From Box Moving to Value Creation
In this episode of The Retail Influencer by 20/CENT Retail, Vincent and Elisa Servais chat with Pascal Jacobs, Head of DIY&Home and Kitchen at Katoen Natie, to explore how the DIY industry is evolving beyond traditional supply chain models.
Together, they discuss why retailers, brands and logistics partners must move away from siloed thinking and embrace a value-creation ecosystem centered around the customer. From omnichannel expectations and last-mile delivery to service innovation, data sharing and customer experience, the conversation highlights how logistics is becoming a strategic driver of differentiation rather than simply a box-moving operation.
Drawing on insights from Thierry Coeman’s Hammer Time 2 white paper, the guests examine emerging DIY customer behaviors, the growing importance of services alongside products, and how collaboration across the entire value chain can create stronger customer loyalty and long-term growth.
A must-listen episode for retailers, brands, manufacturers and supply chain professionals looking to better understand the future of DIY retail.
Key topics discussed:
- The shift from price competition to value creation
- Why omnichannel customers require a new supply chain mindset
- The strategic role of last-mile delivery and unboxing experiences
- Service models in the DIY sector: DIY, Do It Together and Do It For Me
- Data sharing as a catalyst for collaboration and innovation
- Insights from the Hammer Time 2 white paper
- The future role of logistics in customer experience and loyalty development
The episode is available via the usual channels, the smartplayer on this website or via : https://vincentpanneels.substack.com/p/from-box-moving-to-value-creation
DiyPascal JacobsKatoen NatieLogisticsSupply ChainDiy SummitWhite PaperThierry Coeman