B2B Customer Journey Mapping Failures Cost 90% of Companies Their Most Critical Growth Stage

What if the secret to skyrocketing customer loyalty and retention isn’t digital at all, but something you can touch? In this episode of Predictable B2B Success, host Vinay Koshy sits down with Mark Stern, CEO and founder of Custom Box Agency, to unpack how tangible, kinesthetic experiences are transforming the B2B customer journey. After a successful career as a Deloitte strategy consultant, Mark unexpectedly pivoted from corporate life into entrepreneurship, driven by a frustration with the impersonal nature of digital-only offerings.

Mark reveals how sending physical “custom box” experiences not only sets customers up for success but turns them into passionate brand advocates who generate organic buzz. Their conversation dives into the real ROI of physical engagement, how clear customer journeys and micro-wins fuel retention, and why recognition is the ultimate hidden driver for long-term loyalty.

If you’re rethinking how to break free from retention plateaus, want to spark more excitement in your customer onboarding, or are just tired of stale, digital-only strategies, this episode will open your mind to a whole new set of possibilities. Tune in for actionable insights, real-world examples, and a fresh perspective on delivering predictable B2B success, one box at a time.

Some areas we explore in this episode include:

• Mark Stern’s Journey – Transition from Deloitte to founding Custom Box Agency.
• Value of Physical Experiences – Why adding tangible elements to digital offers matters.
• First “Box Zero” Campaign – How a high-ticket online summit led to the first successful custom box experience.
• Customer Journey vs. Customer Experience – The importance of mapping the journey before designing the experience.
• Journey Mapping – Breaking down customer journeys into acquisition, delivery, and retention stages.
• Gamification and Milestones – Using micro-wins and milestones to motivate customer progress.
• Strategic Box Use – Leveraging custom boxes for acquisition, onboarding, and ongoing engagement.
• Practical Examples – Real-life applications like 57 Hats and multi-year coaching programs.
• Recognition and “Jewels” – How awards and physical tokens drive retention and customer loyalty.
• Retention Gaps in B2B – Why businesses often overlook delivery and retention in their customer experience strategy.
• And much, much more...