Forbes posted a very thoughtful article about lessons learned from Ikea’s recent purchase of TaskRabbit. While I agree with many of their observations, I’d like to add a little color commentary.
Lesson 1 – Adding Value To Customer’s Lives Through Hands-On Help And Education
Forbes:
When you sell someone a product, it is better to actually teach them how to use the product – and get the most value out of it. Ikea can now use TaskRabbit to spend more time with customers in their homes.
West:
Have you ever tried to put together anything from Ikea? I’m not exaggerating when I tell you that it took me half a day to assemble Ikea bunk beds. You either need an engineering degree from MIT or you’re a masochist.
Most of us don’t know how to self-administer a colonoscopy, either. Doesn’t mean I want to invite a gastroenterologist to spend time with me in my home.
Lesson 2 – People Still Need People
Forbes:
Many of us talk about automation – how artificial intelligence will destroy the workforce and humanity — but that’s simply not reality today. There are some jobs that will go away as a result of automation, but not all jobs.
West’s interpretation:
“Alexa, tell me how to assemble an Ikea bunk bed.”
“Would you like to schedule a gastroenterology exam?”
Lesson 3 – Empower Customers To Get Creative Using Their Personal Devices
Forbes:
Many people stay out of Ikea because they simply don’t have the time and energy to manually put furniture together.
Ikea (recently) unveiled an augmented reality app for the iPhone called “Ikea Place.” Customers can create a vision and actually get help building the furniture.
West’s interpretation:
Many people stay out of Ikea because they simply don’t have the time and energy to manually put furniture together.
