What’s your ice cream moment?

Whether it’s the meatballs 🧆 or the ice cream🍦, IKEA puts lot of thought into their customer experience. An immersive customer journey packed with sensory extravaganza.

IKEA understands the psychology of customers – and the ‘peak-end’ rule that people judge experiences largely based on how they were at their peak and at their end.

So IKEA turn around the more painful moments😠 (searching for stock, picking up stock, and check-out) with tasty virtually free ice-cream😁 . And big ROI from returning, happy customers. 💰

Is your customer journey optimised? Do you know what are the key moments to get right? Does it end on a high or not?