Topic hub
Customer Experience
12 lessons and 130 quick tips on customer experience, pulled from Anaita’s most-watched videos. Each lesson comes with takeaways and a full transcript.
Lessons
How beis turned negative bag reviews into a viral pop up campaign
How to create a fun fake-text order confirmation animation in Canva
Michael Hill Jeweller's missed marketing opportunity at their Bondi
The two Australia Post practices hurting small business owners
Why Michael Hill's ice cream store launch missed the mark
Seven fixes for website traffic that isn't converting to sales
The Kate Spade checkout upsell that increases average order value
The Sephora surprise gift trick that builds brand loyalty
Why Anaita blocked a customer for abusing her team
Can you care about customers too much and still be a good business
The moment I knew my small business was finally succeeding
How Australia Post shops are wasting their retail space
Quick tips
Turn negative product feedback into a branded experience that generates more positive content than the criticism
From: How beis turned negative bag reviews into a viral pop up campaign (470K views)
Use founder or celebrity presence at experiential activations to amplify press and social buzz
From: How beis turned negative bag reviews into a viral pop up campaign (470K views)
Pair a reputation-repair activation with a relevant brand collaboration to extend its reach
From: How beis turned negative bag reviews into a viral pop up campaign (470K views)
Add personality to your order confirmation page instead of leaving it as a generic default message.
From: How to create a fun fake-text order confirmation animation in Canva (274K views)
Always communicate expected shipping timelines clearly right after a customer places an order.
From: How to create a fun fake-text order confirmation animation in Canva (274K views)
A long line at your launch means nothing if it doesn't lead to a taggable moment or a sale.
From: Michael Hill Jeweller's missed marketing opportunity at their Bondi (237K views)
Use in-line waiting time to showcase your product up close, like styled mannequins people can photograph and touch.
From: Michael Hill Jeweller's missed marketing opportunity at their Bondi (237K views)
Tie any giveaway (like ice cream) directly back to your product with an app or redemption mechanic that drives people into store.
From: Michael Hill Jeweller's missed marketing opportunity at their Bondi (237K views)
Jump on viral trends and songs to make your launch content more shareable.
From: Michael Hill Jeweller's missed marketing opportunity at their Bondi (237K views)
Design every launch touchpoint to end in either a sale or a piece of user-generated content.
From: Michael Hill Jeweller's missed marketing opportunity at their Bondi (237K views)
Factor lost-parcel risk into your shipping policy since the carrier won't take responsibility
From: The two Australia Post practices hurting small business owners (206K views)
Check if using your own packaging costs more with your carrier before switching for sustainability
From: The two Australia Post practices hurting small business owners (206K views)
A line outside your store is worthless if it doesn't convert people into store visitors or buyers.
From: Why Michael Hill's ice cream store launch missed the mark (156K views)
Tie every launch activation directly back to getting people to see and touch your product.
From: Why Michael Hill's ice cream store launch missed the mark (156K views)
Use tech like an app to connect a fun hook (like ice cream flavour) to product discovery and a redeemable offer.
From: Why Michael Hill's ice cream store launch missed the mark (156K views)
Leverage trending content formats (viral songs, dances) to make your launch shareable.
From: Why Michael Hill's ice cream store launch missed the mark (156K views)
Retarget site visitors who didn't check out in the last 60 days and past customers who haven't purchased recently.
From: Seven fixes for website traffic that isn't converting to sales (71K views)
Check your mobile site speed on Ubersuggest since 80% of visitors bounce if load time exceeds three seconds.
From: Seven fixes for website traffic that isn't converting to sales (71K views)
Show products being used by humans, not just held up, especially with detailed size guides for fit-sensitive items.
From: Seven fixes for website traffic that isn't converting to sales (71K views)
Use Shopify dashboards to find where customers drop off, and fix your USP or navigation if it's on the homepage, or shipping and payment options if it's at checkout.
From: Seven fixes for website traffic that isn't converting to sales (71K views)
Add aspirational elements, media mentions, reviews, and stock scarcity badges to create desire and FOMO on your site.
From: Seven fixes for website traffic that isn't converting to sales (71K views)
Add a low-cost checkout upsell (like engraving or a free extra) to increase average order value.
From: The Kate Spade checkout upsell that increases average order value (60K views)
A higher average order value directly increases profitability.
From: The Kate Spade checkout upsell that increases average order value (60K views)
Surprising and delighting customers at checkout is one of the most effective marketing tactics you can use.
From: The Kate Spade checkout upsell that increases average order value (60K views)
Surprise customers with a free gift at checkout once they hit a spending threshold instead of advertising it beforehand.
From: The Sephora surprise gift trick that builds brand loyalty (59K views)
If you include a surprise gift in the package, add a card explaining why they received it so they understand the gesture.
