Newell Brands has created a Customer Experience Center to drive retail innovation and stay ahead of evolving consumer needs. This episode reveals how this center fosters product development, supports retail partners, and integrates physical and digital experiences. Ecommerce operators can learn how to translate customer insights into actionable strategies and product improvements, ultimately driving sales and market share for their brands.
Key takeaways
Implement a dedicated customer experience initiative to foster continuous product innovation and respond to evolving consumer trends, similar to Newell Brands' Customer Experience Center.
Leverage customer insights gathered from a dedicated center to inform product improvements, develop new product lines, and enhance the success of existing iconic brands.
Facilitate cross-departmental collaboration (marketing, R&D, sales) through a centralized customer experience hub to ensure a unified approach to understanding and serving customers.
Integrate both physical and digital retail experiences within your customer insight-gathering efforts to gain a holistic view of customer journeys and preferences.
Develop clear metrics and conduct regular ROI assessments to measure the effectiveness and ongoing value of your customer experience initiatives.
In episode 502 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Mike Hayes, chief commercial officer, Americas at Newell Brands, a leading global consumer products company with a large portfolio of iconic brands such as Graco®, Coleman®, Oster®, Rubbermaid®, and Sharpie®. The discussion begins with Hayes sharing the company's strategic vision behind creating the Customer…
What does this episode say about retail & omnichannel?
Implement a dedicated customer experience initiative to foster continuous product innovation and respond to evolving consumer trends, similar to Newell Brands' Customer Experience Center.
What does this episode say about brand & content?
Leverage customer insights gathered from a dedicated center to inform product improvements, develop new product lines, and enhance the success of existing iconic brands.
What does this episode say about product & merchandising?
Facilitate cross-departmental collaboration (marketing, R&D, sales) through a centralized customer experience hub to ensure a unified approach to understanding and serving customers.
What does this episode say about retail & omnichannel?
Integrate both physical and digital retail experiences within your customer insight-gathering efforts to gain a holistic view of customer journeys and preferences.
What does this episode say about retail & omnichannel?
Develop clear metrics and conduct regular ROI assessments to measure the effectiveness and ongoing value of your customer experience initiatives.
