1. Using Brandwatch for Social InsightsUnderstanding perceptions towards new concepts

2. Who we are now? Sales of 3.9bn in 2013 UKs 2nd most visited retail website 747 stores across the UK and Republic of Ireland 32 Digital Stores from London to Scotland 13 new format stores in Homebase Company undergoing a digital revolution 3. The launch of our Digital Stores Exciting new format moving into Digital future 32 new Digital stores across whole of UK 4. The launch of our Digital Stores 5. The launch of our Homebase Concessions Thirteen concession stores currently operating in Homebase storesaround the country 6. What are we currently learning about ourcustomers? The basic sentiment towards us as brand Sentiment towards our new concept stores Geographical & Demographical differences The overall customer journey Campaign Reaction 7. What we have learnt about our Digital Stores By using customer language, we can understand which stores areperforming well for customers and identify areas for improvement Most importantly, we can understand whyTottenham CourtOld StreetMeadowhallLiverpool OneKensingtonIlfordHolloway RoadHarringayHammersmithFulham North End0 2 4 6 8 10 12 14FelthamEast HamDunfermlineColchester TollgateClapham JunctionCheapsideChancery LaneCannon StreetCamdenBecktonBalhamWeekly mention volume of DCS stores 8. What we have learnt about our Digital Stores Geographical differences : Tech savvy Londoners, HumanTouch Northerners The catalogue and pens are still missed by some Pinch points of when customers are having a morepositive and more negative experiences6543210Sentiment of DCS stores by hourly viewPositive Negative 9. How we measure feedback for PR and campaigns Use tool to measure feedback of new brands and campaigns Understand how effective different PR events are Furthermore, understand who the responding audience are 10. Actionable insights that cross the online / offline divide@Argos_Online thankyou so much forlistening!!! I shall definitelybe coming into the store.#greatcustomerservice#onehappybunny 11. What else do our customers tell us? 12. Further rollout of our Digital Store format An Argos within a Homebase Expansion of our eBay Click and Collect initiative Product Range extension Launch of exciting new brand!and we will be using social analytics to track each of these everystep of the wayLooking ahead 13. How to segment dataKatie Belton/ Account Management 14. Categories /What to segment#brandwatchtips 2014 Brandwatch.com | 15 15. What is a rule?Definition:Rules allow you to automatically perform actions on mentions, both in the futureand historically, based on searches and filters that you define.A rule can be used for different actions: sentiment, workflow, tag, categoryTo keep in mind:There is a limit to what can be done automatically.CONVERSATIONS TIME INBOX INSIGHTS#brandwatchtips 2014 Brandwatch.com | 16 16. How to setup categoriesRules can be setup from the Mentions component or using the Rulesoption under the Tools sectionWrite down your search terms, choose the action, give a name and save!CONVERSATIONS TIME#brandwatchtips 2014 Brandwatch.com | 17 17. Email contact@brandwatch.comWeb brandwatch.comTwitter @brandwatchTelephoneUK +44 (0)1273 234290US +1 212 229 2240DE +49 (0)30568 370 040Document LimitationThe information given in this document has been checked for accuracy and completeness howeverBrandwatchshall 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