From: The Sephora surprise gift trick that builds brand loyalty (59K views)
Surprise and delight tactics make customers feel like they're part of an exclusive club, building brand sentiment and loyalty.
From: The Sephora surprise gift trick that builds brand loyalty (59K views)
Put your team's wellbeing above any single sale, no matter the customer's order value.
From: Why Anaita blocked a customer for abusing her team (54K views)
Set a zero-tolerance policy for abusive customer behavior and enforce it immediately.
From: Why Anaita blocked a customer for abusing her team (54K views)
Offer a rush order fee as a clear alternative when customers demand faster turnaround than stated on your website.
From: Why Anaita blocked a customer for abusing her team (54K views)
Document and communicate production timelines clearly on your website to prevent disputes.
From: Why Anaita blocked a customer for abusing her team (54K views)
When a team member is rattled by a customer, send them home and handle the fallout yourself.
From: Why Anaita blocked a customer for abusing her team (54K views)
Obsess over making every customer leave happy -- word of mouth will do your marketing for you.
From: Can you care about customers too much and still be a good business (48K views)
Don't assume customer-first thinking conflicts with running a good business; sometimes it IS the growth strategy.
From: Can you care about customers too much and still be a good business (48K views)
Personalized handwritten thank-you notes can turn a purchase into a memorable brand moment
From: The moment I knew my small business was finally succeeding (47K views)
Use every inch of your physical space to drive impulse purchases, not just leave it empty.
From: How Australia Post shops are wasting their retail space (46K views)
Let local businesses pop up in your store to borrow their audience and add excitement.
From: How Australia Post shops are wasting their retail space (46K views)
Add an impulse-buy zone near checkout the way Sephora does to increase basket size.
From: How Australia Post shops are wasting their retail space (46K views)
Turn idle retail space into a paid co-working subscription to create a recurring revenue stream.
From: How Australia Post shops are wasting their retail space (46K views)
Brand every surface consistently so the space reinforces who you are, not just what you sell.
From: How Australia Post shops are wasting their retail space (46K views)
When a big competitor enters your market, change your offering rather than staying the same
From: What Booktopia got wrong when Amazon entered the market (36K views)
If customers value speed of delivery over price, compete on logistics and shipping time, not just price
From: What Booktopia got wrong when Amazon entered the market (36K views)
Build exclusive relationships and value-adds (like signings or personalized notes) that competitors can't easily replicate
From: What Booktopia got wrong when Amazon entered the market (36K views)
If you specialize in something, be the absolute best, fastest, and highest quality in that niche
From: What Booktopia got wrong when Amazon entered the market (36K views)
Download the Shop channel for your Shopify store to unlock the Shop app storefront feature.
From: Add shoppable videos to your Shopify Shop app with Tolstoy (35K views)
Install Tolstoy from the Shopify app store to upload short-form videos as shoppable content.
From: Add shoppable videos to your Shopify Shop app with Tolstoy (35K views)
Tag the product in every video you upload so viewers can shop instantly from the video.
From: Add shoppable videos to your Shopify Shop app with Tolstoy (35K views)
Add a free gift at checkout using an app like Gift Box instead of listing it on the site.
From: Use the Gift Box Shopify app to surprise customers at checkout (35K views)
Surprise and delight moments build brand sentiment more than advertised perks.
From: Use the Gift Box Shopify app to surprise customers at checkout (35K views)
Remember you're selling an experience, not just a product.
From: Use the Gift Box Shopify app to surprise customers at checkout (35K views)
Don't rely on a single retail channel for distribution, since sudden collapses can disrupt orders
From: Booktopia's collapse and what it means for pre-orders (33K views)
Communicate transparently and quickly with customers when a partner's failure affects them
From: Booktopia's collapse and what it means for pre-orders (33K views)
If you get traffic but no sales, diagnose your homepage first
From: 4 things your homepage needs above the fold (28K views)
Show your best image, a review, and trust badges above the fold
From: 4 things your homepage needs above the fold (28K views)
Define a clear wow factor and personality so customers choose you over competitors
From: 4 things your homepage needs above the fold (28K views)
Your homepage is your first impression, so make it count
From: 4 things your homepage needs above the fold (28K views)
Redesign your order confirmation page to be shareable, not just functional
From: Turn your order confirmation page into a marketing tool (26K views)
Explicitly ask customers to tag you on Instagram in exchange for a discount
From: Turn your order confirmation page into a marketing tool (26K views)
Use the customer's name, gifs/memes, product photos and reviews to make the confirmation page feel personal
From: Turn your order confirmation page into a marketing tool (26K views)
Turn every customer into a natural influencer through post-purchase touchpoints
From: Turn your order confirmation page into a marketing tool (26K views)
Add short-form videos to your homepage to boost engagement and conversion.
