Follow The Yellow Brick Road11 Maalis 2025

Your Retention Sucks! Fix It With Custom Experiences That Skyrocket Your Revenue

Most businesses obsess over customer acquisition but neglect what happens next. If you think a sale is the finish line, you’re leaving money on the table. Today, I am chatting with Mark Stern, founder of Custom Box Agency, to explore how strategic experience design can transform your onboarding, improve retention, and turn customers into loyal advocates.

Mark shares his journey from corporate consulting to entrepreneurship and why a broken onboarding experience inspired him to launch his company. He reveals the psychology behind customer engagement, how to gamify the onboarding process, and why a blend of digital and physical experiences can create a powerful connection with your audience.

If you’re ready to stop losing customers and start creating retention-driven experiences, listen to this insightful conversation and then head over to Custom Box Agency to book a free consultation with Mark’s team.

In this Episode:

- Why onboarding is critical for customer retention

- Mark Stern's journey and business evolution

- How poor onboarding impacts retention and churn rates

- The benefits of blending physical and digital experiences

- Health supplement company's retention strategy

- Travel blogger retention tactics

- Association newsletter ideas

- How to design a strategic customer experience

- Key metrics for evaluating onboarding success

Get in Touch with Mark Stern:

Website: https://customboxagency.com/

LinkedIn: https://www.linkedin.com/in/marustern

Instagram: https://www.instagram.com/marksternofficial/

Get in Touch with Emma Rainville:

Website: https://specialopspodcast.com/

YouTube: https://www.youtube.com/@specialopspodcast?sub_confirmation=1

Instagram: https://www.instagram.com/emma_rainville512/

LinkedIn: https://www.linkedin.com/in/emmarainvilleoperationsguru

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