Special Ops

• Your Retention Sucks! Fix It With Custom Experiences That Skyrocket Your Revenue

  Most businesses obsess over customer acquisition but neglect what happens next. If you think a sale is the finish line, you’re leaving money on the table. Today, I am chatting with Mark Stern, founder of Custom Box Agency, to explore how strategic experience design can transform your onboarding, improve retention, and turn customers into loyal advocates. Mark shares his journey from corporate consulting to entrepreneurship and why a broken onboarding experience inspired him to launch his company. He reveals the psychology behind customer engagement, how to gamify the onboarding process, and why a blend of digital and physical experiences can create a powerful connection with your audience. If you’re ready to stop losing customers and start creating retention-driven experiences, listen to this insightful conversation and then head over to Custom Box Agency to book a free consultation with Mark’s team. In this Episode:- Why onboarding is critical for customer retention- Mark Stern's journey and business evolution- How poor onboarding impacts retention and churn rates- The benefits of blending physical and digital experiences- Health supplement company's retention strategy - Travel blogger retention tactics- Association newsletter ideas- How to design a strategic customer experience - Key metrics for evaluating onboarding successGet in Touch with Mark Stern:Website: https://customboxagency.com/LinkedIn: https://www.linkedin.com/in/marusternInstagram: https://www.instagram.com/marksternofficial/Get in Touch with Emma Rainville: Website: https://specialopspodcast.com/ YouTube: https://www.youtube.com/@specialopspodcast?sub_confirmation=1 Instagram: https://www.instagram.com/emma_rainville512/ LinkedIn: https://www.linkedin.com/in/emmarainvilleoperationsguru

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• Stop the Bleeding and Take Back Your Cash

  Are you managing your business costs effectively? Mastering cost management could be the key to driving your company's profitability. So, in today’s episode, we guide you through a tactical approach that turns every dollar into a stepping stone for growth.You’ll discover how strategic financial analysis can transform the way you manage cash flow. We will unpack the challenges of balancing expenses with growth, offering actionable insights on how to budget, renegotiate contracts, and eliminate wasteful costs. You’ll also learn why cost accounting isn’t just about tracking dollars in and out but about ensuring every investment returns multiple times over. Tune in now for an actionable guide to mastering cost management, and visit our Visionary Vault for additional resources and action guides to simplify your financial planning process.In this Episode:- Introduction to cost management- Understanding cost management and financial planning- Why businesses need "proper" financials- Actionable steps for cost management- Final thoughts and free resources on cost managementGet in Touch with Us: Website: https://specialopspodcast.com/ YouTube: https://www.youtube.com/@specialopspodcast?sub_confirmation=1 Instagram: https://www.instagram.com/emma_rainville512/ https://www.instagram.com/travis.cambridge/ LinkedIn: https://www.linkedin.com/in/emmarainvilleoperationsguru https://www.linkedin.com/in/travisgomez/

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• How to Convert 100x More Leads (Using This 5-Minute Rule)

  If your competitors are answering the phone faster than you, they’re taking your business! Studies show that responding to a lead within five minutes makes them 100 times more likely to convert—yet most businesses take hours if not days.In this episode, we dive into lead response mastery, showing you how to optimize your sales process, engage potential customers immediately, and ensure you’re the first (and best) option they choose. We’ll walk you through key strategies, from leveraging automation and AI to hiring low-cost offshore team members who can engage leads in real time. Whether it’s abandoned carts, booked calls, or live chat, you’ll learn how to refine every touchpoint in your customer journey for maximum conversions.Don’t let slow response times cost you revenue. Listen in and then grab our Lead Response Time Mastery Guide in the members’ portal —implement our proven tactics and watch your business grow!In this Episode:- Introduction to lead response mastery- Key metrics for lead response time- Customer service and sales metrics- Sales automation and tools for lead response- Optimizing the customer experience- Action steps for improving lead response- How to access the lead response resourcesGet in Touch with Us: Website: https://specialopspodcast.com/ YouTube: https://www.youtube.com/@specialopspodcast?sub_confirmation=1 Instagram: https://www.instagram.com/emma_rainville512/ https://www.instagram.com/travis.cambridge/ LinkedIn: https://www.linkedin.com/in/emmarainvilleoperationsguru https://www.linkedin.com/in/travisgomez/

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• Pinpoint The MOST Profitable Customers By Fixing THIS

  Bad data leads to bad decisions—period. If you’re not tracking the right numbers (or worse, not tracking them at all), you’re flying blind and burning money in the process. In today’s episode, we share just a systematic approach to tracking the right data and making moves based on what actually works.We get into why most businesses measure CLTV the wrong way and how the order in which customers see your products directly impacts how much they spend. We talk about email marketing and share practical strategies, such as offering incentives and intentional engagement for customer retention.If you’re still relying on gut instinct instead of clear, data-driven insights, you’re wasting time, money, and opportunities. Listen to the full episode and then grab our Data Quality Mastery Guide to start scaling your business on purpose. In this Episode:- The importance of data quality - The power of data insights- Understanding Customer Lifetime Value (CLTV)- Optimizing customer journeys to increase lifetime value- Mastering split testing to boost ROI- How to optimize membership retention - Effective email marketing strategies- Leveraging data for better marketing- Free resources for data analysisGet in Touch with Us: Website: https://specialopspodcast.com/ YouTube: https://www.youtube.com/@specialopspodcast?sub_confirmation=1 Instagram: https://www.instagram.com/emma_rainville512/ https://www.instagram.com/travis.cambridge/ LinkedIn: https://www.linkedin.com/in/emmarainvilleoperationsguru https://www.linkedin.com/in/travisgomez/

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  36:41
• He Built a Billion Dollar Video Production Company in a Year!

  What does it take to go from having no systems to running a thriving agency in a year? We sit down with Chris Encarnacion to uncover his incredible journey. A year ago, Chris was just figuring out the basics. Today, he's running multiple VSL productions across cities with a strong team that has transformed his business—and his life. From brutal work hours to building a dream team and saying no to misaligned clients, Chris shares how he went from burnout to mastery. Chris explains the value of relentless hustle and learning from failure, but here’s the twist—hard work alone won’t scale you.He reveals how shifting focus from talent to values helped him build a team he trusts and why having clear systems, SOPs, and KPIs became his agency’s game-changer. If you’re a business owner struggling to scale or a leader stuck doing all the things, this conversation is for you. Plus, Chris is offering a free VSL audit for our listeners. Head over to https://specialopspodcast.com/ to grab this opportunity and level up your video content today!In this Episode:- Chris Encarnacion's journey to success- Building a strong team- From survival mode to a clear vision- Finding the right clients - Scaling with systems and leadership- Why the speed of implementation is critical- Being able to say ‘no’ when it's not a fitExplore Free Resources at the Visionary Vault:https://specialopspodcast.com/visionary-vaultConnect with Chris Encarnacion:Website:https://chris78744.wixsite.com/vsl-adz-3 LinkedIn: https://www.linkedin.com/in/chris-encarnacion-347179134 Get in Touch with Us: Website: https://specialopspodcast.com/ YouTube: https://www.youtube.com/@specialopspodcast?sub_confirmation=1 Instagram: https://www.instagram.com/emma_rainville512/ https://www.instagram.com/travis.cambridge/ LinkedIn: https://www.linkedin.com/in/emmarainvilleoperationsguru https://www.linkedin.com/in/travisgomez/

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