From: Three website tweaks to turn website visitors into buyers (22K views)
Use an actual quote from press features instead of just displaying the publication's logo.
From: Three website tweaks to turn website visitors into buyers (22K views)
Add customer review photos and tagged Instagram photos to product listings, not just professional shots.
From: Three website tweaks to turn website visitors into buyers (22K views)
Stop only showing products on your site, market your services like shipping speed and customer support too
From: Why you should market your services, not just your products (21K views)
Highlight things like free shipping, certifications, and fast customer service to differentiate from competitors
From: Why you should market your services, not just your products (21K views)
Put your service advantages front and center on your website and socials, not buried
From: Why you should market your services, not just your products (21K views)
Budget for returns as a real cost center, not an afterthought, since average rates run 30-50% depending on category.
From: What actually happens behind the scenes with returns (19K views)
Build separate processes for returns, exchanges, and store credit since each requires different handling.
From: What actually happens behind the scenes with returns (19K views)
Accept that returns are necessary for customer trust even though they're expensive to manage.
From: What actually happens behind the scenes with returns (19K views)
Create such a wonderful customer experience that customers market your product for you
From: Replace the 4Ps of marketing with the 4Es (19K views)
Show up everywhere your customers are, from social media to Google to email to physical shops
From: Replace the 4Ps of marketing with the 4Es (19K views)
Remember customers exchange both time and money, so delight them beyond just the transaction
From: Replace the 4Ps of marketing with the 4Es (19K views)
Turn your customers into brand advocates, this is more valuable than any other marketing effort
From: Replace the 4Ps of marketing with the 4Es (19K views)
Stop selling just a product, sell an experience customers want to show off
From: Sell an experience, not just a product (18K views)
Delight and surprise customers or they'll find that experience elsewhere
From: Sell an experience, not just a product (18K views)
Use packaging, personalized videos, and same-day shipping to create memorable moments
From: Sell an experience, not just a product (18K views)
Add weird and wacky touches that no other brand in your space is doing
From: Sell an experience, not just a product (18K views)
Put your call-to-action and best content above the fold since that's the only real estate that matters on mobile.
From: Auditing Serena Williams' Wyn Beauty website for conversion issues (18K views)
Weave founder or brand story directly into product pages to build emotional connection, not just list features.
From: Auditing Serena Williams' Wyn Beauty website for conversion issues (18K views)
Get 20-30 reviews before launch, zero reviews makes new visitors wait and leave without buying.
From: Auditing Serena Williams' Wyn Beauty website for conversion issues (18K views)
Show diverse real faces for each color or size option instead of forcing customers to click through every variant.
From: Auditing Serena Williams' Wyn Beauty website for conversion issues (18K views)
Add shipping cost and delivery timing transparently in the cart, and use empty cart space to cross-sell related products.
From: Auditing Serena Williams' Wyn Beauty website for conversion issues (18K views)
Send a voice note or video instead of text if you actually want to capture someone's attention.
From: Why voice notes and videos get people's attention (18K views)
Save and revisit positive customer messages during hard times to remind yourself why you started.
From: Why voice notes and videos get people's attention (18K views)
Build an audience just as deliberately as you build your product, don't expect people to just show up.
From: 4 reasons why you're not making any sales, part 1 (17K views)
People need to see your brand around seven times before they'll click through to your website.
From: 4 reasons why you're not making any sales, part 1 (17K views)
Get reviews to build trust, especially if competitors have been selling longer than you.
From: 4 reasons why you're not making any sales, part 1 (17K views)
More eyeballs on your brand directly leads to more sales.
From: 4 reasons why you're not making any sales, part 1 (17K views)
Put a customer review and a clear call-to-action like 'shop now' directly in your homepage banner.
From: Live website teardown of Flexmami's Flex Factory store (16K views)
Display media mentions and trust badges near the top of your site to build instant credibility.
From: Live website teardown of Flexmami's Flex Factory store (16K views)
Organize collections by price point, like 'under $30' and 'under $50', to make shopping easier.
From: Live website teardown of Flexmami's Flex Factory store (16K views)
Showcase bestsellers and customer reviews prominently, they build social proof and drive conversions.
From: Live website teardown of Flexmami's Flex Factory store (16K views)
Add two to three paragraphs of product page text for SEO, and put shipping info in your top banner to cut abandoned carts.
From: Live website teardown of Flexmami's Flex Factory store (16K views)
A good product is table stakes, not a competitive advantage
From: Sell the experience, not just the product (15K views)
Optimize every customer touchpoint before, during, and after purchase
From: Sell the experience, not just the product (15K views)
Sell the feeling and experience your product creates, not just the item itself
From: Sell the experience, not just the product (15K views)
Add shoppable UGC videos to product pages so customers can shop directly from what they see other customers using.
