The CTO Show with Mehmet Gonullu #376 The Power of Physical in a Digital World: Mark Stern’s Approach to Enhancing Customer Journeys
In this episode of The CTO Show with Mehmet, we are joined by Mark Stern, founder of the Custom Box Agency, who shares his journey from a corporate career at Deloitte to entrepreneurship. Mark discusses the evolution of his business, which focuses on blending physical and digital experiences to optimize customer journeys. He reveals how physical box experiences can elevate brand identity, increase customer engagement, and drive loyalty in a world that’s increasingly digital.
Mark recounts his transition from the predictable corporate path to the unpredictable yet rewarding world of online entrepreneurship. He highlights a pivotal moment in his life when he realized that staying in his corporate job might be detrimental to his well-being, leading him to explore new ventures in digital marketing and experience design. His story is one of bold moves, following inner desires, and the relentless pursuit of innovation.
Mark explains the concept behind the Custom Box Agency, where physical boxes are used to create a tangible connection with customers, providing a unique touchpoint that complements digital interactions. By sharing success stories and examples, Mark illustrates how this approach has doubled conversion rates for some clients and dramatically reduced churn rates, emphasizing the power of a well-defined customer journey.
The conversation also delves into the importance of branding, customer loyalty, and how businesses can stand out in a crowded marketplace. Mark offers practical advice on defining success, reducing customer churn, and increasing lifetime value through innovative customer experience strategies. He also discusses emerging trends in customer experience design, particularly the growing intersection of physical and digital realms, and the role of AI and QR codes in enhancing these experiences.
About Mark:
Mark Stern is an accomplished serial entrepreneur and the visionary behind Custom Box Agency, an acclaimed customer experience design agency headquartered in Austin, TX.
Mark's extensive expertise and strategic acumen were showcased in Joey Coleman's renowned book, "Never Lose an Employee Again." A former top-rated strategy consultant at Deloitte Consulting, Mark holds a distinguished MBA degree from Duke University.
Furthermore, his role as a mentor at SXSW (South by Southwest) and recognition as a Forbes Next 1,000 Entrepreneur exemplify his commitment to excellence in the entrepreneurial world.
00:00 Introduction and Guest Welcome
01:04 Mark Stern's Background and Business Overview
02:04 Transition from Corporate to Entrepreneurship
06:47 The Birth of Custom Box Agency
10:56 Innovative Customer Experience Strategies
21:11 Increasing Customer Lifetime Value and Reducing Churn
24:41 Success Stories and Use Cases
27:10 Emerging Trends in Customer Experience Design
32:52 Global Expansion and Final Thoughts
37:06 Conclusion and Farewell