> Repsol is one of the top companies in the oil and gas industry. With over 80 years of experience, Forbes positioned us 14th in the ranking of THE largest oil and gas specialized companies in 2017

> In Spain, Repsol has a network of over 3,500 retail sites, 30% of which are company operated

> The Gas Station businesses are facing mayor disruptive changes in their strategic context:
* People are more time-pressured and have reduced the time they spend shopping
* Consumers demand more convenience and simplification
* New technologies have radically changed purchasing experience and operations
* Millennials have a very different perception about the need of having an owned car
* Customer's willingness to buy CO2-friendly cars is high

> To overcome all these changes Repsol must reach the level of the best practices in retail and be customer-oriented

> Therefore, it has been necessary to build new physical and virtual spaces, to develop the relationship with our customers at a new level: REPSOL ON

> The new retail concept (Repsol On) maintains the assortment of a regular convenience store, but it has gained much prominence with all of the merchandise related to the growing concern over health

> In this sense, Repsol On has boosted a number of products: fruits and salads; organic food and beverages; local and bio products,...

> All fresh and handmade products are clear trends on the up and are very well represented in the new space, especially in the areas of bakery and hot drinks (Starbucks)

> In short, the new product philosophy enhances the simple and natural, with respect to the environment both socially and environmentally. We do not pretend to be gourmet or exclusive, but to promote wellness and healthy eating. We look for something different to offer our clients so that they feel better.

> In terms of the service provided, a new way of interacting with customers has also been developed. The objective is to generate empathy with the customers, building a medium term relationship beyond the mere transactional interplay.

> Furthermore, for the first time in the company's history, the retail business has personnel dedicated exclusively to the store´s attention. So far, all of the staff at our gas stations has attended not only the store´s but also the forecourt oil businesess.

Submitting Company: REPSOL