From: A free shoppable video app that boosted my conversion rate (15K views)
Reuse shoppable video content across SMS and email campaigns, not just your website, to drive more conversions.
From: A free shoppable video app that boosted my conversion rate (15K views)
Test free conversion tools like Go Tolstoy before investing in paid solutions since the impact can be significant.
From: A free shoppable video app that boosted my conversion rate (15K views)
Name your loyalty program and map out box frequency for the entire year in advance.
From: Step by step guide to building a brand loyalty program (13K views)
Set clear tier qualification criteria based on customer spend or order count over a 12-month period.
From: Step by step guide to building a brand loyalty program (13K views)
Source loyalty box products through your own inventory, Alibaba imports, or brand collaborations for cross-exposure.
From: Step by step guide to building a brand loyalty program (13K views)
Film the entire loyalty box process to create content that builds FOMO among your database.
From: Step by step guide to building a brand loyalty program (13K views)
Email your whole list at every loyalty box moment to remind customers and drive urgency to qualify.
From: Step by step guide to building a brand loyalty program (13K views)
Put bestseller or top-rated badges directly on product pages to build instant credibility.
From: 5 types of trust badges every ecommerce site needs (12K views)
Show buy-now-pay-later options right next to the add to cart button, not buried elsewhere.
From: 5 types of trust badges every ecommerce site needs (12K views)
Connect Google reviews to your site since verified reviews convert better than generic ones.
From: 5 types of trust badges every ecommerce site needs (12K views)
Use social proof like '20 people purchased this in February' to show your site is active.
From: 5 types of trust badges every ecommerce site needs (12K views)
Add shipping, returns and exchange icons to every product page before customers hit checkout.
From: 5 types of trust badges every ecommerce site needs (12K views)
Say yes to customer jobs even when it costs you personal time, so you protect the business during future downturns.
From: Why I still say yes to every customer even on weekends (11K views)
Stay hands-on with your operations (machines, design, fulfillment) so you understand every part of your business.
From: Why I still say yes to every customer even on weekends (11K views)
Small business owners can't always outsource everything, so being willing to do the work yourself speeds up learning and improvement.
From: Why I still say yes to every customer even on weekends (11K views)
Doing the work yourself lets you spot ways to improve the business while still delivering fast for the customer.
From: Why I still say yes to every customer even on weekends (11K views)
Remember the formula: awareness plus traffic plus optimization plus sentiment equals sales
From: What brand sentiment really means for sales (11K views)
Brand sentiment is the overall feeling customers get, not just the product quality
From: What brand sentiment really means for sales (11K views)
Your product needs to work, but that alone doesn't convert customers
From: What brand sentiment really means for sales (11K views)
Add shoppable UGC or lifestyle videos to your product pages to make them feel more like TikTok content.
From: Shoppable videos on product pages boosted sales and site time (10K views)
Test tools like Tolstoy on your own site since it increased sales by 20% and time on site by 4x for the speaker's brand.
From: Shoppable videos on product pages boosted sales and site time (10K views)
List every customer touchpoint in your business and systematically improve one each week
From: Fix customer touchpoints to make more money this year (8K views)
Upgrade DMs with automation, video or voice notes to make the experience feel more personal
From: Fix customer touchpoints to make more money this year (8K views)
Small proactive improvements to existing touchpoints can grow revenue without spending extra money
From: Fix customer touchpoints to make more money this year (8K views)
Measure your business success by staff happiness, customer happiness and your own happiness, not just sales.
From: A good business is more than just sales (8K views)
Surprise and delight every customer, a great product alone isn't enough anymore.
From: Why you're not making sales, part 2: wow factor and storytelling (7K views)
Sell the feeling and transformation your product creates, not just its features.
From: Why you're not making sales, part 2: wow factor and storytelling (7K views)
Be consistent and clear in telling your brand story across all your marketing.
From: Why you're not making sales, part 2: wow factor and storytelling (7K views)
Sign or personalize products when you can, it turns a simple purchase into a memorable moment
From: Packing and shipping signed books with personal touches (4K views)
Add a thank you card to every order to build goodwill with customers
From: Packing and shipping signed books with personal touches (4K views)
Use branded packaging (like your own Hero Pack) for every shipment to reinforce your brand at unboxing
From: Packing and shipping signed books with personal touches (4K views)
Always maintain brand awareness, traffic, website optimization, and brand sentiment as your core growth pillars.
From: The 4-part formula for consistent online sales (0 views)
Implement specific digital strategies for each pillar frequently, not as a one-off.
From: The 4-part formula for consistent online sales (0 views)