Social Insights: The High Street Revolution

2© 2014 Brandwatch | www.brandwatch.com

Sean SmithHead of Account ManagementBrandwatch

• 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 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

Brandwatch /Getting insights from social data

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Measure the impact of campaign

activity



Isolate the most important

& relevant authors



Uncover actionable

insights about consumers

James Finch

Understanding 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

• 730+ 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 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

The launch of our Digital Stores

• 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

Our customers give us their views

• 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


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

Social Insights: The High Street Revolution

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