This information is coming from a Case Study released by Brandwatch.com and how they are leading a ‘high street revolution’.
Summarising that the ‘UK’s leading digital retailer’ known as Argos have a new concept to open 53 digital stores around the UK. Using the words leading social media listening platform, Brandwarch analystics, Argos wants to understand your reaction towards these stores.
The digital age is upon us, and Argos wants a slice of that pie. With a staggering 20 million people around the UK already owning a tablet, it makes sense for them to be targeting that sector.
Instead of walking in a store, and finding catalouges, you will be greeted with an IPad/Tablet to make your purchases.
But how will this affect you?
To find this out, Argos thought that if the customer had something to say they would turn to social media, which they call it the modern day ‘word-of-mouth’.
But with all the customers that come into the store each year, 123 million to be exact, how can they manage the data, compress it and make sense of it and find out exactly how the customer would feel about this change, and quick enough to do something about it..
Using this intelligent software Argos intended to use data such as location, gender, city of origin to work out where the complaint was coming from, and to fix it. Or if Argos is being spoken about in general within the social media platforms, they would know.
Brandwatch use ‘inteligent sentiment analysis’ to create a natural language which Argos can understand. This would allow them to undersatand the person behind the comments and work how they felt, why they felt that way, and from there they can provide tangible solutions instantly.
They can also find out from this data which store is performing the best amd praise staff for their hard work.
They have staff which monitor each section or area within the UK so if a tweet was made it can be filtered into the relavent catergory and can be picked up by a member of staff and then instantly be fed back into the store.
Another benefit that Argos quickly realised is that they can see what parts of the new stores men and women appreciated best, and this would work in their favour allowing them to adapt each indiviual store to the needs to those customers that visit that store! Brilliant!
At the end of the day gaining feeback from your customers is possibly the most important aspect of your business and its imperitive that you get this right, and Argos looks like they are on the right path!
For more information please have a look below:
Source: https://www.brandwatch.com/2015/01/argos-using-social-insights-lead-retail-revolution/