>Develop
Assess>Prepare>Develop
Assess>Develop>Prepare
What is other relevant resources when you’re doing research for prepare valuable input? (Multiple selection)
IKEA Performance through the eyes of the consumer
IKEA Customer Satisfaction Survey store
IKEA Brand Capital
IKEA Critical Forecast Error
What is information we can get from IKEA Brand Capital? (Multiple selection)
Consumer awareness and behaviour
The impression of the IKEA Brand through the eyes of the consumer
The position of the IKEA Brand compared to local competitors
Potential opportunities.
In Insight Creation, what is the last steps to people centred solution?
Research
Analysis
Creative Takes
Ideation
In the topic develop strong ideas into viable solutions. We’ve grouped the development work into these three stages. What are the grouping? (Multiple selection)
Dig deeper
Desirability, feasibility and viability
Gaps are opportunities
Eliminate/Select
Which IKEA store country become example to start using customer experience map to prepare this change process
IKEA German
IKEA Sweden
IKEA Norway
IKEA Denmark
