Download - Social Insights: The high street revolution
2© 2014 Brandwatch | www.brandwatch.com
Katie BeltonAccount ManagementBrandwatch
• Works in the Account Management team at Brandwatch, a social media monitoring company
• Manages the accounts of our larger clients who use Brandwatch to monitor and interpret online conversations around their brands, competitors and industry
James FinchCustomer and Digital Insight ManagerArgos
• Works for Argos, the UK’s leading digital retailer
• Manages the company’s social analytics project to identify and share real time, actionable customer insight
• Three years working within the B2B sector in a number of Digital Marketing and CRM roles.
Brandwatch /Company Overview
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137% YOYRapidly Growing
Revenue
Twitter Certified Product
1000+ Clientsin 15 Markets
94% CustomerSatisfaction
InternationalPresence
230 Employees60 Product Developers7 PhD Staff Members
World ClassDevelopment &Services Team
Collecting data in27 Languages
© 2014 Brandwatch.com
Brandwatch /Social Analytics Platform
© 2014 Brandwatch | www.brandwatch.com 4
• Crawl 70M+ sites including key social networks
• 27 languages
• Powerful search operators
• 20Bn + indexed URLs
• Years of historical data
• Automated topic & sentiment analysis in all 27 languages
• Automate common tasks including alerts
• Advanced analytics modules
• Automatic categorisation with rules
• Custom dashboards
• Reporting & alerts
• Action insight via integrations
Crawl Store & Index Analyze Engage
(users)Present
Social Insights at ArgosUnderstanding perceptions towards our Digital Stores
• High street retailer in UK and Republic of Ireland
• Formed in 1973 from the Green Shield Stamps initiative
• £3.9bn sales in 2013
• 96% of people in the UK live within 10 miles of a store
• 740+ stores
• The UK’s second most visited retail website
• 19,900 lines in our Spring / Summer catalogue 2013
Who are we?
• Naturally, we cover the basics:- Share of Voice against competitors- Sentiment- Understanding our author base
• Pre / Post campaign analysis
• Understanding the customer journey
• Competitor reporting
• PR management
• Product launches
How we use social analytics
Our Transformation plan
• The first of our Digital Stores opened in December 2013• 23 stores like this now open across the UK – from Clapham to
Colchester and Liverpool to Dunfermline
The launch of our Digital Stores
The launch of our Digital Stores
The launch of our Homebase Concessions
• Nine concession stores currently operating in Homebase stores around the country
• At a topline level, our customers have embraced the new format
• Men have shown higher levels of positivity towards the change
• The impact of the Digitally savvy Londoner
• Our customers love the personal touch
• The pencils, paper slips and catalogues are missed by some
• Ongoing source of customer research (and it costs nothing!)
What social analytics has told us about the stores
Actionable insights that cross the online / offline divide
“@Argos_Online thank you so much for listening!!! I shall definitely be coming into the store. #greatcustomerservice #onehappybunny”
What else do our customers tell us?
• Further rollout of our Digital Store format
• ‘An Argos within a Homebase’
• Expansion of our eBay Click and Collect initiative
• Rollout of our Hub and Spoke distribution model
• Extension of our product range
…and we will be using social analytics to track each of these every step of the way
Looking ahead
16© 2014 Brandwatch | www.brandwatch.com
Q&A
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Contact
Email [email protected]
Web brandwatch.com
Twitter @brandwatch
Telephone UK: +44 (0)1273 234 290US: +1 212 229 2240Germany: +49 (0)711 912 441 59
Fax UK: +44 (0)1273 234 291
Document LimitationThe information given in this document has been checked for accuracy and completeness however Brandwatch shall not be liable for any errors or omissions.
Brandwatch is a trading name of Runtime Collective Limited. Registered in England & Wales: 38980534th Floor, International House, Queens Road, Brighton, BN1 3XE, United Kingdom
© 2013 Brandwatch | www.brandwatch.com
