PROFILE

Dave Nixon

Data Analytics Solutions Executive, Teradata
Working as a digital agency executive for the past 25-years in brand, retail and digital agencies, I get the pleasure of driving customer and shopper business results for my clients in the retail sector. My professional experience runs from sales to delivery. From producing, to leading, to generating revenue and now for serving my team members, my clients and the community that supports us all. Specialties: Executive Leadership, Thought Leadership, Business Development, Strategy and Brand Management, Client Relationship Management, Team Building and Mentoring Expertise: Graphic and Environmental Design, Digital Technology, Strategy, IT Services and Consulting
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  • Posted on: 01/24/2020

    Can aesthetics cure our throw-away society?

    As time and generations march on, sustainability itself will be enough. We HAVE to do something. But for the present, aesthetics WILL certainly have an impact on reusability! How many times have you bought a product, used it, and kept the packaging/container because it was beautiful, useful, relevant, functional or simply unique? If design firms start to teach design not just for first use function or aesthetics, but the full lifecycle of consumption and the "second life" of reuse, we will see some brilliant new packaging that will appeal to both our sense of duty AND our sense of style.
  • Posted on: 01/22/2020

    Is a ‘hassle cost’ justified in resolving customer service issues?

    This approach could easily backfire as a negative word spreads 5x faster than a positive word. Also, brands need to understand that consumers have other methods for resolving poor customer service, like disputing credit card transactions, if you give your customers the runaround. I believe human nature does interject some form of "bias" for those tough customers. But wouldn't the effort be better invested in addressing the areas of the CX that cause the need for customer service? Let's focus on the root cause and this becomes a non-issue.
  • Posted on: 01/21/2020

    Does convenience trump price for today’s consumer?

    Start fixing the basics. Start with BOPIS. If customers want convenience, then segregate online shoppers from the physical shopper. It's time to allow for new thinking around BOPIS where the online experience collides with the physical experience (and not in a good way). Separate the two models: not the same parking lot for pickup and parking, not the same inventory where shoppers are competing with pickers for the same product and not the same product inventory across both models. Consolidate the WAY you make the purchase but design the best delivery methods (Online, In-Store and BOPIS) to control the CX for each specific delivery mechanism.
  • Posted on: 01/03/2020

    Which retailer will rule in 2020?

    Best Buy! Best Buy! Best Buy! MAJOR pivot against showrooming for online sales, a VERY robust e-commerce platform using advanced technologies for conversions ($8 Billion in revenue) AND the biggest model shift in retail (outside of Amazon trying to go physical retail) by moving into services: connected home, health, safety and connected associates. Hubert Joly and now Corie Barry are leading the retailer into the future and have defied the odds with smart decisions and a brilliant strategy to combat Amazon.
  • Posted on: 12/12/2019

    Will IHOP fans flip out over its new fast-casual breakfast foods concept?

    My prediction: In a few years, they will make a one-letter change to their name from "Flip'd" to "Flop'd" in an attempt to generate buzz to save this concept. Do we REALLY need another QSR food concept like this from a brand not known for having expertise in this space? That's a big brand perception hurdle to jump over for me.
  • Posted on: 11/05/2019

    Is Amazon starting to fall out of favor with American consumers?

    Let's just call this "Amazon Brand Fatigue." Their world domination has to end sometime, and frankly there are other online retailers that have it right. Walmart being one of the best. Consumers are starting to catch on that there are other options, especially one that has physical and digital retailing prowess that Amazon can't match.
  • Posted on: 10/31/2019

    Are retailers out-of-step with consumers when it comes to price?

    It certainly shows the disconnect between what retailers "think" their customers feel and how they really feel. Price disparity is not something you solve with the flick of a switch. Retailers want to make as many sales as possible and consumers want what they want at the lowest possible price. There will always be some form of disparity between the two. There obviously will be those moments when the two meet and everyone walks away with their needs met, but the issue is oversimplistically twofold. One, a better understanding of customer expectations on what is appropriate or fair pricing for the perceived quality of products and two, dynamic capability for flexible pricing from the retailers at the product level. Retailers' current silo'ed infrastructure is not set up to be that nimble, contributing to perceptions that prices are rising from shoppers.
  • Posted on: 10/17/2019

    Is e-grocery less convenient than shopping in stores?

