Sectors & markets
Learning Expedition to Japan: Leroy Merlin's Strategic Exploration into Customer Relationships and the Circular Economy
As part of its Vision 2035 strategy, the French company Leroy Merlin embarked on a 3-day Learning Expedition to Japan, organized by the French Chamber of Commerce and Industry in Japan (CCIFJ). The mission was designed to provide key insights into two themes: customer service and circular economy, with participants divided into two groups.
The 22 senior managers participating in this mission were engaged in a strategic initiative to redefine the company’s core missions and CSR commitments. By studying the Japanese approach to the circular economy and customer experience, Leroy Merlin aimed to gather valuable insights that will inform their ongoing strategic transformation.
Therefore, over the course of three days, we had the pleasure of assisting Leroy Merlin in their pursuit of discovering and learning the Japanese approach to circular economy and customer service. To achieve this, we organized 3 seminars in our conference room, arranged 8 company visits, and scheduled a meeting with the Tokyo Metropolitan Government's Environmental Bureau. Throughout this study trip, our goal was also to ensure that our participants were in the best possible conditions to make the most of this opportunity. We would like to thank Leroy Merlin for their trust!
The program for the week:
- Monday 27th of January
Morning: welcome seminar and introduction to Japan, with key insights on customer service and circular economy.
The Learning Expedition kicked off with an engaging seminar at CCIFJ’s conference room l’Espace, where several key experts shared their insights:
- Christophe Grignon, Deputy Head of the Japan-South Korea Regional Economic Service at the French Embassy in Tokyo, provided an in-depth analysis of the Japanese economy.
- Mehdi Matagne and Ophélie Dujat, export advisors at the CCIFJ introduced the Japanese market and its business practices.
- Benjamin Costa, Director of La Maison du Chocolat Japan, discussed the evolving customer experience in Japan.
- Guillaume Dourdin, CEO ofVeolia Japan & India, explored the circular economy in Japan.
Afternoon : Panasonic Showroom, the Try-Ie Lab at Daiwa House, Matsuya Ginza & Milleporte.com
Following the seminar, the first group visited the Panasonic Showroom to explore their customer service strategies, and later attended a roundtable with Armel Cahierre, CEO of Matsuyaginza.com and Milleporte.com, focusing on Japan’s luxury e-commerce market. Meanwhile, the second group visited Try-Ie Lab at Daiwa House Industry to explore sustainable technologies for custom-built homes.
- Tuesday 28th of January
Group 1 (customer service) : Grand Prince Hotel Shin-Takanawa and Kohnan Shoji
The group focusing on customer experience kicked off the day with a visit to the Grand Prince Hotel Shin-Takanawa, where they delved into the hotel’s customer satisfaction initiatives and learned about the strategies behind creating memorable guest experiences. Next, the team visited Kohnan Shoji, Japan’s third-largest DIY chain, where they gained valuable insights into how innovative retail practices can enhance customer engagement and elevate the shopping experience.
Group 2 (circular economy) : Circular Economy Association and Tokyo Metropolitan Government’s Environmental Bureau
Meanwhile, the group focused on the circular economy met with the Circular Economy Association (CEA), discovering emerging sustainable economic practices that are shaping the future of business. The group also had the opportunity to visit the Tokyo Metropolitan Government’s Environmental Bureau, where they participated in a site inspection of a waste treatment facility. They were presented with an in-depth overview of Tokyo’s advanced waste management efforts, showcasing the city’s commitment to sustainability.
- Wednesday 29th of February
Group 1 (customer services) : Sohgo Security Services (ALSOK) and DCM
The first group began their day with a visit to Sohgo Security Services (ALSOK), one of Japan’s leading security companies, where they explored cutting-edge security solutions and customer service strategies. Then, they visited DCM, Japan’s second-largest DIY and home center chain, and engaged with key figures who shared DCM’s customer-centric approach.
Group 2 (circular economy) : Panasonic Eco Technology Center Kanto and Digglue Inc.
Meanwhile, the second group explored Panasonic Eco Technology Center Kanto, where they learned about the company’s innovative recycling and sustainability initiatives. Then, they attended a conference hosted by Digglue Inc., a startup focusing on digital platforms for the circular economy, presented at the Chamber's conference room
We would like to thank Leroy Merlin for trusting us on this enriching journey. It was a true pleasure to accompany them in exploring new perspectives and forward-thinking practices !
