Case Study: IKEA resolves recall crisis within 18 hours with ICUC

IKEA - Customer Case Study

IKEA USA faced a major reputation and safety challenge after recalling 28 million dressers, with their Facebook and Twitter pages flooded by customer questions and concerns. They engaged ICUC (icuc•social) for immediate social media crisis guidance and management.

ICUC monitored and managed IKEA’s social channels, responding to inquiries and coordinating online crisis communications; as a result ICUC managed 100% of the crisis within 18 hours of first contact, quickly restoring control of the conversation and addressing customer concerns.

IKEA