Argos is a unique multi-channel retailer. Part of the same business as Sainsbury’s and Habitat, they are one of the biggest names on the high street.
Famous for its catalogue. (And understandably so: around two-thirds of the UK population have one in their home at any time). But that reputation is changing fast. In recent years, Argos hav been making headlines for our digital transformation.
Catalogue based retailer, Argos was a check and reserve business whereby customers would have to reserve the goods online And go in store to pay and collect. This caused a lot of wasted cash with moving stock around the country with a 60% collection rate – wasting a lot of time and money.
Through customer focus groups, the insights led Argos to phschographical data which we would noy have received with out talking to the end consumer.
Insights from the research:
- Free items included (warranties, delivery)
Argos recorded more than a million deliveries through its Fast Track delivery service during the Christmas period of 2018
Order online and collect within 60seconds
Order for delivery (same day!)
There was a lot of research done on pricing to take on
amazing (Argos can deliver to 97% of uk same day or next day)
The end to end journey had to be seemless – from when your order and the steps to do so online, to when you pay (multiple payments), and all the service deliver emails and texts e.g confirmation texts, reminder texts, on the way texts/emails
A multi marketing approach was created