July 18th, 2014 By Caspar Mason
I’m all for innovation in marketing, but IKEA might be taking it a bit far: they seem to be running the world’s first customer disloyalty campaign. They’ve threatened legal action against their most active brand fans and customer champions, in the form of IKEAHackers.net and IKEAFANS.com, in large part for using the IKEA name and marque (in the course of celebrating and praising the brand).
It’s not like those sites have only just come to light. In fact, IKEA and IKEAFANS have been working together since 2007. In return for advance product info and exclusive access/interviews, IKEAFANS provided customer feedback and data. Oh, and created and managed a massive community of IKEA fans out of sheer passion and enthusiasm. IKEAHackers, in case you don’t know, is a wonderful, crowd-sourced compendium of ingenious hacks for IKEA furniture, giving entirely new uses and personality to the BILLYs, EXPEDITs and RIBBAs of this world.
Taking legal action against one of your biggest and most popular fan sites is an error. Going after two? That points to a deeper problem. And it’s that, as we’ve said before, IKEA need to learn that you can’t have complete control over how people act online. IKEA launched Share Space in 2011, which takes the walled garden approach: use our products to be creative, in the way that we want you to, in the manner we decide. And that’s not how the online world is. Which probably explains why, in June 2014, (according to Alexa) Share Space was getting 2,200 daily visits, compared to 44,000 for IKEAFANS and 110,000 for IKEAHackers. Of course, all of those are dwarfed by IKEA.com‘s staggering 5.2m visits per day, which makes you wonder why they’re bothering. Not least because the traffic on the two fan sites represents the most ardent, vocal, connected fans they have…so the backlash was inevitable and the subsequent backtrack over IKEAHackers was not a big shock.
What this really shows is something we’ve said for a while now: your brand is what you do, not what you say. You can make as many lovely, emotional stories about customers using your products as you like, you can give away all the free pencils in existence…but it gets cancelled out when you attack your biggest fans for short-term gain. If your words, actions and touch-points aren’t aligned, you’re in trouble.
So the less-than-radical takeout from this episode is this: if someone is celebrating your brand, if they’re building your community, encouraging participation and enabling new ways of using your products…maybe don’t try to stop them. You heard it here first.