Navigating Global Retail Trends and Customer Behavior: A Conversation with Ghalia Boustani

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Can European retailers teach their American counterparts a thing or two about customer service? Join us as we uncover insights from Ghalia Boustani, PhD, a leading retail expert based in Paris, who has a wealth of knowledge about the future of retail. From her early fascination with the industry to becoming a respected author and consultant, Ghalia's journey is nothing short of inspiring. In this episode, she shares her pivotal moments and critical questions that fueled her rise in the retail world.
Navigating the balance between human touch and technology, Ghalia discusses the common pitfalls that retailers face when they over-rely on tech solutions. She illustrates with real-life examples how poor integration can lead to negative customer experiences, such as failed QR code promotions. We also explore the differences between American and European retail practices, highlighting the significance of adapting strategies to local markets and maintaining basic customer service. Ghalia emphasizes the growing trend in Europe towards sustainable consumption and secondhand markets, setting a benchmark for future retail landscapes.
As we delve into the new metrics shaping retail success, Ghalia sheds light on the limitations of traditional KPIs and the necessity of adopting a holistic approach. From the challenges of measuring omni-channel strategies to integrating physical and digital experiences, this episode is packed with valuable insights for anyone in the retail industry. For newcomers, Ghalia offers sage advice on the importance of hands-on experience, teamwork, and keeping a human-centric approach amidst the technological tide. Don't miss this thought-provoking conversation that promises to redefine your understanding of retail.
Ghalia's Bio:
Ghalia Boustani is a multifaceted professional with a diverse skill set encompassing retail consultancy, curation of insights, speaking, authorship, and podcast hosting. Her career in retail gained momentum within the dynamic landscape of the fashion industry, a journey she embarked upon in 2005. Over the years, Ghalia has forged close collaborations with various fashion brands, operating at both retail and management echelons.

Her expertise is centered around ephemeral retail formats, the creation of captivating physical store atmospheres, and a deep understanding of consumer behaviors within omnichannel contexts. At the strategic level, Ghalia excels in guiding brands through transformative processes, contributing to the evolution of their development strategies. On an operational level, she actively engages in formulating procedures, crafting comprehensive training manuals, and conducting impactful team member training sessions.

Ghalia holds a Ph.D. from the prestigious “École Supérieure des Affaires” in Lebanon, a master’s degree from the “London College of Fashion” in London, and a Bachelor of Arts (hons) from the esteemed “Notre Dame University”, along with a diploma from the “École Supérieure des Arts et Techniques de la Mode”. Her academic pursuits manifest in rich research and publications, covering topics ranging from traditional and ephemeral retail to fashion management and customer experiences. Her influence extends globally, as she brings her wealth of knowledge to various educational institutions and business schools in cities such as Beirut, Istanbul, London, and Paris. Since 2011, she has been actively involved in teaching marketing and retail, participating in over 25 conferences and webinars. Through these platforms, Ghalia consistently shares her insights and contributes to the discourse shaping the future of retail.

Connect at:
https://linktr.ee/gboustani

Capitole

1. Future of Retail (00:00:00)

2. Retailers' Neglect of Basic Customer Service (00:16:21)

3. Challenges of Retail Consumer Education (00:24:09)

4. Revolutionizing Retail Metrics and Values (00:30:18)

5. Diverse Perspectives on Sustainable Retail (00:46:02)