In this episode, Gary Marra interviews Mark Stern, founder and CEO of the Custom Box Agency, to discuss how his company optimizes customer journeys through innovative physical box experiences. They dig into the power of packaging experience, the art of standing out in a crowded market, and how thinking outside the box—literally and figuratively—can revolutionize customer engagement. From the psychology behind unboxing to creating immersive brand experiences, Mark shares invaluable insights on transforming passive customers into active brand advocates. Mark explains the importance of defining success for customers, the role of gamification in enhancing engagement, and the tangible benefits of physical products in a digital age.
He shares insights on ROI, customer retention, and his personal journey from corporate life to entrepreneurship, offering amazing advice for aspiring business owners. In this conversation, Mark Stern and Gary Marra explore innovative strategies for enhancing customer experiences, the importance of niching down in business, and the interconnectedness of personal health and professional success. They discuss gamification in client onboarding, the dangers of customer indifference, and the value of learning from industry leaders. Mark shares insights on how focusing on the right partnerships and personal well-being can lead to significant business growth.
Takeaways:
· How custom boxes serve as a vehicle for optimizing customer journeys.
· Defining success for customers is crucial for business growth.
· Gamification & collection can enhance customer engagement and retention.
· Physical experiences create a lasting impact in a digital world.
· Replayability in experiences encourages customer loyalty.
· Businesses often overlook the importance of clear success markers.
· Mark’s keys on his transition from corporate to entrepreneurship
· Understanding the rules of entrepreneurship is key to success.
· Physical products can significantly improve customer retention rates.
· Niching down allows for deeper focus and greater success.
· The ‘who’ in business is more important than the ‘how’.
Chapters
01:33 Introduction
02:40 Optimizing Customer Journeys
04:35 Gamification in Customer Experience
08:40 The Power of Physical Experiences
14:18 What’s Old is New Again?
16:20 ROI and Retention
21:32 Defining Success in Customer Journeys
23:24 Mark’s Entrepreneurial Journey
26:58 Advice for Budding Entrepreneurs
28:55 Gamifying the Client Experience
31:57 Does It Hold Water?
37:25 Chip Shots
Book Recommendation:
Who Not How, The Formula to Achieve Bigger Goals Through Accelerating Teamwork
by Dan Sullivan and Dr. Benjamin Hardy
Honorable Mention: Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days by Joey Coleman
🔗 Connect with Mark
📱 LinkedIn: https://www.linkedin.com/in/marustern/
🌐 Website: https://customboxagency.com
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