It's said that empathy is the ability to walk a mile in someone else's shoes. For Rachel Ostrander, the Director of Runner Experience at Brooks Running, customer experience is the ability to empathize with someone running a mile in your shoes. Often on The Customer Experience Podcast, we're talking with marketing, sales, and customer success practitioners from companies with somewhat intangible products or services ... like software. Here, Rachel was kind enough to spend a half hour sharing her experience building teams and processes to serve customers for physical goods that take years to design, develop, and manufacture. We initially connected based on one of my experiences with her and her team at Brooks; I'm a loyal and long-time customer. After I wrote about that experience and shared it on a couple social networks, Rachel contacted me directly by email. When I started this podcast, she immediately came to mind as a great guest. She offers valuable insights and timeless advice in this episode. Give it a listen!   Well Before There's a Customer, There's a Customer Experience The Customer Experience Podcast is available in Apple Podcasts, Spotify, Google Podcasts, or Stitcher. It's also embedded in these related blog ...