Customer retention can cost companies less than customer acquisition. But how many reward long-term customers instead of offering promotional fees to new customers?
When we started Substance, our focus was on the interactive brand experience. Three and a half years later, our focus continues to be on the interactive brand experience, but has deepened to providing strategy, tactics and implementations in creating brands that interact.
People take the paths they want to take, using different channels to achieve their own goals. So if they don't always take the paths we want them to take, how do we build engagement?
Words, photos and videos can't do it alone. Through content, along with interactivity, back-and-forth communication (a.k.a. conversations), context, and reciprocity, the goal is to create useful information... something people care about and serves a purpose.