Most businesses put all their energy into getting customers but completely drop the ball on keeping them.
They celebrate a sale like it’s the finish line, then leave customers wondering what happens next.
No follow-up, no real engagement…just crickets.
And then? Customers leave.
Sound familiar?
If your churn rate is high, your onboarding is probably broken. But the good news? It’s
fixable.
In this episode of Special Ops Podcast, I sit down with Mark Stern, founder of Custom Box Agency, to break down:
✔ Why most onboarding sucks (and how to fix it).
✔ How to blend digital & physical experiences to boost engagement.
✔ Real-world strategies that reduce churn & increase retention.
If you’re sick of watching customers disappear, this one’s for you.
🎧 Listen to the full episode here:
Why Your Onboarding Process Might Be the Problem
Look, I don’t care how great your product or service is. If your onboarding process isn’t dialed in, you’re making it way too easy for customers to walk away.
Here’s where businesses go wrong:
❌ They act like the sale is the finish line (it’s not).
❌ They dump too much information on customers right away.
❌ They don’t create a clear path to success for new buyers.
Mark put it perfectly:
“If people feel lost or overwhelmed, they’ll either ghost you or ask for a refund.”
Onboarding isn’t just a nice-to-have..it’s the difference between customers staying and leaving.
When done right, it sets expectations, builds trust, and gets customers excited to keep going.
Want Customers to Stick Around? Make Them Feel Like VIPs.
Here’s the truth: digital products alone aren’t enough.
💻 Digital experiences are great, but they lack a physical connection.
📦 Physical products create a tangible experience that keeps customers engaged.
That’s exactly why Mark built Custom Box Agency, because people struggle to get results from digital-only products.
“You can’t just dump 40 hours of content on someone and expect them to finish it. But if you send them physical tools, suddenly they’re engaged, taking action, and excited.”
Customer Retention Case Study: P90X’s Onboarding Game-Changer
Remember when Beachbody took over the fitness world with P90X? It wasn’t just the workouts. It was the experience.
New customers got:
✅ A starter guide mapping out their journey.
✅ A progress tracker to keep them accountable.
✅ A free T-shirt when they completed the program.
And guess what happened?
People started showing off their progress online, building a massive community of raving fans without Beachbody spending an extra dime on marketing.
That’s how you create loyalty.
3 Customer Retention Strategies That Actually Work
These aren’t theoretical ideas. They’re real strategies businesses are using right now to increase retention & keep customers engaged.
1. Health Supplement Company: Turn a Boring Bottle Into an Engaging Experience
A joint health supplement brand was struggling with customers not sticking around.
The Fix? A gamified onboarding experience.
💡 What they did:
✔ Created a 30-day scratch-off progress tracker.
✔ Hid QR codes under some scratch spots that led to bonus videos.
✔ Sent a mystery reward to customers who completed 30 days.
📊 Result: Customers stayed longer & reordered more.
2. Travel Blogger Membership: A VIP Passport That Keeps People Hooked
A travel blogger had a $12/month membership teaching people how to travel first-class on a budget.
🚨 The problem? Customers would cancel after a few months.
💡 Retention solution:
✔ Sent a “VIP Travel Passport” where members could collect stickers.
✔ After month four, members unlocked surprise bonuses.
✔ Created challenges & contests to keep people engaged.
📊 Result: Customers stuck around longer & stayed excited about the program.
3. Association Newsletter: A Welcome Kit That Pays for Itself
An industry newsletter wanted a better onboarding experience for new subscribers.
💡 The Fix:
✔ Created a physical welcome kit explaining the 12-month journey ahead.
✔ Got sponsors to fund the packaging (so it cost the business nothing).
✔ Sent physical tools & resources to help members get started.
📊 Result: Higher engagement & longer subscriber retention.
How to Know If Your Onboarding Process is Working Inline With Your Customer Retention Goal
Think your onboarding is fine? Check your numbers.
📊 Key retention metrics:
📌 Conversion Rate: Are leads turning into paying customers?
📌 Churn Rate: How many customers cancel within the first 30 days?
📌 Engagement Rate: Are people actually using your product?
📌 Attendance Rate: If you offer coaching/webinars, are people showing up?
If these numbers are low, your onboarding needs serious attention. We dive deep into this in the podcast:
Frequently Asked Questions On Customer Retention & Onboarding Strategies
1. What is the biggest mistake businesses make with onboarding?
Most businesses stop engaging after the sale. Successful onboarding keeps customers excited, engaged, and motivated from day one.
2. How can I reduce customer churn?
Offer a structured onboarding journey that provides quick wins, milestone rewards, and ongoing support.
3. Should I use physical products in my onboarding process?
Yes! Blending digital and physical experiences increases engagement, builds trust, and turns customers into brand ambassadors.
4. What are the best ways to track onboarding success?
Focus on conversion rates, churn rates, engagement metrics, and participation rates in customer activities.
5. How do I create a retention strategy for a membership program?
Use gamification, surprise rewards, and community-driven engagement to keep members subscribed long-term.
Fix Your Customer Retention & Build a Loyal Customer Base
Your onboarding process isn’t an afterthought. It’s the foundation of customer retention and revenue growth.
If you’re watching customers churn and wondering why your business isn’t growing, it’s time to fix your onboarding experience.
That’s exactly what Mark does at Custom Box Agency. He helps businesses create custom onboarding solutions that keep customers engaged & boost retention.
Want to fix your onboarding? Book a consultation with Custom Box Agency at: CustomBoxAgency.com