    I'm not sure it is an issue of "convenience" as much as it is the subtleties of each of the models. Physical retail is being disparaged because of the focus on convenience, but the experience is better (if we're honest). Some parts of physical retail will probably never be moved totally online, and if they are it will be "less than" a positive experience. Online IS more convenient but not for everything. The lack of penetration can be ascribed to a few factors: First, online grocery still has some operational challenges to gain more adoption with pickup logistics at a physical store (still the most pervasive model until delivery grows) and product substitution that still limits a great customer experience. Second, online purchasing makes sense especially for replenishment items, but the risk of returns, poor product choices and the emotional connection we have to products will continue to be a struggle for this model. Third, digital models need to become more seamless and transparent for them to continue to grow in adoption. There are still too many touchpoints and too much friction for such a complex model as retailing, especially in segments like grocery. If we remove some of these fundamental barriers to growth then online will continue to grow in adoption.
  • Posted on: 10/14/2019

    Will Best Buy wrap up Black Friday sales with a price match guarantee in October?

    Using the buying power consumers have now versus during the holiday season where a big chunk of spending happens, this approach will not only reduce competition, but also capture additional sales when the holiday does arrive. How many times have you bought an item early for a gift and still bought more gifts in the run-up to the event? If they automatically send the rebate checks without forcing your customers to have to jump through hoops to get them, this could be huge.
  • Posted on: 10/07/2019

    Best Buy makes a big bet on health tech

    With the shift to services over simply product retailing, Best Buy is in a unique position to own a big stake in this market, and it will drive the other services they are investing in like "Total Tech Support," "In Home Advisor" and Geek Squad (obviously). With their full service, full lifecycle networking and product support services, they are in the best position to capitalize on this growing need through connected devices and connected home. Imagine the value of the data for surrounding their customers (and the extended family) with care.
  • Posted on: 10/01/2019

    Do retail metrics need to be reinvented?

    It's always a great approach to measure profitability over revenue as a metric for health for any business (I'll support my point with the latest flaming example of WeWork), but where are the metrics around the extensibility of Customer Lifetime Value? Is a customer only worth what they spend with a retailer? My loyalty (and corresponding revenue) is only 1-to-1, but do you measure advocacy as an indicator of performance on how well the brand engages with the loyal shopper but then also how they convert their close circle of friends and family and turn them into loyal shoppers? That's worth far more than 1-to-1 and Sales Per Customer!
  • Posted on: 09/03/2019

    Walmart and BuzzFeed deliver shoppable recipes

    Shoppable recipes eliminate one point of friction in the customer journey. It might not be a major traffic driver to the retailer initially, but it will be over time. If a shopper can store the recipe for reuse (and therefore also for reordering of the ingredients) when they make the meal, then the brand, products, and ease of ordering go right along with it, over and over again. Second, if the recipes and the corresponding ingredient list can easily be dropped into an e-commerce basket with a single click, you have a much greater chance of increased basket size. Anytime a retailer can make the jump to the kitchen, they win long term in CLV.
  • Posted on: 08/15/2019

    Is it time for retailers to tier up their loyalty/reward programs?

    Yes, retailers (and brands in general) SHOULD tier their loyalty programs depending on various factors of "loyalty." But buying 9 for 1 is not a loyalty play as much as it is an incentive/offer or marketing play. The key to a great loyalty program is to leverage Customer Lifetime Value, and that is not always measured in revenue. Value can be defined in other ways like referral and affiliate marketing, repeatability, engagement, etc. It's time to build a customer advocacy program as the next phase of loyalty programs for the very best customers as the premium top tier level of loyalty.
  • Posted on: 07/12/2019

    Franchisees want McD’s to be more like Chick-fil-A

    The chicken sandwich is not why Chick-fil-A is eating McDonald's lunch. It's that McDonald's is a process- and product-driven experience versus a customer-centric customer experience. They have to change more than their product to win this fight.
  • Posted on: 05/21/2019

    Will an online deal with Fanatics prove to be a big win for Kohl’s?

    Adding additional apparel brands to Kohl's assortment is not a bad thing for either of them! Maybe over time they can build their own "Fan Shop" and continue growing brands like Fanatics. Just keep adding these specialty brands and they will see increased revenue for both companies. Kohl's has been successful by being selective in their choices and partnerships, like Fanatics, and that has been playing nicely into their overall growth strategy.

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