April 29, 2025 • 8 min
You’ve heard the customer experience legends—Apple, Amazon, Airbnb. But what if the biggest CX power move wasn’t about dazzling customers… but empowering them?
In this video, we dive into how Shopify rewrote the customer experience playbook—not for shoppers, but for merchants. By putting small businesses at the center of everything, they built a $150B platform that’s part software, part ecosystem, and part movement.
What You’ll Learn
- Why Shopify ties its revenue to customer success (literally)
- How they reduced onboarding time from 4 hours to under 1
- What building a true platform looks like in practice
- Why teaching customers is more powerful than supporting them
- How community turns customers into believers
These aren’t just CX buzzwords. These are real strategies you can apply—whether you're building for businesses, consumers, or something in between.