Author Archives: Nikki Baird

Drunk On Starbucks?

25 August 2015, 11:20

Nikki Baird

0

Last Friday I had the occasion to stop by Starbucks during their Starbucks Evenings time, which the company has started rolling out to 70+ locations across Orlando, Denver, Miami, northern California, and New York City. There are very few moves that retailers can legitimately make that take them into adjacent spaces with their existing brands, […]

The State of Home Delivery: Crossing the Last Mile to the Consumer

21 August 2015, 09:00

Nikki Baird

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Consumers want to get their purchases fast and retailers want to get it to them faster. Online retailers are experimenting with everything from drones to Uber deliveries, but when retailers offer low margin, heavy products, many of these delivery innovations may not work. How do retailers plan to meet consumers’ needs for faster delivery of […]

The Internet Of Things In Retail: Great Expectations

20 August 2015, 09:30

Nikki Baird

0

The Internet of Things (IoT) in retail has had such a large amount of hype and an awful lot of buzz around it that many people don’t even know what it really means. Many of the use-cases featured by vendors are interesting, but not necessarily valuable. But it raises the question: what do retailers really […]

Subscription Boxes Go Mainstream?

18 August 2015, 09:50

Nikki Baird

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I like subscription boxes. In the interests of full disclosure, I subscribe to Lootcrate and to Stitch Fix. I was an original subscriber to Goodies, a food-based subscription started and subsequently shut down by Walmart. I’ve contemplated Birchbox, and also finding another food box to replace Goodies, but haven’t had enough time to put into […]

History of Omni-Channel Part 8: Merchandising In The Crosshairs

11 August 2015, 12:02

Nikki Baird

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This is part 8 of an on-going series on the history of omni-channel. Part 1 addressed the point when customer centricity and “cross-channel” (the early days of omni-channel) first merged and became the foundation of what most people mean when they say omni-channel today. Part 2 talked about the tipping point of executive awareness, when […]

History of Omni-Channel Part 7: When Demand Breaks

28 July 2015, 11:00

Nikki Baird

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This is part 7 of an on-going series on the history of omni-channel. Part 1 addressed the point when customer centricity and “cross-channel” (the early days of omni-channel) first merged and became the foundation of what most people mean when they say omni-channel today. Part 2 talked about the tipping point of executive awareness, when […]

Jet.com’s Imminent Take-Off

21 July 2015, 11:26

Nikki Baird

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By the time you read this, jet.com will have been open for business to the public for several hours now, and reviews will undoubtedly be pouring in. Hopefully consumers will view the site more favorably than Amazon’s #PrimeDayFail – though this does perhaps explain the timing, if not the execution of Amazon’s promotional day. I’ve […]

Empowering the Store Employee: Benchmark 2015

16 July 2015, 12:55

Nikki Baird

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In recent years, the omni-channel world has turned retail on its ear. But after all the innovation, retailers have spoken: the store is back – and employees are going to be a key driver to its success. Our retail respondents tell us that they are trying to provide services in stores that consumers just can’t […]

Who Owns The Customer Profile In Retail?

14 July 2015, 10:16

Nikki Baird

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Last year I posed the question “Who owns the customer experience in retail?” It was the kind of question that generated a lot of debate – arguments that are still happening inside retailers today. But in my travels during this year’s spring conference season, it occurred to me that there is an even more fundamental […]

Salesforce Connections Event Report

22 June 2015, 10:12

Nikki Baird

0

Last week I attended Salesforce’s Connections “World Tour” in New York. As I have attended nearly a dozen such user conferences over the last three months, I feel well-qualified to say that the company’s customers are some of the fiercest networkers I have ever met. And, surprisingly, I found a pretty strong willingness to cross […]

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