Watch Mark Stern on ACES53.
Mark Stern on Box Experiences, Lifetime Value, and Customer Retention
INSIDE THE CONVERSATION
The story behind the skill.
Map the customer’s journey
Mark describes the friction he encountered in digital programs and how that shaped his approach.
Design for a specific purpose
He distinguishes acquiring customers, delivering a service, and retaining customers as different goals.
Give every item a job
Mark explains why intentional tools matter more than simply sending merchandise.
These notes and timestamps refer to the original profile interview. Returning guests may have several appearances in the player above, with different timings.
Take it into your own work.
- Know what the customer needs to do next.
- Match each resource to a specific stage of the experience.
- Remove friction before adding more material.
ONE PRACTICAL NEXT MOVE