Argos have teamed up with Brand Watch, an analytics based company that provide a social listening platform, permitting clients to filter any social media comments made about them into categories that then get forwarded to the most apropriate departments/store. For example when a customer tweeted @Argos mentioning that the sign above the store in Clapham Junction was mispelled the tweet was filtered automatically to the Clapham team who dealt with the issue almost instantly.
So what does this mean for Argos & consumers?
- Argos can rectify any customer issues more efficiently thanks to the re-direction of consumer generated content on social platforms.
- Useful feedback can be reviewed e.g some customers missed the traditional print catalogues that provided a this encouraged the team to keep a small amount of catalogues behind the counter providing a sense of familiarity.
It’s clear that Argos are wanting to improve their overall customer experience and satisfaction scores by providing a seemingly caring approach, where they listen and act on feedback from customers. With competitors also having social media accounts are Argos at the forefront or just playing catch up?
To be continued…