At 21BY72, every speaker was handed this box. And guess what? It wasn’t just a gift. It was personalized. Instantly, the founder won hearts, eyeballs and curiosity. Not with a sales pitch. Not with a brochure. Just with an experience. Before I even opened the box… Before I smelled the perfume… Before I knew anything about the fragrance… I’d already formed an opinion about the brand. That’s the power of thoughtful branding. As founders, we spend months obsessing over the product. But your customer experiences your packaging before your product. Your story before your specifications. Your brand before your features. Every touchpoint is either building trust… …or quietly eroding it. This wasn’t just an unboxing. It was a masterclass in customer experience. To the founder of Old Money—well played. You made me excited before I even sprayed the perfume. And that’s exactly how unforgettable brands are built. D2C founders: What’s one moment in your customer journey that m...