Argos Ltd is a British catalogue retailor operates in the UK and Ireland and trades both through physical shop and online with over 758 stores offering over 43,000 products. According to Retail Week, Argos is the UK’s best multichannel retailer, recently named number one in its ‘Top 30 multichannel retailers list’. Argos uses flexibility, speed and technology investment. For Argos it seems that the success has arisen from the heavy investment in store technology such as from moving away from the famous laminated catalogues to now tablet devices.

Argos believe that the digital world isn’t upon us anymore but that we are encompassed within it. Business that are late to moving with the digital trends are going to be left behind. With this mind-set Argos has embarked upon the project of opening 53 new digital stores.

The Challenge

The Challenge for Argos has been to understand what customers what from the company and how to improve what the customers are staying. Argos wants to embrace what the customers are saying but with 123 millions customers this can be a struggle.

The Solution=

Brandwatch analytics provides Argos with a perfect social listening platform. The intelligent analysis is based on a series of rules which helps Argos understand the customers review towards the company. They turn the magic of data into insights. One main resource that Brandwatch can provide is that they can offer up to 50 filters for any company. This can be from specific location, time and gender. Using social insights helps business to understand which stores are performing well for customers and identify areas of improvement.

Competitors

There are several competitors that are similar to Brandwatch that offers similar services.

InMomment- From working on my placement year at Marks and Spencer stores I know that customers service and feedback is key to success of any company. Whilst I was there I saw the transformation from a simple system that Marks and Spencer had used to collaborate and evaluate their data to a system that they brought called In Moment. This was a highly complexed system which meant you could see the time of purchase, the customer comments, any names mentioned in the post, the exact till that they had used and the shop they purchased their items at.

Qualtrics- Qualitrics is a system that you can use to find out more powerful insights across your entire organisation. Qualtrics used advanced data collection, powered analysis and turns insights into actions.

Problems

One of the biggest problems with data analytics is that fact that businesses can either have too much data to analyse which can cause problems for systems or too little data which can create gaps in the analysis and lead business to wrong messages and insights.

There is a shortage of professional who understand the big data analytics. It is important for businesses to have their own data scientists however this can be very costly.

Data quality is a massive problem that business have due to the customers providing not enough substantial information or vague information. This can cause business problems when they are doing their analysis.

 

 

References

Qualtrics (2018) ‘The leading research, survey and experience software’ [Online] https://www.qualtrics.com/uk/ [accessed 1st October 2018]

Retail Week (2017) ‘Argos, John Lewis and Dixons Carphone amoung UK’s top 30 mulitchannel retailers’ [Online] https://www.retail-week.com/technology/data-the-uks-top-30-multichannel-retailers/7025739.article?authent=1 [accessed 1st October 2018]