The Retail Spotlight
One of the key things we frequently observe is the speed with which the retail space is evolving and how many people are finding it challenging to keep up. That’s exactly why we started this podcast - to provide experts a stage to share what they have been working on, bring new ideas to the forefront, create more awareness, and explore cutting-edge technologies.
In a world where customer experiences can make or break a brand, “The Retail Spotlight” is a new podcast series where executives from leading retailers and brands share their stories, innovations, and strategies that puts the customer at the center of every experience.
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The Retail Spotlight
What Retail Gets Wrong About Customer Centricity | 🎙️ Fernando de Palacio, Executive Director / CMO @ Leroy Merlin
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🎙️ Fernando de Palacio spent years at McKinsey, in banking, in venture capital, and then at Amazon before arriving in retail. What he found was an industry that talks endlessly about putting customers first, but rarely builds the infrastructure to actually do it.
As Executive Director / CMO at Leroy Merlin, he set out to fix that, starting with a lifetime value model that put a hard number on what a bad delivery or a failed installation actually costs the business. That single shift changed how the company makes decisions across marketing, operations, and the store network.
In this conversation, Fernando gets into why omnichannel ROAS is still being measured wrong by most retailers, how a six-million-member loyalty club changes your investment calculus, and what it actually takes to make "customer centricity" mean something beyond a slide in a strategy deck.