Author Archives: Nikki Baird

History of Omni-Channel Part 7: When Demand Breaks

28 July 2015, 11:00

Nikki Baird

0

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

0

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

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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 […]

History of Omni-Channel Part 6: Bring On The Supply Chain

16 June 2015, 12:12

Nikki Baird

0

This is part 6 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 […]

Internet of Things in Retail: Benchmark 2015

12 June 2015, 08:59

Nikki Baird

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The Internet of Things (IoT) has become a hot topic in the technology world, but what does it mean for retail? The technology promises a lot: lighting up dark places in the enterprise by providing a more granular level of tracking, predictively managing maintenance, predictively anticipating consumer demands and behaviors, even providing new forms of […]

The eCommerce Search Conundrum: Site Search’s Role In The Marketing Platform

9 June 2015, 10:17

Nikki Baird

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Last week at the Internet Retailer Conference, I noticed an awful lot of search vendors on the expo floor. Not just the big players who have been around for a while, but a lot of little startups too. Why this influx of site search capabilities into the market? And how sustainable is it to have […]

Manhattan Momentum 2015: Walking Miles In Customers’ Shoes

2 June 2015, 09:09

Nikki Baird

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Manhattan Associates’ Momentum 2015 almost closes out the spring user conference season. Of all the conferences I’ve attended so far, I have to say Manhattan had the happiest customers. Part of the reason for this may well be that Manhattan’s team seems intensely focused on seeing the world through their customers’ eyes. The breakout sessions […]

The Retail Store Time Crunch

26 May 2015, 08:55

Nikki Baird

0

Ever since consumers started bringing mobile phones into stores as part of their shopping experience, retailers have been scrambling to keep up. Shoppers armed with smartphones now have more access to price, availability, and product descriptions than even the most trained and knowledgeable store employee. Consumers are increasingly impatient with a store experience that feels […]

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