Скачать или смотреть 79.Emotion Over Efficiency: How Mecca Scales Human Connection in Retail

In this episode recorded in Singapore at NRF APAC 2025, Ian Burl, Chief Retail Officer at Mecca Brands, shares how Australia’s leading prestige beauty retailer scales emotion, empathy, and human connection across 110+ stores.

From spending every Friday on the shop floor to investing 4% of revenue in team education, Ian reveals how Mecca designs every part of the customer journey with one key question: “How should this feel?”

🎯 Key topics include:

Why EQ better than IQ in the age of AI
How Mecca trains for empathy, not just expertise
Using tech to enhance human connection
Building a retail culture that customers write love letters about

00:00 Emotional Intelligence in Retail
01:55 The Essence of Mecca
04:24 Creating Experiential Retail
09:57 The Role of Empathy in Customer Service
14:59 The Shift from IQ to EQ
20:20 The Importance of Physical Retail
21:36 Bridging Online and Offline Experiences
24:14 Leveraging Technology for Human Connection
28:36 Efficiency vs. Emotion in Retail
30:44 Scalability of Emotional Retail
33:22 Leadership Lessons from Mecca

🔔 Don’t forget to like, subscribe, and hit the bell for more stories on the future of retail.

#RetailInnovation #EmotionalIntelligence #MeccaBrands #CustomerExperience #BeautyRetail #HumanConnection #RetailLeadership #EQ #OffBoundsPodcast