News EX CL USIVE ‘
We’ve always had a special relationship with independent retailers’
In an exclusive interview, Whirlpool UK and Ireland’s new managing director, James Goldsmith, who was appointed this summer, looks at the opportunities for the business, gives us his views on the appliance market and highlights how the company is supporting independent retailers.
James Goldsmith
Alert: Congratulations on the new role. What are the challenges and opportunities ahead? James Goldsmith: I’m relishing the opportunity to grow the business. Our connection to consumers is central to this, with strong brands, innovative new products, great people and, of course, our own consumer service and home delivery infrastructure. The combination of these present great opportunities for us to continue our recent growth.
Alert: What’s the latest on the Whirlpool/ Arçelik merger? JG: At this stage there’s not a lot to add to what’s already out there. The regulatory authorities are undertaking their reviews across the relevant markets, so until that’s concluded the companies remain as separate entities and competitors. When there’s some news, we’ll be sure to update you.
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Consumers want a direct relationship – not only with their preferred retailers but the brands too
Alert:: What’s your take on the home appliance market in the UK? Is it tough out there? JG: It’s no secret that it’s a challenging market. The continuation of the cost of living crisis, with high inflation and higher energy bills, has undoubtedly led consumers to carefully consider their purchases and take longer, but this is where clear messaging, not just about buying new products but getting the most out of your current ones, is important. Helping consumers to reduce their energy bills by choosing,
using, and maintaining their appliances’ most efficient features is very important, which is why we’re a big supporter of and helped develop the AMDEA Know Watt’s What campaign, which does just that. The collective industry – manufacturers and retailers – has a
huge role to play in both educating consumers on how to get the best of their existing appliances as well as helping them to make the right decisions when it comes to replacing.
Alert: Are you confident for the rest of 2023? JG: It continues to be tough but I’m confident in the industry and, of course, the opportunities for Whirlpool’s continued growth. We have strong brands, exciting product innovations and outstanding consumer care. Our Trustpilot ratings for customer service are the best in
the industry, with Hotpoint at 4.7★ and Indesit at 4.7★. Bringing innovative new products that consumers really want to market during 2023 will help our retail partners to grow with us.
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Alert: How important is sustainability to Whirlpool? JG: Sustainability has always been a key focus for us, as we established our Office of Environment in 1970. This means we’ve always taken a long-term view making the changes we need in our operations and supply chain for our production to be more sustainable – without shortcuts or excuses. Our vision is the constant pursuit of improving life at home.
Fulfilling this requires us to think of our house and home not just in terms of the four walls around us and the communities in which we live, but the planet that sustains us. That is why we are committed to reach net zero emissions
by 2030, to build the resilient, thriving, sustainable communities of tomorrow, by taking action across our business in terms of sustainable plants, products and practices. Since 2005 we have reduced emissions linked to the use of our
products by 60 percent and have committed to a further 20 percent reduction by 2030.
Alert: Are independent retailers important to Whirlpool? JG: We’ve always had a special relationship with independent retailers. They have always been and will continue to be very important, which is why we still have a large team on the road visiting independent retailers on a regular basis. It’s a team that we’re very proud of and working together in partnership to benefit consumers is crucial for our long-term success.
Alert: Can you update us on your activity with independents? JG: We have and will continue to support independent retailers with a variety of point of sale which brings to life our key technologies and brand missions, particularly for our Hotpoint and Indesit brands. We aim to help retailers create a journey through their stores,
from category signs that highlight our reliability scores, to product content that features our third-party endorsements, giving customers strong reasons to continue to believe in and trust our brands.
Alert: Many brands, including Whirlpool, are selling direct-to- consumer. What’s the thinking behind that when you have a strong and loyal dealer network? JG: Enabling consumers to help improve their lives at home is our focus and our strategy is driven by the evolution of consumer shopping habits over the last few years. Consumers want a direct relationship – not only with their
preferred retailers but the brands too. We believe that our direct-to- consumer marketing, campaigns and content will increase overall demand for our brands and products by educating consumers about the features and benefits of our products. That’s good for everyone, as it brings more consumers into retailers’ stores and onto their websites as well.
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