podcast ·Sep 30, 2026

Creating Raving Fans & Revenue | Mark Stern

In this episode of Call The Damn Leads, Drewbie sits down with Mark Stern to talk about customer experience, retention, onboarding, and why physical products still matter in a digital world.

From a random "57" conversation that turned into a six-figure client relationship… to breaking down the difference between corporate America and entrepreneurship, this episode is packed with practical lessons for business owners and sales professionals alike.

Mark shares how businesses can create intentional customer experiences that build loyalty, increase retention, and turn clients into raving fans who willingly talk about your brand.

If you've ever wondered why some businesses create lifelong customers while others constantly chase new leads, this episode will hit home.

Episode Highlights

🔥 The "57 Hats" Story
A random number turned into a perfect sales moment and eventually a six-figure client relationship.

📦 Stop Sending Swag
Mark explains why random promotional products fail and why intentional customer experiences win.

🧠 Entrepreneurship Is a Different Game
Corporate America and entrepreneurship may look similar, but the rules are completely different.

🎮 Gamification Creates Momentum
Using progression systems, milestones, and customer stages keeps people engaged and moving forward.

🤝 Customer Experience Drives Retention
The sale is only the beginning. Great onboarding and delivery create lifelong customers.

📣 Testimonials Build Trust
Most business owners never ask for reviews or testimonials consistently, even when clients are happy.

🚀 Physical Products Still Matter
As AI and digital content continue to grow, physical experiences create stronger emotional connection than ever before.

Key Takeaways

✅Customer experience matters more than most businesses realize.

✅Retention starts with onboarding.

✅People remember how you make them feel.

✅The best brands create emotional connection.

✅Entrepreneurship requires learning a completely different set of rules.

✅Testimonials become easier when you know your process delivers results.

✅Gamification can increase engagement and customer success.

✅Helping your clients win helps your business grow.

How To Connect With Mark Stern

🌐 Website: Custom Box Agency

💼 LinkedIn: Mark Stern on LinkedIn

Mark helps businesses create intentional physical product experiences that improve onboarding, retention, and customer loyalty.

Call The Damn Leads

"By sales professionals, for sales professionals."

Each week, Drewbie brings you real stories, practical strategies, and conversations with people who are out there doing the work.

Expect a mix of:

Real Sales Stories
Customer Retention Strategies
Sales & Business Tactics
Entrepreneurship Lessons
Humor, Energy & Real Conversations

Whether you're an entrepreneur, sales professional, or business owner trying to level up your customer experience, this show is built to help you grow.

👉 Want to be a guest?
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Frequently Asked Questions

What's the 57 Hats story Mark Stern tells?

Mark's company, Custom Box Agency, built a product called 57 Hats to help owners count every role they're carrying so they can delegate or automate some of them. On a sales call, a prospect said out of nowhere that her favorite number was 57. Mark had that exact product right in front of him, sent it to her, and closed her. She's on pace to be a six-figure client!

Why does Mark Stern say to stop sending swag?

In his shop, swag means "stuff without a goal." A random logo item doesn't move a new client one inch closer to the result they paid for. So Mark's team builds boxes that hold everything someone needs to get started. Ask a client to print a workbook and you're betting they have a printer, paper and ink that all work... one thing breaks and it becomes "someday I'll get to it."

How does Mark Stern map the customer lifecycle?

He runs every client through three phases: acquire, onboard and deliver, then retain. Acquisition is everything up to the point of sale. Onboarding is setting them up to win once they've paid. Retention is about stretching lifetime value. His team sets goals for each phase, and he'll tell you why it matters: when your clients win, you win, and they're the ones who recommend you.

How do you get more testimonials from happy clients?

Ask. Mark says most owners just don't, usually out of fear, and wait too long and the moment's gone. If asking feels awkward, let a production team interview the client, or bring them on a podcast and talk about the work. And if someone says no, don't take it personally. They could be camera shy or slammed that week. My take? If you're scared to ask, go look hard at your onboarding.