Why Physical Touchpoints Are Beating Funnels at Customer Retention

EP331 of Profit With A Plan Podcast

Released Date: December 16, 2025

 

Guest:  Mark Stern, founder and CEO of Custom Box Agency

Host: Marcia Riner, Business Growth Strategist, Infinite Profit®

 

🎯 Episode Summary

Most businesses pour money into funnels, ads, and automation, yet retention keeps slipping. This episode reveals why physical experiences are quietly outperforming digital-only strategies when it comes to engagement, loyalty, and lifetime value. If your offers are solid but customers are not sticking, this conversation will change how you design your entire customer journey.

🎥 What You’ll Learn

• Why physical experiences outperform email and social for engagement

• How to design customer journeys that guide real outcomes

• Where physical touchpoints fit across acquisition, onboarding, and retention

• How to turn frameworks into tangible customer momentum

• Why better onboarding directly reduces churn and refunds

⏱️ Timestamp Highlights

[00:00 ] Why physical touchpoints outperform digital engagement

[04:45 ] Why most onboarding systems quietly fail customers

[08:00 ] Turning frameworks into physical momentum tools

[13:00 ] Using physical products for customer acquisition

[18:00 ] Designing retention through milestones and recognition

[29:00 ] How intentional journeys increase lifetime value

🔗 Resources & Links

CustomBoxAgency.com

57Hats.com

InfiniteProfitConsulting.com

💼 About Marcia Riner & Profit With A Plan

Marcia Riner is a business growth strategist, creator of the Profit Booster® strategies, and CEO of Infinite Profit®. She helps entrepreneurs scale smarter, increase profitability, and build businesses that are worth more, whether they plan to keep them or sell them.

As host of Profit With A Plan, Marcia shares expert interviews and actionable strategies to help business owners increase revenue, improve systems, and prepare for high-value exits. With decades of experience in finance, operations, and marketing, she delivers clear, profit-driving insights you can use right away.

📞 Questions? Call (949) 229-2112 or visit InfiniteProfitConsulting.com

🚀 Profit-Driven Resources

💰 Profit Booster® Growth Map

See the fastest path to more revenue and fewer profit leaks.

http://profitbooster.com/growth-map

🎧 Never Miss a Profit-Driving Strategy

Subscribe to Profit With A Plan on Apple Podcasts, Spotify, or your favorite platform.