James Finch, Customer and Digital Insight Manager, at Argos, speaks alongside Sean Smith, Head of Account Management for Brandwatch about the digital high street revolution. Using Brandwatch the retailer monitored the impact of their new digital store with customers.

2. © 2014 Brandwatch | www.brandwatch.com 2
Sean Smith
Head of Account Management
Brandwatch
• Heads up the Account Management team at
Brandwatch, a social media monitoring
company
• Ten years delivering media insight solutions
• Worked with L’Oreal, Unilever and Mintel
James Finch
Customer and Digital Insight Manager
Argos
• 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.

3. Brandwatch /Company Overview
3
137% YOY
Rapidly Growing
Revenue
Twitter
Certified
Product
1000+ Clients
in 15 Markets
94% Customer
Satisfaction
International
Presence
230 Employees
60 Product Developers
7 PhD Staff Members
World Class
Development &
Services Team
Collecting data in
27 Languages
© 2014 Brandwatch.com

4. 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

5. Brandwatch /Getting insights from social data
© 2014 Brandwatch | www.brandwatch.com 5
Measure the
impact of
campaign
activity

6. Brandwatch /Getting insights from social data
6© 2014 Brandwatch | www.brandwatch.com
Isolate the
most important
& relevant
authors

7. Brandwatch /Getting insights from social data
7© 2014 Brandwatch | www.brandwatch.com
Uncover
actionable
insights about
consumers

8. James Finch
Understanding perceptions towards our Digital Stores

9. • 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
• 730+ stores
• The UK’s second most visited retail website
• 19,900 lines in our Spring / Summer catalogue 2013
Who are we?

10. • 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

11. Our Transformation plan

12. • The first of our eight Digital Stores opened in December 2013
• Five stores in London with other locations in Colchester, Dunfermline
and Manchester
The launch of our Digital Stores

13. The launch of our Digital Stores

14. • 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

15. Our customers give us their views

16. • 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 our product range
…and we will be using social analytics to track each of these every
step of the way
Looking ahead

17. © 2014 Brandwatch | www.brandwatch.com 17
Q&A

18. Contact
18
Email contact@brandwatch.com
Web brandwatch.com
Twitter @brandwatch
Telephone
UK: +44 (0)1273 234 290
US: +1 212 229 2240
Germany: +49 (0)711 912 441 59
Fax
UK: +44 (0)1273 234 291
Document Limitation
The 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: 3898053
4th Floor, International House, Queens Road, Brighton, BN1 3XE, United Kingdom
© 2013 Brandwatch | www.brandwatch.com