How IKEA evolved its consumer experience by integrating online and offline

IKEA has developed one seamless experience, integrating online and offline in a multitude of services to ensure people spend their time in the best way before, during, and after their visit to the store. Stores have always been at the centre of IKEA’s differentiation, value proposition and customer experience. In its stores people can imagine what their home interiors could look like, discover new possibilities and plan to make them happen. Because of this essential role, IKEA doesn’t treat ecommerce as a simple alternative sales channel.

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