7. Superior Customer Experience Starts Before There’s a Customer w/ Rachel Ostrander

Customer experience touches every place a customer could possibly interact with your company, even before they buy the product. Rachel Ostrander is the director of runner experience at Brooks Running. “I heard a quote, ‘If you want to know where a customer or a company is, look at their sales. If you want to know where they're gonna be, look at their service.’ I believe in that, and my entire career has reinforced that.”