Behind every strong customer experience is a lived experience: Live podcast interview at Retail Therapy, Reed Gift Fairs

So if discounts aren’t the answer, what really drives in-store sales in 2026?

I had the opportunity to explore this live at the Retail Therapy Stage during Reed Gift Fairs, speaking with Mita Bedi, CEO and Co-Founder of Resonate CX, about "Customer Experience Excellence - and the metrics that really matter when it comes to boosting in-store sales."

Before we even touched on metrics, we spoke about her story.

Her first gift request was a cash register.

Growing up in a family business shaped her values early. Not just as a business owner, but as a mother and leader.

Retail was never just a career path. It was lived experience.

As a podcast host, I’m always learning and reminded that the best insights come from real conversations and asking goos questions.

One insight really stood out...
The biggest mistakes businesses make is not asking their customers for honest feedback.

Not asking their customers for honest feedback.

Heavy fit-outs.
Wrong product buys.
Discounting!

All without asking first.
Assumptions are expensive.

Retailers often use discounts to solve experience issues.
But is that actually effective?

When you don’t understand what customers value, the easiest lever to pull is price.

If you focus only on pricing perception, you discount.
If you focus on perceived value. Is it worth it? You elevate.

Apple is a powerful example.

They don’t just sell to the wealthy.
Students, retirees and small business operators buy Apple too.

Not because it’s the cheapest.
But because the value feels clear.

How can small brands compete with giants like Temu and Shein who win on price, speed and variety?

They can’t compete on those terms.

And they shouldn’t try.

Consumers want variety, yes.
But they also want experience.
Ease "Dont make me think!"
Relationship.

If all you offer is product, they’ll go elsewhere.

If you offer guidance, care and connection, they’ll come to you.

Look at your favourite neighbourhood café that knows your order.
The market that connects you directly to farmers and makers.
The family-owned toy store that helps you choose the right gift.

Consumers aren’t just chasing the cheapest price.

They’re chasing value, trust and experience.

Great local businesses understand this.

The bookshop that remembers what you love to read.
The gym that checks in when you miss a session and makes you feel part of the community.

Physical and online retail aren’t competing.

When aligned, they strengthen each other.

The brands that thrive remove the "frazzle", seek insight and build genuine relationships across every touchpoint.

Thank you to Stacy Phang and the team at Reed Gift Fairs for the opportunity to host. I’m delighted to be involved.

📸 Thank you to Sophie B for capturing the day so beautifully. You have even caught me in the power pose! haha